Contact Center Platform Engineer

About Client :

The Client is a leading global IT services and consulting company, providing a wide range of services to clients in various industries, including banking, financial services, retail, manufacturing, healthcare, and more.

It is one of the largest employers in the IT industry and has a vast and diverse workforce. The company places a strong emphasis on employee training and development.

Client is known for its commitment to innovation and invests in research and development to stay at the forefront of technological advancements.

It offers a comprehensive set of services, including :

IT Services : Application development, maintenance, and testing.

Consulting : Business consulting, IT strategy, and digital transformation.

Business Process Outsourcing (BPO) : Outsourcing of business processes to improve efficiency.

Enterprise Solutions : Implementation and support of enterprise-level software solutions. Digital Services : Services related to digital technologies, such as analytics, cloud, and IoT.

Salary Range : $110K-$120K / Annum

Job Description :

5+ years’ of hands-on experience in coding / development in Contact Center platform (Routing / Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc)

2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.

Experience in AWS Lex & Lambda for development of ChatBot

4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience

4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python

Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc

Experience integrating with CRM apps including SalesForce and ServiceNow is a plus

Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.

Agile knowledge with SAFe or NWOW framework is preferred

Experience involving digital transformation activities in large organization is a plus

Bachelors in computer science or related fields

Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.

Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database)

Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.

Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting

Support and maintain existing Avaya Telephon

About ApTask :

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work.

As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management.

With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development.

As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries.

Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer :

At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes.

Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

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