# Contact Center Cloud Engineer, VP

**Company**: Barclays Services LLC
**Location**: Whippany, NJ
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $193,461 - $200,000 per year
**Category**: Engineering
**Industry**: Finance

**Apply**: https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Building-300-Whippany-Campus-Jefferson-Park/Contact-Center-Cloud-Engineer--VP_JR-0000133475?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a97489fc-da6

## Description

We are seeking a Contact Center Cloud Engineer, VP to oversee the design and maintenance of cloud-based Contact Centre solutions and solve complex problems and real-world use cases in Contact Center.

Responsibilities:

- Design, develop, and improve software using various engineering methodologies

- Collaborate with product managers, designers, and other engineers to define software requirements and devise solution strategies

- Participate in code reviews and promote a culture of code quality and knowledge sharing

- Stay informed of industry technology trends and innovations and contribute to the organization's technology communities

- Adhere to secure coding practices to mitigate vulnerabilities and protect sensitive data

- Implement effective unit testing practices to ensure proper code design, readability, and reliability

As a Vice President, you will:

- Contribute to or set strategy, drive requirements, and make recommendations for change

- Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalate breaches of policies/procedures

- Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does

- Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business

Specific responsibilities for this role:

- Oversee the design and maintenance of cloud-based Contact Centre solutions and solve complex problems and real-world use cases in Contact Center

- Evaluate and enhance IVR software engineering processes to increase efficiency, streamline workflows, and optimize team productivity

- Guide engineers to build and integrate LLM-powered conversational IVR experiences that provide human-like interactions

- Lead team(s) to solve complex problems and real-world use cases in Contact Center

- Manage call flows by building and enhancing state machine-based orchestration; manage risk and strengthening controls in relation to the work the team does

- Optimize sentiment analysis and voice bot interactions for personalized customer experience

- Command the development and enhancement of end-to-end Contact Center Omni-channel solution

- Mentor and support team members' professional growth, conduct performance reviews, provide actionable feedback, and identify opportunities for improvement

- Manage a team of 8 Software Developers

Benefits:

- Competitive and generous employee benefits, including medical, dental, and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances

- Eligible for an incentive award

Salary:

- Minimum: $193,461 per year

- Maximum: $200,000 per year

## Skills

### Required
- cloud-based Contact Centre solutions
- IVR software engineering
- LLM-powered conversational IVR experiences
- state machine-based orchestration
- sentiment analysis
- voice bot interactions

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Source: [Apply at barclays.wd3.myworkdayjobs.com](https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Building-300-Whippany-Campus-Jefferson-Park/Contact-Center-Cloud-Engineer--VP_JR-0000133475?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)