Contact Center Engineering Lead

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Contact Center Engineer, you'll work on everything related to our of converged IP contact center and voice self-service solutions (application and infrastructure) by using cutting-edge technologies, frameworks and solutions to offer channel agnostic assisted service capabilities to our customers. You will lead leading the technical design and development of cross-functional, multi-platform application systems, and will have the opportunity to remain in a hands-on engineering role, writing beautiful code, while also providing functional and technical leadership, and mentoring software engineers on complex and high priority technology projects. Responsibilities: - Own architecture and design of converged IP contact center and voice self-service solutions (application and infrastructure) - Develop and maintain relationships with targeted individuals in selected Regions with Cisco, Nuance and related Contact Center technology vendor or service providers - Create, analyze, and troubleshoot IVR call flows and its role in a complex multi-component environment through visualization and orchestration. - Lead, design and develop solutions for contact center ACD deployed in multi-side environment in Avaya and Cisco technologies - Lead technical teams (In-house and Vendor) in delivery of solutions like IVR, CTI, Chat, Video, Inbound and Outbound calls - Demonstrate strong passion and capabilities in innovation and advancement in Contact Center technologies and concepts - Own the technical design and development of cross-functional, multi-platform application systems. - Work with business partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs. - Collaborate with performing teams to deliver new capabilities in business applications and/or remediate issues. - Enforce company policies in areas of development methodology, architecture, security, change and configuration management, compliance, and HR. - Analyze, define and document requirements for data, workflow, logical processes, hardware and operating system environment - Analyze and estimate feasibility, cost, time, and compatibility with hardware and other programs. -Coordinate coding, testing, implementation and documentation of solutions - Responsible for key system design and integration decisions; and for communicating decisions to individuals implementing the system. Basic Qualifications: - Bachelor’s Degree or military experience - At least 8 years of experience in Contact Center technologies - At least 5 years of experience technical design and delivery large scale contact center solutions - At least 5 years of experience in people management Preferred Qualifications: - Masters Degree - 10+ years software development experience - 6+ years of experience in Agile - 2+ years of experience in Salesforce - 2+ years of experience in deploying cloud based Contact Center solutions read more