GEICO's Enterprise Voice team is seeking a highly motivated, process-oriented Software Engineer/Systems Engineer for our contact center technologies. You will help drive our insurance business transformation as we redefine experience for our customers.
Position Description
Our Principal Engineer is a lead member of the Voice engineering staff ensuring we provide a friction-less experience to our customers, maintain the highest standards of security and availability. Our team thrives and succeeds in delivering high-quality technology products and services in a hyper-growth environment where priorities shift quickly. The ideal candidate has broad and deep technical knowledge, typically ranging from front-end UIs through back-end systems and all points in between.
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Responsibilities
- Provides leadership to engineering teams utilizing best practices for Voice and related technologies
- Owns complete solutions across the entire life cycle while utilizing strong problem-solving ability
- Influences and builds vision with product managers, team members, customers, and other engineering teams to solve complex problems for building enterprise class business applications
- Holds accountability for the quality, usability, and performance of the solutions
- Leads design sessions and code reviews to elevate the quality of engineering across the organization
- Mentors junior team members in Voice and related technologies
- Shares best practices and improves processes within and across teams utilizing documentation and knowledge sharing sessions
- Understand Business requirements to translate them into technical solutions
- Fluency and Specialization with at least two modern languages such as Java, C++, Python or C# including object-oriented design
- Experience in building products using micro-services oriented architecture and extensible REST APIs
- Experience building the architecture and design (architecture, design patterns, reliability, and scaling) of new and current systems
- Experience with continuous delivery and infrastructure as code
- Fluency in DevOps Concepts, Cloud Architecture, and Azure DevOps Operational Framework
- Experience in leveraging PowerShell scripting
- Experience in existing Operational Portals such as Azure Portal
- Experience in application monitoring tools and performance assessments: Splunk or Application Insights
- Experience in Datacenter structure, capabilities, and offerings, including the Azure platform, and its native services
- Experience in security protocols & products: Understanding of Active Directory, Windows Authentication, SAML, OAuth
- Experience in Azure Network (Subscription, Security zoning, etc)
- In-depth knowledge of CS data structures and algorithms
- Strong problem-solving ability
- Ability to excel in a fast-paced, startup-like environment
- Knowledge of developer tooling across the software development life cycle (task management, source code, building, deployment, operations, real-time communication)
- Must be knowledgeable of Contact Center technologies to include, Call Flows, IVR's, Quality Management, Workforce Engagement Management, Operational Reporting, Speech Analytics.
- Must be knowledgeable of Unified communication and collaboration.
- Must have in-depth understanding Contact Center Operations to include Call Flow Queue Prioritization Strategies, Call Flow Optimizations, and other key design elements.
- Must be knowledgeable of software coding and/or following standard processes that have been published and the guidelines for the design
- Must have the ability to create architectural diagrams and understand dataflows to develop or implement a technical solution.
- Must be able to lead, plan, estimate work and teach subject matter expertise to develop junior team members
- Understanding of Observability principles to include best monitoring practices, log review, alerting and reporting
- Strong Troubleshooting skills for all aspects of the Contact Center Platforms and required to be on call for production support
- Must be able to communicate in a clear, concise, professional manner, to be understood by customers, clients, co-workers, and other employees of the organization
- Design, Configure, deploy, and Operate Cisco Unified Call Manager, Unified Contact Center Enterprise, Cisco Unity, Cisco Voice Portal, Finesse Systems, Cisco Unified Intelligence Center, Cisco Contact Center Management Portal, and other key networking technologies such as Voice Gateways.
- Deep understanding of Enterprise Cisco Voice Technology and data center stacks, to include Compute, Storage, security, and Network environments, and Working knowledge of secure practices (PII, PCI).
- Have familiarity with Voice technologies, including the Nuance Natural Language Platform, SQL databases, and Oracle Session Border Controller (SBC).
- Full Stack Software Developer with DevOps experience in AWS Cloud based technologies such as IAM, Kinesis, DynamoDB, Amazon Connect, Lambda, Amazon Lex, S3, CloudFront, Contact Lens, Sage Maker
- Designs and implements Amazon Connect Contact Flows according to the business needs and the best practices. Preferred Languages, Node.js, .Net, Python
- CICD Pipeline experience to include establishing of pipelines, integration to repos and automation of deployments. Preferred technologies include Terraform, CloudFront, Command line, Languages, JSON/YAML
- One of the following AWS Certifications: Associate, Professional, Specialty level
- 6+ years of experience in Contact Center technologies
- 4+ years of experience full stack software development using Node.js, JavaScript, or JSON or DevOps Operational Framework, Cloud Architecture
- 3+ years of hands-on experience developing Contact Flows, Queues and/Or Lex Bots
- 3+ years of hands-on experience on scripting using Terraform
- 1+ years of people management experience
- 4+ years of experience in open source frameworks is desired
- Bachelor's degree in Computer Science, Information Systems, or equivalent education or work experience
#Dice
Annual Salary
$76,000.00 - $236,500.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.
GEICO will consider sponsoring a new qualified applicant for employment authorization for this position.
Benefits:
As an Associate, you'll enjoy our Total Rewards Program * to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.