Technical Lead
Location: Hybrid local to Chicago, IL
Duration: 6 month CTH
Join our team as a Technical Lead where you will be at the forefront of designing, developing, and implementing advanced technology systems that enhance the efficiency and effectiveness of our customer support operations. In this role, you will work closely with IT and Customer Service Helpdesk teams to build and maintain robust Contact Center applications, leveraging industry-leading platforms such as Genesys, Microsoft Dynamics, and 8X8.
This position involves collaborating with cross-functional teams and external vendors to deliver innovative solutions that meet complex business needs. You will translate functional requirements into technical solutions, create design documentation, and oversee testing processes. Your contributions will play a critical role in driving the success of our customer service initiatives.
MAJOR RESPONSIBILITIES
- Design and develop scalable, reliable, and efficient customer service applications that meet business requirements.
- Collaborate with software vendors to configure, integrate, test, and deploy high-quality software solutions.
- Develop features for contact center operations, including call routing, IVR, and agent management tools.
- Integrate third-party APIs and services for functionalities such as SMS, voice calling, and CRM systems.
- Implement integrations with telephony providers and real-time communication platforms.
- Enhance agent productivity and improve customer interaction experiences through innovative solutions.
- Monitor application performance, optimizing for scalability, responsiveness, and reliability.
- Conduct integration testing with telephony systems and third-party APIs.
- Participate in requirements gathering sessions, and create comprehensive technical documentation.
- Provide technical support and troubleshooting for production issues related to CCaaS applications.
- Perform maintenance tasks, including bug fixes, performance tuning, and software upgrades.
- Stay updated with industry trends, best practices, and emerging technologies in CCaaS, cloud computing, and telephony systems.
- Develop a deep understanding of our business domain and apply this knowledge to all software development activities.
- Ensure compliance with all company policies, procedures, and regulatory mandates.
Work Experience
- At least 4 years of proven experience as a Software Developer, Software Engineer, or similar role.
- Experience building and maintaining customer service and helpdesk software and telephony systems, with a focus on platforms such as Genesys, CRM, Avaya, and 8X8.
- Strong knowledge of contact center technologies, including IVR, ACD, PBX, and agent management tools.
- Proficiency in SQL and NoSQL databases for managing customer interaction data.
- Experience with cloud platforms like AWS, Azure, or Google Cloud.
- Skilled in building integrations with RESTful APIs and familiar with API design principles.
- Familiarity with front-end development using HTML, CSS, and JavaScript.
- Experience with version control systems (e.g., Git).
Knowledge / Skills / Abilities
- Extensive knowledge of the software development lifecycle and applicable programming languages.
- Strong documentation skills, with the ability to generate detailed design documents and diagrams.
- Experience working with cross-functional teams to identify and implement solutions to complex problems.
- Proven ability to influence, lead, and direct individuals across multiple functional areas.
- Strong attention to detail and a commitment to delivering high-quality results.
- Exceptional customer service skills and business analytical abilities.
- Self-motivated, with a demonstrated bias for action.
