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Principle Engineer - Software Develop...

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Principle Engineer - Software Development CCaaS

Verizon Chennai, Tamil Nadu (Onsite) Full-Time
When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife. What you’ll be doing...

Omni Voice handles all projects related to Voice Technology in Verizon Consumer Group. The team handles the IVR (Interactive Voice Recognition) Voice Application Development in Avaya Experience Platform, Voice Tools Management, and Voice Applications in Contact Center, Voice Biometrics & Fraud Management and also Voice Bot Development in Alexa, Google Dialog Flow (GDF). All these applications use Microservices framework for orchestration & technology management. Team is looking for a candidate to be part of the SRE team, contributing & leading SRE design practices along with managing observability Platform. You would primarily be working on apps by leveraging CICD pipelines, managing telemetry tools, call data analysis and ensuring environment uptime. This is one of the critical service streams for Verizon, and being a high-volume application, performance & scalability in this case is of paramount importance. Defining and own Solution Architecture from definition phase to go-live phase to provide stability.

  • Providing leadership on complex projects, mentoring the team with specific emphasis on contact center data and systems analysis, routing design, and testing.

  • Architecting, design, business rule development, and testing of new and enhanced contact center functionality within the revenue recognition application and source systems.

  • Adhering to industry standards and best practices and understanding contact center emerging technologies and trends to continuously improve the contact center systems, application, infrastructure, and processes.

  • Presenting problem statements/data/conclusions/recommendations in a consumable, meaningful, and insightful manner.

  • Guides project planning for complex / multiple technology project, applies key insights and learnings (from previous success and failures) and effectively plans and prioritizes resources across all major technology projects to meet IT goals as efficiently as possible.

  • Acting as a liaison between IT and business community to develop business and system requirements based on input gathered from a variety of sources including analysis and feedback from end user, subject matter experts and architects.

  • Coordinating and communicating with stakeholders and leadership on the function’s successes, challenges, and opportunities, and serve as automation champion and change agent.

  • Plays the role of strategic partner and trusted advisor; provides recommendations to executive management on how to position the IT organization.

  • Managing software delivery with both onshore and offshore resource teams and with IT vendors. Improve global team productivity.

  • Handling administrative and resource management of a portfolio comprising multiple projects and large teams. Accountable for sound financial decisions required to manage significant capital and expense budgets.

  • Maintaining a high level of employee morale within the team, motivating them to adhere to best practices and deliver outstanding service

  • Creating clear career paths for team members and help them to grow with regular deep mentoring. Perform regular performance evaluation and share and seek feedback.

  • Supporting the overall design and implementation of the program vision, and provide clarity and strategic roadmap for the team.

  • Creating a working environment that cultivates and utilizes proactive actions, methods and opportunities with a strong sense of accountability and ownership

Where you'll be working...
 

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for... You’ll need to have:

  • Bachelor's degree or four or more years of work experience.

  • Six or more years of telephony / Computer Telephony Integration (CTI) work experience, with mandatory CCaaS hands on experience end to end.

  • Experience in building and maintaining the Voice applications (eg: Self-serve, conversational, queue experience).

  • Experience in building Custom CTI components using TSAPI, JTAPI and DMCC Api is needed

  • Experience in Voice portal platform - AAEP / CVP / GVP.

  • Experience in managing the Customer Call back platforms using Virtual Hold / Mindful.

  • Experience in designing and analyzing the Contact center Custom Reports and KPIs.

  • Extensive Knowledge or Experience in contact centers platforms including SIP Communications, RDP / SRDP, Media Gateways, Communication Managers, Session Controllers.

  • Extensive Knowledge or Experience in Contact center vendor Telephony Components including AVAYA eco system or CISCO eco system is needed.

  • Knowledge about IVR scripting - VXML 2.1 / AVAYA OD framework and building call control application using CCXML.

  • Knowledge about the webservers including IIS, Tomcat and HTTPs.

Even better if you have one or more of the following:

  • Knowledge in AI routing and AI pairing.

  • Experience in real-time communication through WebRTC.

  • Knowledge or experience in conversational AI using CCAI

  • Experience in Microservices Frameworks on Java like Spring boot, spring reactive.

  • Experience in cloud-based voice assistant service like programing for Alexa, Google Home.

  • General Web Server Knowledge about Windows Server 2019 & RHEL based systems would be added advantage

  • Data base knowledge with experience in handling Cassandra, Postgres 10.0+ or AWS Aurora

  • Experience managing DevOps products (e.g., Gitlab, Jira, Jenkins, Artifactory, ansible)

  • Experience in validating and testing the APIs on HTTP and WebSocket.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.



Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our

page to learn more.

Recommended Skills

  • Api
  • Administration
  • Ansible
  • Apache Tomcat
  • Artifactory
  • Artificial Intelligence

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Job ID: TN-R-1019749

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