About Your Role:
You will play a critical role in designing, developing, and maintaining high-quality software applications. You will work with cross-functional teams to deliver solutions that align with our business goals and client needs.
You'll 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’ll 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:
- Implement and support new capabilities in the Contact Center platform and self-service tools.
- Integrate AI-driven automation and NLP into workflows.
- Ensure platform stability, performance, and timely issue resolution.
- Design and develop applications using Python, Node.js, or .NET.
- Build and maintain CI/CD pipelines, automate repetitive tasks, and manage upgrades.
- Develop API and third-party integrations, deliver enhancements, and maintain code quality. Mentor junior developers and provide technical guidance to enhance team capabilities.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience You'll Need to Have:
- 2+ years in software development with strong experience in Python, Node.js, .NET, Java, or similar languages.
- Hands-on expertise in omnichannel Contact Center platforms (Genesys, NICE, Verint, Cisco) and IVR systems.
- Solid understanding of SIP, RTP, and WebRTC protocols, plus experience with Session Border Controllers or Twilio.
- Proven ability to support voice, chat, and email channels, ensuring seamless customer experiences.
- Experience with API integrations, third-party applications, and cloud Contact Center deployments.
- Skilled in SQL databases, CI/CD pipelines, and DevOps practices for scalable, reliable solutions.
- Familiarity with AI-driven automation and self-service tools for Contact Center modernization.
- Strong communication, collaboration, and problem-solving skills with a client-first mindset.
Experience That Would Be Great to Have:
- Experience in the financial services industry.
- Experience in Contact Center/Self Service domain.
Important info about this role:
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for 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.
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R-10381407
