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