Come and join our team that provides Fidelity with world-class capabilities and services connecting our associates to millions of participants, members, and customers. We are an agile scrum team responsible for the Contact Center platform and engineering, which provides voice, email, and web chat communication channels. Continual improvement is essential, requiring associates who are curious, innovative, and obsessed with customer and associate experiences. We pride ourselves on being full-stack engineers with a thirst for learning, a team-first attitude, and a focus on delivering value. The platform serves over 20M clients and processes more than 35M customer interactions annually, operating 24x7.
The current contact call center platform uses Genesys and Amazon Connect. Candidates with experience in other contact centers or backgrounds in systems engineering or SRE, interested in learning the current platform and exploring new solutions, are encouraged to apply.
The Expertise You Have
* Minimum 5 years experience in voice/telephony
* Strong leadership and organizational skills
* Effective communication and presentation skills, with problem-solving and analytical abilities
* Experience with Agile methodologies (Scrum, Kanban), software design, development, testing, and operational automation
* Ability to work independently and collaboratively under high pressure within tight deadlines
* Willingness to learn about enterprise-scale platform architecture, including high availability and business continuity considerations
* Familiarity with data communication protocols: HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
* Knowledge of Docker and container-based development and deployment
* Experience with CI/CD pipelines, uDeploy, and/or Ansible
* Managing, configuring, and tuning Linux operating systems
* Working knowledge of VoIP, SIP, and data applications/networking
* Provisioning new services/technologies and providing cost-effective telecommunications solutions
* Experience with softphone software installation, configuration, troubleshooting, system backups, and reboots
* Ability to document processes and procedures
* Support for 24/7, continuous availability environments
The Skills That Are Key To This Role
* Ownership and accountability for results
* Team collaboration in fast-paced environments
* Writing clean, testable code as an example for others
* Seeking continuous improvement
* Ability to simplify complex problems and solutions
* Belief in automation to enhance quality and speed
* Passion and curiosity for learning new technologies and business areas
* Translating architectural standards into application design
* Developing intuitive solutions for real-world problems
* Strong communication skills, both written and verbal
* Effective collaboration and escalation skills within multiple teams
The Value You Deliver
* Design understanding aligned with standards and roadmap
* Delivering work with engineering best practices, influencing delivery speed and quality
* Owning all aspects of delivery within autonomous teams, including DevSecOps and platform transformation
* Supporting operational stability and the associate experience in call and investment centers
* Enhancing monitoring and telemetry for proactive support
* Participating in production incident management as needed
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Category: Information Technology
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