Job Description

Job Responsibility:

• Design & Develop Cloud Contact Centre applications with ever increasing automation and new technology capabilities.
• Liaise with customer Business & IT leadership and translate their CX vision into Technology roadmap.
• Provide architectural & design guidance .

Essential requirements

• 10+ years building and designing Contact Centre applications with expertise in IVR, Self-Services, Complex Routing & Realtime/historical Reporting.
• 8+ years in a technology or engineering role.
• 3+ years working with AWS Services including but not limited to Amazon Connect, building call flow applications using Lambda functions, Dynamo DB, Cloud Front, Cloud Watch and S3.
• Demonstrated experience with application and system ownership. (Working with business and IT stack holders to build strong relationships by finding solutions to business problems, resolving issues, finding a better way, and delivering continuous value)
• Demonstrated expertise in designing next generation contact centre leveraging on AI/ML & Generative AI.
• Experience with VoIP and Web RTC in diagnosing voice quality issues
• Experience in one or more WFO/WFM products (Verint, Calabria, Nimbus, NICE etc. )
• Experience with (and ability to demonstrate capability with) automation & Infrastructure as code.
• High competency in coding and/or scripting
• Automation of continuous integration and continuous delivery pipelines
• Experience with cloud-based monitoring and logging tools such as Operata, Cloudwatch, New Relic, Elastic Search, Kibana, Pager Duty
• A comprehensive understanding of Source Control (GIT/Bitbucket)
• Thorough understanding of cloud and general IT infrastructure, networking, and security technologies
• Cloud native, with acute understanding of Agile & DevOps models and methodologies for operational environments
• Excellent oral and written communication skills with an ability to articulate technical information to non-technical people.

Desirable requirements

• Experience in developing Web applications
• Experience with Contact Centre applications such as Omni channel, Workforce management, Outbound Dialler, Analytics and Reporting
• Experience in both small- and large-scale real-time architecture design
• Experience managing VPC and Networking in the AWS cloud platform.
• Experience working in product development teams working with custom or package solutions
• Experience with standard and emerging database technologies (eg. Oracle, SQLServer, Aurora and Redshift, RDS)
• Documentation skills including technical architecture diagrams and knowledge management articles.
• Capable and confident presenter and facilitator of workshops with an ability to harness collaboration across internal and external parties.

Qualifications

• Undergraduate degree in IT, Computer Science, Engineering, or other relevant area
• Postgraduate or \'higher\' degree in a relevant discipline (desirable)
• AWS certifications highly regarded.
• Relevant professional qualifications / certifications

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jan 04 2024

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world\'s leading professional services companies, transforming clients\' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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