Contact Center Technical Lead (IVR)

Summary: This individual will perform the necessary analysis and design tasks related to the development of solution architectures in alignment to the enterprise technical architecture and business strategy. Specifically, this individual should be capable of designing, coding, testing and implementing applications systems. Regularly troubleshoots problems with production systems. This position is required to handle enterprise applications and programs in the Interactive voice response (IVR) technology space that handle 400,000+ calls daily. Responsibilities: Will be responsible for designing application solutions and architectures that will enable a simpler, secure, and efficient future state that ensure adherence to business requirements and strategies as well as adherence to technology standards, best practices, enterprise architecture, and trends. Provide technical consultation, research, etc. for application development projects as needed. Participate in the evaluation and selection of standard technologies and/or products. Specifically, contact center applications and Omni channels in the call center areas. Define architecture and application development principles, standards, and processes as opportunities arise. Ability to demonstrate thought leadership. Ability to establish and maintain a high level of customer trust and confidence in the application team's knowledge of and concern for customer requirements Must be proficient in the following: Seven to 10 years in IT; a minimum of 5 years as a solution or application architect including experience as a technical leader. Demonstrated architect experience includes a history of working on a variety of applications supporting a variety of business capabilities and functions with working knowledge of one or more multi-user multitasking operating system. Strong understanding of Omni-channel and multi-channel design patterns Ability to design and build federated platforms facilitating SSO, Authentication, and authorization across multiple applications.? IVR (Voice XML, Jira XML, Genesys, SIP) experience huge plus Working knowledge of contact center technologies with an emphasis on Genesys but also open to Avaya and Cisco. CTI (Computer Telephony Integration) Verbal and written communication skills, with an ability to express complex technical concepts in business terms Demonstrated solid experience in Information Technology application development working with structured methodologies and development of large scale applications ASP.Net experience using C# within Visual Studio.Net Strong understanding of the .Net framework, XML,XSLT, HTML, CSS, web services and real-time applications knowledge with Oracle and MS SQL Server as data source Strong technical knowledge in Objected Oriented Development methodologies, design and implementation Experience with Agile Experience with continuous automated testing and deployment techniques (CI/CD) Experience with vendor integration, Cloud and DevOps are preferred

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