Law

Duration: 6 months or could go longer

 The Call Center Software Engineer (Contact Center Developer) analyzes requirements and designs, develops, tests, deploys and maintains application systems, programs, functions, services and other related software components in response to enterprise needs of moderate to high complexity in the fast paced contact center environment.

The tasks include:

Analyze requirements and design solutions for approved projects and change requests of moderate to high complexity and risk 

Gather, organize and document data and requirements from various stakeholders and constituencies according to given direction and standards.

Participate in design consultations with hardware and software technicians.

Develop, document and present design solutions and supporting rationale.

Design and develop system, application and program code according to business and technical requirements.  

Prepare design documentation; submit for design review. Convert basic specifications into equivalent infrastructure and application software structures.  

Code and unit test independently or as part of a development team. Submit software products for review of compliance with best practices, standards and enterprise architecture (code review). Participate in quality assurance and testing to achieve quality objectives.  

Participate in quality assurance and testing activities according to planned schedules. Learn, use and gain experience with testing tools and techniques.

Perform technical support activities required for execution of test plans.

Perform root cause analysis and defect correction as indicated by test results

Implement solutions.

Adhere to Assurant change management requirements for application and system implementations. Analyze conditions, consult with experienced personnel and propose strategies that minimize implementation risk and/or improve system reliability and performance. Prepare change and Help Desk documentation according to implementation requirements. Provide for disaster recovery and back-out mechanisms as directed. Perform software implementation activities as directed and according to current standards and policies. Monitor implementations and respond appropriately and as directed in the event of disruptive impacts. Provide system support. 

Qualifications:

Experience in the call center and/or IVR/VRU and CTI 

Experience in Cisco CVP and CTI 

Experience in developing complex IVR/VRU call flows and/or developing a softphone

Experience with IBM Websphere and Tomcat servers

Strong understanding of Java 4 and above, Servlets 2.4, JSP 2.0, JDBC, Beans, RAD

Strong experience developing Web Services 

SQL -Writing simple to moderate queries, joins and stored procedures.

Willing to learn new concepts/ development  tools in Call Center Technology world and use them to develop applications

Effective oral and written communication skills.

Team player

Great attitude

Level of knowledge ordinarily acquired through one or both of the following:

Completion of Bachelors degree in CIS, MIS, etc. and

For the (4) Developer openings:  at least 2 – 3 years of increasingly responsible professional experience in related field utilizing the skills/technologies noted above

For the (1) Lead Developer opening:  at least 5 years of increasingly responsible professional experience in related field utilizing the skills/technologies noted above as well as proven leadership experience leading others on projects with a broader platform understanding than the 4 developer openings

Knowledge of quality assurance and testing procedures, processes and techniques employed across platforms and environments in areas of technical specialties

Knowledge of program design and object oriented principles

Travel may also be required for job-related training and assignments.

The job incumbent must perform duties under pressure in a fast-paced, high volume, professional environment.