Senior Contact Center Engineer (Architect)

Overview

This role plays a pivotal part in maintaining the company''s industry-leading position by driving incremental sales through innovative technology solutions and exceptional customer support that set us apart in the marketplace. The ideal candidate will be an experienced professional with a proven track record in Contact Center technology, development, and support.

Responsibilities

What you will do:

• Individual contributor collaborating with and sometimes leading junior engineers performing rapid agile and/or hybrid contact center software development to advance sales and servicing capabilities for the company including the following; automatic contact distribution (ACD) advancement for multi-channel routing of calls in addition to email, chat and workflow tasks for effective end-end workforce management and staffing across the entire sales and servicing operation; automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution); telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems); integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation; computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery; telecommunications supporting toll and toll free services into and out of the contact center platform
• Proactively aligns the organizational design with the changing technical landscape while participating in the hiring process to select like-minded new engineers.
• Leads team members when possible and individually manages product and sprint/hybrid backlogs as needed to deliver ongoing continuous improvement.
• Ultimately accountable for sustaining individual delivery velocity while aiding peers to do the same by effectively adapting people, process and technology to maximize value for the company within departmental and project budgets.
• Steers teams using all people, process and technology advantages across the company.
• Ensures teams and individually adheres to all designs, policies, procedures and standards for data security and regulatory compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor''s Degree Bachelor''s I.S., less than a bachelor''s degree may be acceptable if accompanied by other technical training, relevant certifications, or extensive experience in positions that demonstrate required abilities and performance. - Required
• Certification(S) in one or more Contact Center platforms, i.e., NICE, Five9, Genesys - Required
• Typically requires 7-10 years'' experience supporting medium-large scale Contact Center environments - Required
• Typically requires 3-5 years contact center platform development experience - Required
• Typically requires 3-5 years experience leading a team of professionals withing a medium-large scale contact center environment. - Preferred
• Must have the ability to simplify complex contact center systems changes and technologies to foster a high degree of collaboration with the business and speed time to market. - Required
• Must have an agile mindset and insatiable passion for contact center innovation, agile and/or hybrid delivery methods and continuous improvement. - Required
• Must be an autonomous team player able to lead effectively while solidifying working relationships at all levels of the organization. - Required
• Expert in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9, blending, speech, etc. - Required
• Experience across several modern Programming Languages: JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or .NET, C# / C++ - Preferred
• Exceptional customer service skills required to collaborate effectively with a variety of business units across the company - Required
• Strong written, verbal and presentation skills - Required
• Cloud exposure (AWS preferred) - Preferred
• Telecommunications experience - Preferred
• (NCAP)NICE Certified Application Professional Upon Hire - Required

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Routine and/or extended after hours work needed

Travel Requirements:

• Quarterly on-site travel to work in offices located in White Plains, NY (Gerber Life HQ), Fremont MI (Gerber Life Operations) and / or Cincinnati, OH (Western and Southern Financial Group HQ).