The Principle Engineer I role is to architect, develop, test, deploy, support and provide reporting of telecom-related applications and integrations. These processes include a complex mix of technologies provided by Avaya, Aspect, Nuance, Witness, and other world-class companies.
The Principle will provide application development between the VOIP-based call processing system, speech recognition IVR systems, CTI devices, intelligent call routing systems, a custom compliance and quality recording system, workforce management system, call management system, and all other devices integrated to the enterprise platform. The Principle Engineer I will also work directly with telecommunications vendors and Charter internal contacts to design and develop IVR call flows, screen pop applications, web services, and other primary or integration technologies to create a services-based architecture for all contact center applications to use. They will provide assistance with contact center reporting and other related tasks, interact with the manufacturers' technical support groups to troubleshoot and resolve complex problems, and maintain detailed documentation to include the architectural layout, inter-machine process flow, database schemas and other material related to the telecommunications infrastructure. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Own departmental efforts to ensure SW quality. Lead the adoption of best-in-class software engineering practices, frameworks, and tools. Provide guidance and feedback to other software developers.
Lead SW architecture design and maintenance for Call Center Technology new and existing SW platforms. Focus on key elements such as reliability, extensibility, scalability, security and maintainability.
Work closely with the product managers, architects, and other cross-functional stakeholders to translate overall product portfolio requirements into well-designed, implemented, and documented software
Code and perform unit and integration testing of software to ensure proper and efficient execution and adherence to business and technical requirements
Code, test, and debug new software or software enhancements
Write applications according to specifications
Participate in code review sessions to validate adherence with development standards
Develop and maintain technical documentation
Serve as secondary escalation point to resolve incidents and problems for production applications and web services supported by the team in accordance with identified Service Level Agreements
Collaborate with internal customers and cross-departmental technical teams to identify software problems and communicate remediation plans
Generate a variety of complex and periodic reports and/or data through database
management, data administration, and data extraction
Provide general system users and management with system analysis and feedback
Collaborate on system design by identifying and recommending solution and requirement needs for software enhancements
Maximize the efficiency of the various systems by implementing, testing, monitoring, and auditing new software programs
Participate in continuous performance improvement sessions to discuss opportunities to improve processes or standards
Analyze and resolve systems-related problems by coordinating with in-house personnel to diagnose and fix operational difficulties, as well as consulting, advising, and training on specialized features and functions
Follow established configuration/change control processes
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of Voice, Data, Video, Wireless technologies, both modern and legacy
Expert Understanding of current software design patterns and principles
Skills to identify benchmarks of system performance and the actions needed to improve or correct performance relative to the goals of the system
Ability to handle and communicate issues with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendations
Ability to work seamlessly within a team, as well as manage individual tasks, with little supervision
Technical knowledge of Information Technology field and computer systems
Demonstrated communication skills, written, personal, and presentation), with the ability to easily and effectively engage and negotiate with business stakeholders
Creative and abstract thinking to envision and design innovative solutions to opportunities and challenges
History in working independently, as well as designing, developing and deploying solutions to deliver projects on time with minimal direction
Ability to listen and evaluate all opinions without bias, and contribute to a common culture of excellence
BA/BS in Information Technology, Computer Science, related field or equivalent work experience
Related Work Experience
5 to 8 years' experience with both DBMS such as Oracle and MySQL and NoSQL solutions such as Cassandra
5 to 8 years experience in programming and scripting languages, preferably a mix of Kotlin, Go, Python, Perl, Lua
Experience in building and administering Unix-like systems, including VM, AWS, and container management
5 to 8 years related work experience with Java & J2EE Development (web services, Servlets, JNDI, ejb, jsp, js), JPA/Hibernate, XML , and Application Servers (esp. Weblogic and Websphere).
2 to 5 years' experience with software development methodologies such as 4-D or Agile Scrum/Kanban
5 to 8 years working knowledge of network and PC operating systems, including Linux, Unix and Windows.
Optional 2 years related work experience with Avaya Telecommunications (common telephony concepts, Avaya JTAPI/TSAPI, CMS Reporting, SIP, VXML and CCXML development).
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Business Unit: Customer Operations