Job Description

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.

• 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.

• Undergraduate degree in IT, Computer Science, Engineering, or other relevant area
• Postgraduate or \xe2\x80\x98higher\xe2\x80\x99 degree in a relevant discipline (desirable)
• AWS certifications highly regarded.
• Relevant professional qualifications / certifications

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