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Senior Software Engineer - Contact Center: Amazon Connect (Remote-Eligible)

Employer
Capital One
Location
Plano, Texas
Closing date
Jun 13, 2022

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Job Details

Plano 1 (31061), United States of America, Plano, Texas

Senior Software Engineer - Contact Center: Amazon Connect (Remote-Eligible)

Here at Capital One, we nurture an environment where people with a variety of thoughts, ideas and backgrounds, all guided by our Shared Values, come together to learn from each other and why Capital One is among the "100 Best Companies to Work For."

As part of a team that takes responsibility for Capital One's Voice needs, you will play an integral part in advancing Capital One's Networking eco-system and culture of technical excellence. You'll make a key contribution by providing quality day-to-day operational support for a robust suite of professional voice systems. Championing this creates ample opportunities for your growth in the form of working within cross-functional teams, on a constant stream of new challenges, and alongside other very talented technologists, all of which require you to continually innovate and grow with an evolving set of technologies.

We stretch the boundaries of the possible. We're looking for people who are always looking to grow and learn. We are seeking highly creative and intellectually curious Voice Engineers, at all levels, who are passionate about Voice, Networking, and all things geeky.

The Opportunity : Senior Software Engineer - Amazon Connect Telephony (Principal Associate)

Capital One is hiring a Senior Contact Center Software Engineer - Amazon Connect Telephony (Senior Manager) with Amazon Connect Telephony expertise to join their team of talented technologists in Shared Tech as they drive the bleeding edge implementation of cloud contact center solutions. The successful candidate will be a technology leader in the organization by designing, developing, and implementing next-gen technology and a force multiplier by training his/her fellow technologists to be Amazon Connect SMEs.

Roles and Responsibilities:
  • Deep expertise of on-premises and cloud contact center call recording systems with the ability to understand call dispositions and determine why calls were or were not recorded. An expert level of understanding of call recording systems is required.
  • The ability to locate recorded calls in storage repositories and manage file contents and storage services, and to optimize storage services (S3).
  • Extensive experience in voice codecs and data encryption methods.
  • A broad level of knowledge of databases and backend systems.
  • Full Stack Software Developer with DevOps experience.
  • Development will be primarily in a Cloud AWS environment.
  • As a SME, lead the design, development and implementation of an Amazon Connect cloud-based contact center solution as a pilot in the client's Shared Technology organization. The pilot program will initially focus on implementing services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording, Metrics, CTR Data analysis.
  • Serve as a consultative technology leader and architect in the planning, architecture, design, implementation and maintenance of Amazon Connect. Serve as the technology consultant to determine which services are used and how they connect those services.
  • Must be able to lead the process and develop interconnectivity between services in Amazon Connect.
  • Serve as the control point for all development and integration of services in the organization providing expertise in Lambda, Python and JSON.
  • Actively develop the knowledge base of leaders, peers, and partners in the organization through training and education opportunities, ensuring broad sharing knowledge and expertise to every member of the team, becoming a force multiplier.


Capital One is open to hiring a Remote Employee for this opportunity.

Basic Qualifications :
  • Bachelor's Degree
  • At least 4 years of experience in software engineering (Internship experience does not apply)


Preferred Qualifications:
  • Master's Degree
  • 4+ years of application development experience
  • 1+ years of experience with Cloud Computing (Amazon, Google or Azure Cloud)
  • 6+ years of software engineering experience with Java, Angular, NodeJS, React, JavaScript or Go
  • 2+ years of experience with DevOps and CI/CD automation experience
  • 1+ years of experience with Technical Architecture, Design and Development in a Public Cloud environment (AWS, Google or Azure Cloud)
  • 1+ years of experience with AWS services (EC2, Route 53, Lambda, VPCs, Kinesis, S3, Lex, Poly, SNS, ELB and CloudWatch)
  • 1+ years of experience using Python, Lambda and JSON
  • 1+ years of experience with Telephony and VOIP (Voice Over IP)
  • 1+ years of experience with Contact Center Technologies (WebRTC)
  • 1+ years of scripting experience with Python, PowerShell, Bash, Ruby, Perl, or Node.JS
  • 1+ years of experience with the Amazon Connect Contact Center Telephony Platform
  • AWS Certification


At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Company

We Don’t Only Think Big Things—At Capital One, We Do Big Things.

You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.

Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.

Be inspired. Be yourself. That’s #LifeAtCapitalOne.

Creating a Culture of Belonging

At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.

We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.

We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:

Create a culture of belonging where everyone can thrive and innovate

Attract and develop talent from all backgrounds and experiences

Ensure our systems and programs promote fairness and equity

Get a career with more at Capital One.  Discover it for yourself today.

Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.

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