Remote

IVR Engineer

TEKsystems
$60.00 - $65.00 / hr
United States, Maryland, Hanover
7437 Race Road (Show on map)
Nov 16, 2024
Description: Call center engineering team and needs additional engineers to support a new Genesys dialer platform. The Genesys dialer is an auto dialing outbound call solution that contacts members with important information. In addition to the new Genesys dialer platform, there are integration points that connect via API to the existing Amazon connect platform. Walk me through the day to day responsibilities of this the role and a description of the project (Outside of Workday JD): * Participate in the design, development and delivery of solutions on IVR solution * Develop efficient and high-performance call flows * Create unit tests to maximize code coverage and cover end to end business scenarios * Support existing architecture and code * Documents call flows and design as needed Work with other teams to understand scope and design efficient solution * Collaborates within the Agile framework, fosters a team approach to software development and delivery * Ensure all code developed follows DevOps practices Describe the performance expectations/metrics for this individual and their team: * The developer needs to be an experienced IVR developer with AWS Connect experience. * The candidate should have experience building contact flows (both call and chat) in AWS Connect. * The developer's primary responsibilities are to analyze, design, implement and test customized software applications. * The developer will have a strong knowledge of software development and design and will have experience working to develop business-critical applications for contact centers. Tell me about what their first day looks like: * Onboarding, ensuring access to systems, meeting the team, aligning calendars and schedules * What previous job titles or background work will in this role? * IVR Engineer * Telecom Engineer * Telecom integrations engineer Skills: node.js, aws lambda, Genesys dialer, Amazon connect, AWS, terraform, AWS SQS, firehouse, event bridge, telephony, Jira Top Skills Details: node.js,aws lambda,Genesys dialer,Amazon connect,AWS,terraform Additional Skills & Qualifications: work with the telephony modernization team delivering cloud based contact center solutions in AWS. * Writing resilient and thoroughly tested code to ensure reliability and smooth operation of the IVR system. * Lambda (NodeJS) API development enabling common functionality such as authentication, eligibility checks, claims processing, and payment handling. * AWS Cloud development in support of serverless architecture (API Gateway, SQS, SNS) * Designing and implementing scalable solutions that can handle fluctuating call volumes and diverse user interactions efficiently. * Breaking up monolithic code bases into feature driven repositories * Developing call center solutions in Amazon Connect / Lex (call flows, modules, queues, routing profiles, Lexbots for voice interaction) * Data management in DynamoDB for IVR prompts, and common metadata used throughout the IVR. * Creating middleware and essential tools utilized across the codebase, streamlining development processes and enhancing efficiency. * Collaborating across teams to standardize coding practices, and implementing automation for tasks like deployment and testing. * Configuring IAC templates in Terraform and CloudFormation. Experience Level: Expert Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.