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Write high-quality, maintainable, and testable code in JavaScript, TypeScript, HTML, and CSS. Experience with JavaScript, React, Angular, or Vue.js. Work with modern front-end frameworks such as React, Angular, or Vue.js to build interactive and responsive user interfaces.
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Utilize programming languages like JavaScript (Angular, React, Node), HTML/CSS, TypeScript and Java, open source frameworks, RESTful web services, and work on cross-browser and cross-device development.
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Expert in JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or. Integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation.
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Expert in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9, blending, speech, etc. Computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery.
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Typically requires 5 years leading contact center software engineers utilizing agile delivery frameworks including Scrum, LeSS, Lean, XP, Kanban, FDD, BDD, API and UI test automation for quality control and supporting tools (Cucumber, JIRA.
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Design, design pattern, devops, java, perl, php, senior software engineer, software engineer lead. Proficient in Document Management & Workflow Systems: OnBase or equivalent system. Automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution.
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Telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems.
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Docker, GIT, Maven, Jenkins, JIRA. Quarterly on-site travel to work in offices located in White Plains, NY (Gerber Life HQ), Fremont MI (Gerber Life Operations) and / or Cincinnati, OH (Western and Southern Financial Group HQ.
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Automatic contact distribution (ACD) advancement for multi-channel routing of calls in addition to email, chat and workflow tasks for effective end-end workforce management and staffing across the entire sales and servicing operation.
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The ideal candidate is a veteran, industry-proven, hands-on software engineer specializing in contact center development and overall system support. Ensures teams and individually adheres to all designs, policies, procedures and standards for data security and regulatory compliance.
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Typically requires at least 7 years of agile contact center software engineering change management experience with at least 7 years in a leadership setting with executive level reporting experience. Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.
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Owns execution of the plan and roadmap modernization and transformation of legacy applications supporting 300 internal contact center servicing agents and web self-servicing for ~2.5 million unique policy holders.
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Must have an agile mindset and insatiable passion for contact center innovation, agile delivery methods and continuous integration. Ultimately accountable for sustaining individual delivery velocity while aiding peers to do the same by effectively adapting people, process and technology to maximize value for the company within departmental and project budgets.
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Leads team members when possible and individually manages product and sprint backlogs as needed to deliver ongoing legacy policy administration changes. Must be an autonomous team player able to lead effectively while solidifying working relationships at all levels of the organization.
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Must have the ability to simplify large-scale contact center system change related needs to minimize total cost of ownership (ensuing overhead). Typically requires 7 years of large-scale contact center system engineering experience.
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