Principal Software Engineer, Contact Center Technologies - Remote

Overview

The Principal Software Engineer will leverage contact center technologies to enhance customer experiences and drive innovation in IVR design, while collaborating across teams to deliver full-stack solutions.

In Short

• Design and improve IVR systems to enhance customer experience.
• Research and recommend infrastructure solutions for contact centers.
• Define technical architecture for contact center technology strategy.
• Collaborate with cross-functional teams for efficient IVR development.
• Provide leadership in standards and design patterns for communications.
• Create documentation for system architecture and integration processes.
• Oversee outage scenarios and contribute to disaster recovery planning.
• Align technology with evolving business demands.
• Engage in proof of concepts and present proposals to management.
• Work with vendors and internal teams for deployment and troubleshooting.

Requirements

• Master’s degree in Computer Information Systems or related field.
• 2+ years of experience as a Technical Lead or in a related role.
• Proficiency in Java, Angular7, ReactJS, NodeJS, and Restful APIs.
• Experience with AWS services and SQL.
• Knowledge of Avaya and Genesys systems.
• Familiarity with IVR technologies and telephony solutions.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Leadership experience in technology projects.
• Ability to work in a remote or hybrid environment.

Benefits

• Competitive compensation and comprehensive benefits.
• Flexible remote and hybrid work arrangements.
• Wellness programs promoting physical, emotional, and financial health.
• Diversity, equity, and inclusion initiatives.
• 401K plan with company match.
• Paid time off and employee assistance programs.
• Opportunities for professional development.
• Supportive work environment focused on innovation.
• Recognition as a Top Workplace.
• Commitment to building a diverse team.