Contact Center Engineer

1750 Tysons (12023), United States of America, McLean, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Contact Center Engineer

Are you a software engineer that thrives in a vibrant, innovative and collaborative team? A master coder who has passion and a desire to remain hands-on in a rapid, dynamic environment? Do you want to work for a tech company that writes its own code, develops its own software, and builds its own products? We experiment and innovate leveraging the latest technologies, engineer breakthrough customer experiences, and bring simplicity and humanity to banking. We make a difference for 65 million customers. We're changing banking for good.

At Capital One, you'll be part of a big group of makers, breakers, doers and disruptors, who love to solve real problems and meet real customer needs. We want you to be curious and ask "what if?" Capital One started as an information strategy company that specialized in credit cards, and we have become one of the most impactful and disruptive players in the industry. We have grown to see ourselves as a technology company in consumer finance, with great opportunities for software engineers who want to build innovative applications to give users smarter ways to save, transact, borrow and invest their money, as we seek to disrupt the industry again.

As a Capital One Contact Center Engineer, you'll work on everything related to our of converged IP contact center and voice self-service solutions (application and infrastructure) by using cutting-edge technologies, frameworks and solutions to offer channel agnostic assisted service capabilities to our customers.

You will be the key part of the technical design and development of cross-functional, multi-platform application systems, and will have the opportunity to remain in a hands-on engineering role, writing beautiful code, while working with other software engineers on complex and high priority technology projects.

Responsibilities:

  • Hands-on participation in architecture and design of converged IP contact center and voice self-service solutions (application and infrastructure)
  • Creation, analysis, and troubleshooting of IVR call flows and its role in a complex multi-component environment through visualization and orchestration.
  • Design and development of solutions for contact center ACD deployed in multi-side environment in Avaya and Cisco technologies
  • Demonstrate strong passion and capabilities in innovation and advancement in Contact Center technologies and concepts
  • Own the technical design and development of cross-functional, multi-platform application systems.
  • Work with business partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.
  • Collaborate with performing teams to deliver new capabilities in business applications and/or remediate issues.
  • Enforce company policies in areas of development methodology, architecture, security, change and configuration management, compliance, and HR.
  • Analyze, define and document requirements for data, workflow, logical processes, hardware and operating system environment
  • Coordinate coding, testing, implementation and documentation of solutions
  • Responsible for key system design and integration decisions; and for communicating decisions to individuals implementing the system.

Basic Qualifications:

  • Bachelor's Degree or military experience
  • At least 2 years of experience in Contact Center technologies
  • At least 1 years of experience technical design and delivery large scale contact center solutions

Preferred Qualifications:

  • Masters Degree
  • 5+ years software development experience
  • 3+ years of experience in Agile
  • 1+ years of experience in Salesforce
  • 1+ years of experience in deploying cloud based Contact Center solutions

At this time, Capital One will not sponsor a new 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 4901-4920; 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.

If you require an accommodation to apply for a job or to perform a job, please contact Capital One Recruiting at 1-800-304-9102 or


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