Lead Software Engineer – Contact center AI platform

We are seeking a skilled and innovative Lead Software Engineer – Contact center AI platform to join our team and play a key role in advancing our contact center technologies. This role focuses on designing and implementing next-generation contact center platforms with an emphasis on self-service capabilities leveraging the latest technology such as Generative AI and Machine learning. The candidate will be instrumental in building scalable, cloud-based solutions, managing contractor teams, and driving the development of robust, customer-centric software systems.PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:Essential Responsibilities include the following. Other responsibilities may be assigned. Candidates should be flexible in supporting assignments in different technology areas and have a willingness to apply leadership skills to new information technologies as business requirements dictate.Lead the design, development, and implementation of cloud-based contact center platforms, focusing on IVR and self-service functionalities.

Architect and implement next-generation contact center solutions that provide a seamless customer experience.

Collaborate with cross-functional teams to define system requirements and ensure alignment with business goals.

Manage and mentor contractors, guiding technical direction, coding standards, and project priorities.

Drive the DevOps process by automating and streamlining CI/CD pipelines, ensuring efficient and reliable software deployments.

Maintain hands-on coding expertise, contributing to codebases written in

Java

,

Python

, and

Node.js

.

Ensure high-quality code and systems by leading code reviews and enforcing best practices for software development.

Monitor system performance, troubleshoot issues, and implement necessary updates to maintain high availability and scalability.

Design, build, and support applications deployed on

Google Cloud Platform (GCP)

or

AWS

, optimizing for scalability, cost-efficiency, and high performance.

Implement cloud-native solutions utilizing

GCP

and

AWS

services such as

Cloud Functions, Kubernetes, Cloud Pub/Sub, Amazon Lambda, EC2, S3

, and

RDS

.

Define and enforce cloud security practices, including data encryption, IAM policies, and VPC configurations, to ensure application and data security.

Leverage

cloud monitoring

and

logging tools

(such as

Google Cloud Monitoring, AWS CloudWatch, andCloud Logging

) to proactively identify and resolve application issues.

Stay up to date on industry trends and technologies to guide future product developments and technical improvements.

Frame technical or architectural alternatives in business terms, clearly articulating both business and technical implications of various options.

Champion architectural solutions and effectively advocate for them at an executive level.

Minimum QualificationBachelor’s degree in a related discipline and 6 years’ experience in a related field. The rightcandidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 year of experience; or 18 years’ experience in a related field

Strong expertise in cloud platforms, especially Google Cloud Platform (GCP) and/or AWS, with proven experience in building and supporting highly available, cloud-based applications.

Must possess strong interpersonal and communications skills, will possess the flexibility to adapt to a rapidly changing environment

Familiarity with contact center industry standards, technologies, and compliance requirements.

Experience using cloud-native services such as GCP Cloud Functions, Pub/Sub, Firebase or AWS Lambda, S3, RDS, and ECS/EKS for building scalable applications.

Ability to quickly absorb and utilize new concepts and technologies

8+ years of experience in software development, with a focus on contact center technologies including IVR and self-service solutions.

Proficiency in Java, Python, and/or Node.js, with hands-on coding experience and the ability to mentor junior developers

Deep understanding of DevOps practices, including CI/CD, infrastructure as code, and automated testing.

Proven experience leading teams and managing contractors, with strong project management and organizational skills.

Strong problem-solving skills, attention to detail, and the ability to adapt to new challenges and technologies.

Well-versed with Data drive conversational design focusing on customer experience

Experience in Agile development methodology/Scrum

Strong presenting skills to senior technical and business leadership

PreferredExperience in designing Enterprise class applications

Experience with AI-driven contact center solutions, including chatbots, IVR and natural language processing.

Knowledge of customer experience (CX) best practices and tools.

Prior experience in agile development methodologies.

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