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Programmer III -IT Contact Center Manager id-19208

IT Contact Center Manager - Remote - we have 3 positions.

  •  Work closely with internal and external customers leadership as part of a project team to Manage design, development, testing, and deployment of Contact Center supporting applications and Features.

  •  Manage implementing integrations between the contact center environment and external applications (conversational intelligence, AI, voicebots, chatbots, speech analytics, UI, etc.).

  •  Manage customer's requirements using various APIs and services.

  •  Involved in reviewing requirements and providing high Level ROM estimates for new

    solutions during pre-sales and transition process.

  •  Readily take action on new challenges and adapt to changes without needing long

    leadtimes.

  •  Partner with Business Owners to assess backlog, pipeline and prioritize initiates, projects

    and develop Contact Center roadmap

  •  Communicate effectively to convey a clear understanding of the unique needs of different audiences.

  •  Demonstrate self-awareness around work space, process, and the ability to grow personally and professionally.

  •  Act with a clear sense of ownership.

  •  Ensure the team Builds and develops solutions that meet stakeholder expectations.

  •  Make sound decisions, even in the absence of complete information.

  •  Mentor the team to learn and adopt new technologies, improve in key competencies,

    and help grow their career.

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  • Readily adopt key personal, interpersonal, and leadership behavior.

  •  Deal constructively with problems that do have clear solutions or outcomes.

  •  Take on the challenge of unfamiliar tasks.

  •  Attract and select diverse and high caliber talent.

  •  Keep up with current and possible future policies, practices, and trends in the

    organization, with the competition, and in the marketplace.

  •  Develop others through coaching, feedback, exposure, and stretch assignments.

  •  Invite input and share ownership and visibility.

  •  Anticipate and deal comfortably with organizational dynamics and politics.

  •  Articulate credible pictures and visions of possibilities that will create sustainable value.

  •  Bachelor's or Master's Degree in Computer Science or similar discipline/experience

    preferred.

  •  Software Development: General Experience

  •  7-10 years software development experience in a modern programming language.

  •  5+ years of software development experience in JavaScript or related technologies.

  •  Experience with distributed systems and service-oriented architectures.

  •  Focus on Managing, designing and implementing systems for scalability, security,

    performance, testability, supportability, and maintainability.

  •  Experience owning and managing services end-to-end, from debugging and testing to release management and monitoring.

  •  Strong communication skills: in person and on paper. You can very effectively explain functional/ technical concepts to both technical and non-technical stakeholders.

  •  Cloud Architecture and Engineering Experience is a plus

  •  Experience/Familiarity with one or more of the following platforms: Amazon Web

    Servies, Google Cloud Platform and Microsoft Azure

  •  Familiarity in any of the following languages/environments/APIs is a plus:

    o Node.js o ReactJS o Redux

  •  Familiarity in the following languages/environments/APIs is a plus:

o Backend App Server Development o Front End Web Development
o Express

o Material UI

o Twilio APIs

  •  Proficient in document creation.

  •  Experience with Git-based Source Control Platforms.

  •  Understanding of requirements and drivers of call center operations teams and

    customer experience (applications, tools, staffing, reporting, SLAs) is preferred.

  •  Experience with CCaaS platforms (Cisco, Genesys, NICE inContact CxOne, Twilio Flex) is a

    plus.

  •  Experience in managing development, integration, deployment, and support of Contact

    Center as a Service (CcaaS), Communications Platform as a Service (CpaaS), and

    Infrastructure as a Service (IaaS) applications is preferred.

  •  Experience with WebRTC, ICE, STUN, TURN is a plus.

  •  Understanding of telecommunications infrastructure (PSTN, SIP) is preferred.

  •  Experience with migrating agents and large enterprises to call center/VoIP applications

    is preferred.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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