Sr. Software Engineer - Amazon Connect

GEICO's Enterprise Voice team is seeking a highly motivated, process-oriented Software Engineer/Systems Engineer for our contact center technologies. You will help drive our insurance business transformation as we redefine experience for our customers.

Position Description

Our Principal Engineer is a lead member of the Voice engineering staff ensuring we provide a friction-less experience to our customers, maintain the highest standards of security and availability. Our team thrives and succeeds in delivering high-quality technology products and services in a hyper-growth environment where priorities shift quickly. The ideal candidate has broad and deep technical knowledge, typically ranging from front-end UIs through back-end systems and all points in between.

Responsibilities

• Provides leadership to engineering teams utilizing best practices for Voice and related technologies

• Owns complete solutions across the entire life cycle while utilizing strong problem-solving ability

• Influences and builds vision with product managers, team members, customers, and other engineering teams to solve complex problems for building enterprise class business applications

• Holds accountability for the quality, usability, and performance of the solutions

• Leads design sessions and code reviews to elevate the quality of engineering across the organization

• Mentors junior team members in Voice and related technologies

• Shares best practices and improves processes within and across teams utilizing documentation and knowledge sharing sessions

• Understand Business requirements to translate them into technical solutions

Qualifications

• ​​​Fluency and Specialization with at least two modern languages such as Java, C++, Python or C# including object-oriented design 

• ​Experience in building products using micro-services oriented architecture and extensible REST APIs 

• ​Experience building the architecture and design (architecture, design patterns, reliability, and scaling) of new and current systems 

• ​Experience with continuous delivery and infrastructure as code 

• ​Fluency in DevOps Concepts, Cloud Architecture, and Azure DevOps Operational Framework 

• ​Experience in leveraging PowerShell scripting 

• ​Experience in existing Operational Portals such as Azure Portal 

• ​Experience in application monitoring tools and performance assessments: Splunk or Application Insights 

• ​Experience in Datacenter structure, capabilities, and offerings, including the Azure platform, and its native services 

• ​Experience in security protocols & products: Understanding of Active Directory, Windows Authentication, SAML, OAuth 

• ​Experience in Azure Network (Subscription, Security zoning, etc) 

• ​​In-depth knowledge of CS data structures and algorithms 

• ​Strong problem-solving ability  

• ​Ability to excel in a fast-paced, startup-like environment 

• ​Knowledge of developer tooling across the software development life cycle (task management, source code, building, deployment, operations, real-time communication)

• Must be knowledgeable of Contact Center technologies to include, Call Flows, IVR’s, Quality Management, Workforce Engagement Management, Operational Reporting, Speech Analytics.

• Must be knowledgeable of Unified communication and collaboration.

• Must have in-depth understanding Contact Center Operations to include Call Flow Queue Prioritization Strategies, Call Flow Optimizations, and other key design elements.

• Must be knowledgeable of software coding and/or following standard processes that have been published and the guidelines for the design

• Must have the ability to create architectural diagrams and understand dataflows to develop or implement a technical solution.

• Must be able to lead, plan, estimate work and teach subject matter expertise to develop junior team members

• Understanding of Observability principles to include best monitoring practices, log review, alerting and reporting

• Strong Troubleshooting skills for all aspects of the Contact Center Platforms and required to be on call for production support

• Must be able to communicate in a clear, concise, professional manner, to be understood by customers, clients, co-workers, and other employees of the organization

• Design, Configure, deploy, and Operate Cisco Unified Call Manager, Unified Contact Center Enterprise, Cisco Unity, Cisco Voice Portal, Finesse Systems, Cisco Unified Intelligence Center, Cis