About Your Role:
You will be a key contributor in building and supporting the core Contact Center applications, leveraging modern technologies and automation to power exceptional customer experiences—both internally and externally. You will be the go-to expert for application functionality, collaborating closely with business partners to drive innovation, AI adoption, and impactful solutions.
What You'll Do:
- Collaborate across business and IT teams to implement and support new capabilities within the Contact Center Technology stack and self-service platforms.
- Lead efforts to integrate AI-driven automation and natural language processing into Contact Center workflows.
- Ensure high availability and performance of the Contact Center platform by responding swiftly to issues, questions, and concerns.
- Participate in systems integration efforts as new needs arise, including cloud-native and hybrid deployments.
- Design, develop, and implement software applications using Python, Node.js, .NET, or equivalent technologies.
- Build and maintain CI/CD pipelines and DevOps practices to streamline development and deployment processes.
- Perform coding, testing, and debugging of applications to ensure optimal performance and scalability.
- Maintain and improve existing codebases and lead peer review processes.
Experience You'll Need to Have:
- 4+ years of experience in software development.
- 2+ years of experience in Python, Node.js, .NET, Java, C#, C++, or similar programming languages.
- 2+ years of experience in SQL databases.
- 2+ years of experience with CI/CD pipelines and DevOps practices.
- 2+ years of experience supporting and administering omni-channel cloud Contact Center solutions such as Genesys, NICE, Verint, or Cisco.
- 2+ years of experience with SIP (Session Initiation Protocol), RTP (Real-time Transport Protocol), and WebRTC (Web Real-Time Communication) technologies.
- Direct experience implementing Cloud Contact Center solutions in enterprise environments.
- Experience integrating AI technologies into Contact Center platforms for automation and enhanced customer experience.
Experience That Would Be Great to Have:
- Strong understanding of integration methodologies, testing, and deployment processes.
- A natural curiosity and passion for the Contact Center space, with a drive to lead modernization and innovation.
- Initiative-taker mindset with the ability to proactively partner with both IT and business stakeholders.
- Experience in the financial services industry and Contact Center/Self Service domain.
Important info about this role:
- We’re better together! This role is fully on-site.
- This is a full-time, direct-hire position, and no contract options or unsolicited agency submissions will be considered.
#LI-IH1
R-10364726
