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Remote Cloud Contact Center Developer (Amazon Connect)

Dallas, Texas
Position Title: Senior Cloud Contact Center Developer/Architect
Location: Birmingham AL, Chicago IL, Dallas TX, or Jacksonville FL
Position Status: Contract to Hire

Position Description:
Our client is looking for Senior Cloud Contact Center Developer/Architect candidates for a position located in Birmingham AL, Chicago IL, Dallas TX, or Jacksonville FL. The Contact Center Technology Developer/Architect works closely with business and technical teams to implement new service solutions through intuitive interactive voice response (IVR) and contact center technologies. As a technical expert, the Solutions Architect is a cross-functional collaborator who seeks to understand business needs, strategic goals and industry best practices.

Duties and Responsibilities:
  • Identifies technology solutions and applications to meet internal client’s business requirements from both a functional and technical perspective.
  • Identifies gaps in business requests and seeks feedback from appropriate stakeholders to clearly define a complete solution which includes systems requirements.
  • Develops internal documentation for IVR and contact center solutions including design artifacts, proof of concepts and prototypes.
  • Consulted by business analyst(s) during development of business use cases and requirements documentation.
  • Conducts research on emerging contact center technologies to recommend solutions that will increase cost effectiveness and infrastructure flexibility.
  • Provides telephony consulting expertise, direction and assistance to business analysts, IT engineers and other system engineers.
  • Facilitates design reviews for both technical and business stakeholders.
  • Leverages technical experience and shares knowledge to help increase team subject matter expertise across the telephony and contact center domain.
 
Required Skills:
  • 8+ years hands-on experience with contact center technology including networking and telecommunications engineering, telephony systems (including ACD and call automation), contact center operations, vendor and service management and security
  • 3+ years working with cloud contact center services (AWS experience preferred)
  • 3+ years in vendor and service management, including cloud-based services
  • Applied knowledge of the Amazon Connect platform including contact flows, contact routing, queues and agent setup
  • Advanced knowledge of the AWS ecosystem, specifically the services that impact Amazon Connect including Lambda, DynamoDB, Lex, Polly, Cloud Watch and Cloud Formation
  • Applied knowledge of communications protocols and APIs such as WebRTC and SIP
  • Applied knowledge of programming languages: JavaScript, Python, Angular

Experience:
  • Experience managing projects or complex engagements involving multiple stakeholders
  • Build relationships with technical leaders and business stakeholders to enhance collaboration, information sharing, decision-making and influence decisions.
  • Demonstrates deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center metrics.
  • Proven ability to solve problems and apply critical thinking skills, interpret inputs and make sound decisions.
  • Comfortable working in a fast-paced and ever-changing environment with often-ambiguous business requirements and multiple competing priorities.
  • Must be agile, team-oriented and organized.
  • Some travel required.

Required Education:
Bachelor’s degree in Telecommunications, Computer Science, related field or related work experience.



About Seneca Resources:
Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.

We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
 

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