Software Engineer - Contact Center

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

Contact Center Software Engineer that will be responsible for CRC Contact Center applications (AWS Connect). Deliver technically complex solutions. Perform system integration support for all project work. Consult and partner with the business product owners to understand the end goal and offer solutions and recommendations during the design.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Design and implement contact center solutions using Amazon Connect, Lambda, Lex, S3, and other AWS services.

2. Develop and maintain custom contact flows, IVR systems, and routing profiles.

3. Build and integrate APIs to connect Amazon Connect with internal systems and third-party platforms (e.g., CRMs).

4. Integrate AWS Connect with enterprise systems using RESTful APIs and event-driven architectures

5. Automate deployment and configuration using CI/CD tools (e.g., Jenkins, GitHub Actions, Terraform)

6. Troubleshoot and resolve production issues related to call routing, latency, and system performance.

7. Ensure secure access and data handling using IAM roles, encryption, and compliance best practices.

8. Lead and participate in the development, testing, implementation, maintenance, and support of highly complex solutions in adherence to company standards, including robust unit testing and support for subsequent release testing. 9. Build non-functional monitoring capabilities and provide escalated support for highly complex applications in production.

9. Build in and maintain security controls and monitoring in support of company standards.

10. Typically lead moderately complex projects and participate in larger, more complex initiatives.

11. Solve complex technical and operational problems.

12. Act as a resource for teammates with less experience May oversee the work of a small team.

13. In an Agile environment: Responsible for delivering high quality working software and automating manual/reusable tasks working directly, and engage with, the business from the beginning of the design work. Leverage continuous engineering practices to deliver business value regarding effectiveness of the design. Actively participate in refining user stories. Responsible for design, developing, and maintaining automated unit testing, and supporting integration and functional testing. Responsible for providing automated monitoring capabilities, providing warranty support, and providing knowledge transfer to production support. Develop code in accordance with the acceptance criteria established by the Product Owner.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor's Degree and six to ten years of experience or equivalent education and software engineering training or experience

2. Strong proficiency in AWS services (Lambda, S3, DynamoDB, CloudFormation)

3. Experience with contact center technologies and telephony systems 4. Understanding of key business processes and competitive strategies related to the IT function

4. Ability to plan and manage projects and solve complex problems by applying best practices

5. Solid understanding of REST APIs, microservices, and event-driven architectures

6. Ability to provide direction and mentor less experienced teammates.

7. Ability to interpret and convey complex, difficult, or sensitive information

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group, we're committed to supporting every aspect of teammates' well-being - physical, emotional, financial, social, and professional. Our best-in-class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

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