Lead Senior Manager Software Engineer - Contact Center (Senior Manager - Remote Eligible)

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Posted 3 days ago United States Salary undisclosed
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Job Description

Plano 1 (31061), United States of America, Plano, Texas

Lead Senior Manager Software Engineer - Contact Center (Senior Manager - Remote Eligible)

Here at Capital One, we nurture an environment where people with a variety of thoughts, ideas and backgrounds, all guided by our Shared Values, come together to learn from each other and why Capital One is among the "100 Best Companies to Work For."

As part of a team that takes responsibility for Capital One's Voice needs, you will play an integral part in advancing Capital One's Networking eco-system and culture of technical excellence. You'll make a key contribution by providing quality day-to-day operational support for a robust suite of professional voice systems. Championing this creates ample opportunities for your growth in the form of working within cross-functional teams, on a constant stream of new challenges, and alongside other very talented technologists, all of which require you to continually innovate and grow with an evolving set of technologies.

If you're just looking for "a job", this probably isn't the place for you. We don't do complacency. We stretch the boundaries of the possible. We're looking for people who are always looking to grow and learn. We are seeking highly creative and intellectually curious Voice Engineers, at all levels, who are passionate about Voice, Networking, and all things geeky.

The Opportunity: Senior Lead Contact Center Software Engineer - Amazon Connect Telephony (Senior Manager)

Capital One, is hiring an Amazon Connect subject matter expert to join their team of talented technologists in Shared Tech as they drive the bleeding edge implementation of cloud contact center solutions. The successful candidate will be a technology leader in the organization by designing, developing, and implementing next-gen technology and a force multiplier by training his/her fellow technologists to be Amazon Connect SMEs.

Roles and Responsibilities:

  • Full Stack Software Developer with DevOps experience

  • Development will be primarily in a Cloud AWS environment

  • As a SME, lead the design, development and implementation of an Amazon Connect cloud based contact center solution as a pilot in the client's Shared Technology organization. The pilot program will initially focus on implementing services including, but not limited to:

    • Call Queue Flows, Agent Experience, Call Recording, Metrics, CTR Data analysis.

  • Act as a consultative technology leader and architect in the planning, architecture, design, implementation and maintenance of Amazon Connect. He/She will be the technology sounding board to determine which services are used and how they connect those services and must be able to lead the process and develop interconnectivity between services in Amazon Connect.

  • Act as the control point for all development and integration of services in the organization providing expertise in Lambda, Python and JSON.

  • Actively develop the knowledge base of leaders, peers, and partners in the organization through training and education opportunities. He/She will spread knowledge and expertise to every member of the team, becoming a force multiplier.

Capital One is open to hiring a Remote Employee for this opportunity.

Basic Qualifications:

  • Bachelor's Degree

  • At least 8 years of professional software engineering experience (Internship experience does not apply)

  • At least 1 year experience with cloud computing (AWS, Microsoft Azure, Google Cloud)

Preferred Qualifications:

  • Experience with an Amazon Connect design and implementation

  • AWS Certifications

  • Hands on experience in technical architecture including experience in architecting, designing and developing applications in an AWS Cloud Environment.

  • Prior experience with building applications using AWS services such as EC2, Route 53, CloudWatch,Kinesis, S3, Lex, Poly, Cloud Trail, and AWS Pricing Calculator.

  • 5+ years of experience in application development including hands-on development using Python,Lambda and JSON. Java development expertise is preferred.

  • Strong scripting skills (PowerShell, Bash, Ruby, Perl, Node.JS, etc.)

  • Experience with Agile Framework and JIRA a plus

  • BS level degree in Computer Science.

  • Strong Verbal and Written communication skills with the demonstrable ability to work with, lead and train individuals of varying technical acumen.

  • Basic understanding of VOIP/ Telephony

  • Understanding WEBRTC and contact center technologies

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections ; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).