Sr. Software Engineer

Job Description:

• Designs, modifies, develops, writes and implements software programming applications.
• Supports and/or installs software applications/operating systems.
• Participates in the testing process through test review and analysis, test witnessing and certification of software.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.
• Cisco/Genesys CCaaS and Google CCAI preferred. Cisco CVP and ICM experience required.

Job Tasks:

• Configure, review and oversee documentation of call flows and interdepartmental documents and communications
• Gather project requirements and configure to continually improve our member experience
• Act as a voice application subject matter expert for the internal team and business partners
• Join support calls with partner and providing sufficient details as needed to resolve issues
• Assist in developing application roadmap and strategy
• Application report gathering and analysis
• Train and mentor team members on application and technical skills.

Qualifications:

• 5-10 years of experience
• Cisco CVP, CUIC and ICM experience required
• IVR Configuration Training, Required Application Certification
• Call center experience preferred. Required vendor trainings.
• Technical troubleshooting experience
• IVR and call flow experience preferred
• College degree in a related area of study preferred
• Business analysis experience preferred
• Proficient in Microsoft Office Applications (Excel and Visio)
• SQL experience (preferred)
• Strong analytic and problem solving skills