IT Software Developer

Job title: IT Software Developer

Company: Morneau Shepell

Job description: IT System Developer – Amazon Connect
Information Technology
Markham (open to remote)
Full Time Permanent

This role involves supporting day to day maintenance, administration and system management for all telephony systems including Amazon Connect, Microsoft Teams, and Avaya. This position is responsible to support and build IVR solution in Amazon Connect platform to interaction various applications and integrate with 3rd party vendors.

Responsibilities:

• Minimum of 5 years’ experience in consulting and/or a technical role in Call Center solution, supporting in technical discovery, cut-over activities, transition to support/managed services
• Sound knowledge in deploying Contact Centre (Call Centre), ACD, Voice over IP
• Operate independently, with very minimal supervision
• Analyze and understand functional business requirements and design specifications of call routing, call flows and IVR / Natural Language.
• Able to translate business requirements into technical workflows.
• System defect triage, fixing and data patching
• Performs code review and enforces good coding practices
• Build AWS Lex, Lambda using Python, React.js and Node.js
• Implement complex Inbound and Outbound call flows using Avaya Aura, Avaya Experience Portal, IVR, CTI and CCaaS
• Strong experience in ADO, Git, DevOps and expertise in creating CI/CD pipelines
• Configuration of omnichannel contact center and queuing
• Hands on experience to modify and create call flows, queues, skills, routing profiles, and prompts
• Implement and Understanding Virtual Hold / Call Back Assist / Post Call Survey
• Design the Call Center Infrastructure, troubleshoot and resolve issues by coordinating with Product Vendor

Qualifications:

• Computer Science or Engineering educational background
• Strong customer service skills, strong and clear communication skills.
• Knowledge of Infrastructure Technology (network, hosting and database platforms, cloud technology, systems management)
• Direct experience implementing AWS Serverless approach.
• Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
• Experience developing solutions and passion for getting hands dirty with code/scripting (e.g, Python, Node.js, Java, React.js, REST API)
• Working experience on HTML, CSS, Javascript and VXML (MUST have for IVR workflows)
• Sound knowledge of AWS services such as Amazon Connect, Lambda, S3, API Gateway, DynamoDB, Athena, Glue, Elastic Search / Kibana, CloudWatch, CloudFormation and Kinesis.
• Working experience with source control (Git and Azure Devops) and Visual Studio
• Experience building IVR Call flows within AWS Connect Platform, call routing, and configuration of Amazon Connect environment
• DevOps experience – develop and maintain IVR code, manage CI/CD pipelines for deployment into various environments

INDCH

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INDCAD

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Expected salary:

Location: Markham, ON

Job date: Fri, 28 May 2021 02:17:17 GMT