Location: Plano, TX, United States

DESCRIPTION:

Duties: Design and implement technical solutions for diverse contact center solutions within the firm. Develop technology strategies, architecture patterns, and roadmaps for various solutions to fulfill business requirements efficiently and within set timelines. Provide application integration and solution support, fostering collaboration with business partners and cross-functional teams to accomplish strategic objectives. Supervise production implementations, support production issue resolutions, and oversee the feature development lifecycle of multiple projects. Provide hands-on leadership, mentorship, and training to junior engineers, fostering their professional growth and identifying areas for enhancement. Monitor current technologies and software design patterns to enhance processes and keep them efficient and modern. Manage project timelines, plan scope, and facilitate requirement gathering to align with business needs effectively.

QUALIFICATIONS:

Minimum education and experience required: Bachelor's degree in Computer Science, Computer Engineering, or related field of study plus 7 years of experience in the job offered or as Infrastructure Engineer, Solutions Architect, Technology Architect, Technology Lead, Technology Analyst, System Engineer, or related occupation. The employer will alternatively accept a Master's degree in Computer Science, Computer Engineering, or related field of study plus 5 years of experience in the job offered or as Infrastructure Engineer, Solutions Architect, Technology Architect, Technology Lead, Technology Analyst, System Engineer, or related occupation.

Skills Required: This position requires experience with the following: developing scalable, high-performance cloud contact center solutions including Amazon Connect and Genesys Cloud; working with voice architecture and telephony systems such as Cisco; working with voice protocols such as SIP; monitoring ACD call routing and NLU-enabled IVR self-service systems within contact centers; creating APIs, data pipelines, and applications using programming languages including Python and Java; utilizing cloud services including AWS S3, Lambda, DynamoDB, SQS, and Polly for building solutions; integrating omnichannel solutions including Amazon Lex chatbots with contact centers; working with contact center CRM integrations such as Salesforce or ServiceNow; using contact center operations, various agent experiences, incident management processes, and production issue troubleshooting; migrating contact centers from on-premise data centers to cloud environments; building automation and CI/CD pipelines and writing infrastructure as code.  

Job Location: 8181 Communications Pkwy, Plano, TX 75024.