Contact Center Software Engineer

Plano 2 (31062), United States of America, Plano, Texas

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 Software Engineer

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.

Responsibilities & Expectations:

  • We are currently seeking to hire a Cloud Engineer with a strong focus on Voice technologies such as Amazon Web Services, Google Cloud, Microsoft Azure, Cisco, Asterisk, Cloud formations, Hybrid Cloud, and virtualization. The ideal candidate would provide technical guidance, technical designs, architecture, and implementation.
  • Prior experience with Agile Framework and JIRA a plus
  • Cisco ICM and CVP development
  • Build and deploy Cisco ICM/UCCE Scripts
  • Work with the business to determine project requirements and translate them into Agile stories
  • Based upon the Agile stories create and document application design for specific ICM script and configuration changes
  • Review ICM script changes with engineering team and provide leadership guidance and approval
  • Act as a consultant to other engineering/architecture and operations team.
  • Assist in finding solutions, work arounds and be an escalation point to determine root cause analysis for Cloud and network incidents
  • Partner with service delivery managers and platform engineering to enable design improvements.
  • Once script and configuration changes are determined schedule, implement, and provide post change validation for changes
  • Review changes with business and make any additional adjustments in order to ensure calls are routing as intended.
  • Act as a consultant to the operations team. Assist in finding solutions, work arounds and to determine root cause analysis for telecom incidents.
  • Partner with service delivery managers and platform engineering to enable design improvements.
  • We're looking for self-starters, self-driven, and those who can work independently, with and across teams, and regardless of role or level, people with leadership and mentoring skills, freely sharing their knowledge, supporting an agile team environment and mutual growth
  • Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams, leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together
  • We seek and value talent magnets, creative technologists and change agents
  • If you have not figured out yet this place is really running fast and hard. Looking to punch a clock? Turn back. Come here and expect to get things done!!

About You:

  • You're fungible, and for that matter, fun!
  • Insatiably Curious. You ask why, you explore, you're not afraid to contribute ideas. You can work at a tiny crack until you've broken open the whole nut
  • You're not intimated by challenges
  • You love learning new technologies, working with strong teams and mentoring others
  • We're seeking someone super passionate about their craft, particularly all things Voice and hyper-focused on delivering world-class solutions on an aggressive schedule. Is this you? We invite you to apply

Basic Qualifications:

  • Bachelor degree or Military Experience.
  • At least 4 year of experience managing Cloud Telephony and hosted/on-premise systems for call center services in both an outsourced and insourced service model.
  • At least 4 years of experience in working with the Cisco Intelligent Call Management (ICM), Unified Contact Center Enterprise (UCCE)
  • At least 4 years of experience in building and deploying Cisco ICM/UCCE Scripts
  • At least 4 years of experience configuring, supporting, installing and troubleshooting Cisco UCCE and Cisco ICM with Avaya deployments

Preferred Qualifications:

  • Bachelor's Degree in Computer Science
  • ITIL V3 Foundation Certification and understanding and knowledge and use of other IT related frameworks- Agile
  • At least 2 years of experience working IP routing and switching
  • At least 2 years of experience working with security
  • At least 2 years ACD and VRU Peripheral Gateways, Configuration Manager, Script Editor, Cisco Unified Communications Manager, CTIOS, Jabber and Finesse.
  • At least 2 years' Knowledge and experience with CVP, CUSP, VXML Gateway, CVP Call Studio
  • At least 1 year experience with managing Cisco, Avaya and NICE systems and carrier toll free services

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 have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at

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