Principal Software Engineer

Summary

Join Brightspeed and help reimagine how people connect by providing fast, reliable internet. As a key member of our team, you will leverage IVR/market insights to optimize customer experience and identify expansion opportunities. You will design and implement Contact Center technological strategies, collaborating with cross-functional teams and vendors. This role requires expertise in various technologies and a Master's degree with relevant experience. The position is based in Charlotte, NC, with telecommuting options. Brightspeed offers competitive compensation, comprehensive benefits, and a commitment to a diverse and inclusive workplace.

Requirements

• Master’s degree or foreign equivalent in Computer Information Systems, Computer Science, or related technical field, plus two (2) years of post-baccalaureate experience as a Technical Lead, or related role
• Experience must include Java, Angular7, ReactJS, NodeJS, Restful APIs, AAEP, Avaya Aura Orchestration Designer 7.0/7.2.3, AWS API Gateway, AWS Lambda, Avaya CM, Avaya CMS, Apigee X, Weblogic, and SQL
• Experience must include Configuring Cisco ICM with VDN and Transfer Groups, Genesys CME with agent VDN; Voicegenie Telephony, Avaya Dialogue Designer, CCXML, Avaya CM, and VHT

Responsibilities

• Use IVR/market insights to establish differentiated value propositions, addressing customer pain points and improving caller experience through optimal IVR design
• Identify expansion opportunities by maintaining a forward-looking vision for applying contact center technologies innovatively
• Research, evaluate, and recommend infrastructure solutions, conducting proof of concepts and presenting proposals to senior management
• Define technical architecture for the Contact Center technological strategy, engaging in requirements sessions and driving automation implementation
• Translate business needs into full-stack solutions, collaborating with cross-functional teams for efficient IVR development and reporting results to management
• Work with vendors, software development, and internal teams for production deployment, troubleshoot IVR call flows, and conduct Root Cause Analysis
• Provide leadership in developing standards and design patterns for Unified Communications, collaborating with various teams on project requirements and enterprise solutions
• Create documentation related to system architecture, design, integration processes, and testing procedures
• Oversee Contact Center-related outage scenarios and contribute to business continuity and disaster recovery planning
• Work closely with business leaders to align technology with evolving business demands and drive the enhancement of Contact Center Technologies

Benefits

• Competitive compensation
• Comprehensive benefits
• Paid time off programs
• Remote and hybrid work arrangements
• Competitive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• A host of voluntary benefits