Role: Sr. Software Engineer
Locations: El Paso, TX / Pine Brook, NJ/ Plano, TX/ McKeesport, PA/ Christiansburg, VA
Job Type: Fulltime
Job Duties and Responsibilities
The Call Routing team is looking for an individual to design, document and support custom applications for contact center agent tools. This person will also support the greater Contact Center platform and related applications. This position will need to interact with each internal business partner to define requirements, and develop and support these within our client's enterprise contact center. This person will be required to work cross functionally with Operations, IT, Sling, CSC, Client and Sales departments. The successful candidate will be able to navigate a corporate environment.

• Support for contact center development projects, primarily the agents' phone system interface.
• Assist lead developer in designing and supporting custom web services, front-end applications, and support databases.
• Lead projects to integrate our solutions with 3rd-party providers and cloud vendors.
• Collaborate with security and compliance teams to build secure solutions
• Work with the team to identify key areas where we can automate to improve processes.
• Collaborate and peer review development and scripting work completed by other developers.
• Work with customer experience and sales organizations to design and develop routing solutions to increase customer satisfaction and agent efficiency.

Support of contact center infrastructure..

• Document solution design and any documentation required for support of custom solutions.
• Analyze and diagnose production issues, triage and assign priorities to resolve and document issues for ongoing stability.
• Represents the interests of the department and our subscriber base in cross-functional meetings and with the executive team.
• Participate in an on-call rotation with other team members to support after-hours and weekend support.

Education and Experience:

• Bachelor's degree and five years of related experience; or eight years of related experience and training; or equivalent combination of education and experience supporting large, multiple call center environments

Skills and Qualifications:

• 5 years professional experience in commercial or web-scale system software development and delivery
• Need to have at least 1 year of aws connect experience.
• AWS backbone services like DynamoDB, ECS, EKS, IAM, Lambda is desired
• 2 years of experience with No-SQL databases like DynamoDB, MongoDB is desired
• Proven object-oriented design and implementation skills (Java, and/or C #)
• Experience with React / Angular or any client side frameworks is preferred
• Experience with working on CI/CD pipelines using Git is desired
• Experience with building microservices and deploying them over containers
• Excellent time management skills are required including the ability to multitask, be organized and drive projects towards completion
• Experience working with large scale projects; operational management and corporate strategic experience is preferred
• Ability to facilitate a project with multiple steps from conception to delivery and measure success
• Proven success in leading cross-functional teams by communicating effectively and professionally
• Ability to learn quickly, prioritize and work under pressure, adapt to a rapidly changing environment and demonstrate a sense of urgency
• Solid verbal and written communication skills
• Experience mentoring junior software engineers to improve their skills, and make them more effective, product software engineers

Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.