Location: REMOTE / Nashville, Tennessee
This job allows you to work remotely.
Our client is transforming the experience of specialty care. Their comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, they help patients choose and navigate the most effective treatment pathway every step of the way.
The company values the experiences and perspectives of individuals from all backgrounds. They are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. The company is remote-first with a corporate office located in Nashville.
The Role:
This is a contract engagement (W9, remote) for a hands-on technical leader to own the Salesforce and CCaaS (contact center as a service) integration surface. Our client is actively evaluating a move to a modern CCaaS platform, and this role is the engineering lead for that work: representing engineering in vendor technical discussions, pressure-testing vendor claims against real requirements, designing the Salesforce-CCaaS integration architecture, and leading the technical execution of a migration once a vendor is selected. You will drive the technical work; platform ownership and the switch decision stay with internal engineering leadership.
The engagement runs an initial 3-6 months with extension based on program needs, and reports to the Director of Software Engineering. It offers direct exposure to the daily experience of the clinicians and care navigators who serve patients. You will set technical direction on this surface area, document decisions, and leave the platform maintainable by the internal team after the engagement ends.
You will:
• Serve as engineering's technical representative in CCaaS architecture review and implementation planning, holding vendors accountable to committed capabilities
• Design and build the integration between Salesforce and the contact center platform: screen pop, click-to-dial, agent state, campaigns, call and transfer data write-back, dispositioning, and other custom features
• Lead the technical design and execution of a CCaaS migration and cutover plan: routing and IVR parity, skills-based routing, queue overflow and fallback logic, outbound campaign configuration
• Build and maintain integrations to third-party in-call services (AI voice agents, agent assist, feedback platforms) over SIP and API, including mid-call transfer with data
• Ensure telephony, routing, and reporting data flows cleanly to Salesforce and to the analytics team, so metrics are trustworthy and reconcilable across systems
• Deliver exit artifacts: full handoff to the Infrastructure team, technical input to the vendor recommendation, cross-system architecture and analysis documentation, a migration runbook with cutover and rollback steps, and scheduled knowledge-transfer sessions
Must Have Skills:
• 5+ years of hands-on software development in professional, agile environments, with a strong emphasis on Salesforce CRM development and CCaaS platform integrations
• Direct, hands-on experience integrating a CCaaS or CTI platform with Salesforce
• Experience participating in or leading a contact center platform migration or major re-platform, including cutover planning and parity validation
• Comfort operating as the senior technical voice in vendor conversations: evaluating architecture claims, identifying gaps, and escalating risk early and plainly
• Experience converting business and operational requirements into technical designs, working directly with non-technical operations stakeholders
• Hands-on Salesforce ecosystem depth: Lightning, Apex, LWC, SOQL, Platform Events, Salesforce APIs, with proper SDLC adherence and versioned source control in Git, minimal reliance on Flows or low-code tooling
• Hands-on experience with Salesforce Omni-Channel, Service Cloud Voice, and the Open CTI / Voice Toolkit integration model
• Working knowledge of contact center fundamentals: IVR and contact flow design, skills-based and attribute-based routing, queueing and overflow, ACW, progressive/power/preview dialing, outbound campaign controls (attempt limits, pacing, time-of-day restrictions)
• Practical telephony fundamentals: SIP trunking vs. PSTN transfer, call legs, media handling, and the tradeoffs each imposes on patient experience
• Compliance-aware technical delivery for healthcare data (HIPAA, HITRUST), including handling of call recordings, transcripts, and PHI in transit between systems
Nice to Have Skills:
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience
• Familiarity with modern AI-assisted software development tools across the SDLC
• Experience in healthcare and/or startups
