Sr Contact Center Technology Developer

Job Summary

Job Description

Here is a great opportunity to join a great company! Medline Industries has enjoyed DOUBLE DIGIT GROWTH for 56 of the past 57 years! We've again been named to the Chicago Tribune's Top Workplaces, and we're again on the list of Becker's Great Places to Work in Healthcare. 

JOB SUMMARY

Senior developer Information System, primarily responsible for designing, developing and implementing Contact Center technology systems such as Genesys, Microsoft Dynamics & 8X8, supporting IT and Customer service helpdesk teams. The role will play a crucial role in supporting IT and Customer Service Helpdesk teams, collaborating closely with cross-functional teams and vendors to build solutions that address complex business challenges. Will collaborate with business to understand functional requirements and translate them into technical solutions. Create design documentation and facilitate SIT testing. This role requires strong communication skills and the ability to work effectively across teams to deliver high-quality solutions that enhance the efficiency and effectiveness of our Contact Center operations.

MAJOR RESPONSIBILITIES

Provide in-depth hands-on knowledge in designing and developing scalable, reliable, and efficient Customer Service applications.

Work with software vendors to configure, integrate, test and deploy high-quality software solutions that meet business requirements.

Developing features specific to contact center operations such as call routing, queuing, IVR (Interactive Voice Response), and agent management tools.

Integrating with third-party APIs and services for functionalities like SMS, voice calling, CRM systems, etc.

Implementing integrations with telephony providers and real-time communication platforms (e.g., WebRTC).

Implementing features that enhance agent productivity and improve customer interaction experiences.

Implementing features that enhance agent productivity and improve customer interaction experiences.

Monitoring application performance and optimizing for scalability, responsiveness, and reliability.

Conducting integration testing with telephony systems and third-party APIs.

Participate in requirements gathering sessions, creating technical documentation including design documents, API specifications, and user guides.

Documenting codebase and maintaining clear, concise documentation for ongoing development and support.

Providing technical support and troubleshooting for production issues related to CCaaS applications.

Performing maintenance tasks such as bug fixes, performance tuning, and software upgrades.

Staying updated with industry trends, best practices, and emerging technologies in CCaaS, cloud computing, and telephony systems.

Develop a solid understanding of the company business domain and apply this understanding to all software development activities.

Comply with all company policies and procedures and governmental regulatory mandates.

MINIMUM JOB REQUIREMENTS

Education

Bachelor of computer science / Engineering, Information Technology, or related field (or equivalent experience).

Work Experience

4+ years of proven experience as a Software Developer, Software Engineer, or similar role.

Experience building and maintaining customer service and helpdesk software and telephony systems (Genesys, CRM, Avaya, 8X8)

Good knowledge of contact center technologies and concepts such as IVR (Interactive Voice Response), ACD (Automatic Call Distribution), PBX (Private Branch Exchange), including call queuing, routing, and agent management.

Proficiency in SQL and NoSQL databases for storing and managing data related to customer interactions and contact center operations.

Experience with cloud platforms such as AWS, Azure, or Google Cloud.

Experience in building integrations with RESTful APIs and familiarity with API design principles.

Familiarity with front-end development (HTML, CSS, JavaScript).

Experience with version control systems (e.g., Git).

Knowledge / Skills / Abilities

Broad knowledge of software development life cycle protocols. Extensive knowledge of applicable programming language.

Experience documenting complex processes and generating supporting design documents and diagrams.

Experience working with cross-functional teams and facilitating teams to identify and implement solutions to complex problems. Ability to assess and initiate actions independently.

Experience and skills in influencing, leading and directing individuals in multiple functional areas.

Attention to detail and commitment to quality.

Strong customer service skills.

Strong business analytical and problem-solving skills. Self-motivated, demonstrated bias for action.

Benefits

• Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click

Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page. can the underlined be a link to

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.