GENERAL SUMMARY
The Pega Developer – Customer Service is responsible for designing, developing, and enhancing customer interaction and service applications using Pega Infinity and the Pega Customer Service (CS) framework. The role involves building omnichannel customer service solutions, integrating CTI platforms, and ensuring scalable, high-quality delivery aligned with Pega guardrails.
PRINCIPAL RESPONSIBILITIES
Design and develop Pega Customer Service Interaction Portal, Interaction Flows, Service Cases, and Customer Composite
Configure Interaction Drivers, Intent Tasks, Microjourneys, and omni-channel experiences
Implement integrations including REST/SOAP APIs, CTI (Avaya/Cisco/Genesys/Amazon Connect), chat, email, and messaging
Design data models, data pages, UI rules, and reusable components; ensure guardrail compliance and performance
Support unit testing, UAT, production issues, and collaborating with business, QA, and architects
MINIMUM REQUIREMENTS EDUCATION:
FIELD OF STUDY: Bachelor’s degree in Computer Science / Engineering or equivalent
EXPERIENCE: 6 – 12 years of hands-on Pega PRPC development with mandatory Pega CS experience
CERTIFICATION(S): CSA and CSSA (mandatory); CLSA preferred
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES: Pega Customer Service framework, case management, UI rules, integrations, data pages, decision rules, Pega 8.x / Infinity, Agile/Scrum delivery
What We Offer
We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.
About Us
Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact careers.india@mcmcg.com