Sr. Software Engineer

The Contact Center Senior Software Engineer analyzes requirements and designs, develops, tests, deploys and maintains application systems in response to enterprise needs of moderate to high complexity in the fast-paced contact center environment.

• 4+ years of professional experience in a related field with increasing responsibility
• Effective oral and written communication skills
• Great attitude
• Experience in designing contact center development solutions, including integrating with ICM, telephony components, and with back-end business applications
• Experience with Cisco CVP or similar IVR call flow development
• Knowledge of Speech Recognition technology, preferably Nuance
• Experience with telephony integration development

• Analyze requirements and design solutions for projects of high complexity and risk
• Review, evaluate, organize and document detailed requirements of the various stakeholders
• Prepare technical design options; consult with hardware and software technicians on options and strategies
• Develop, document and present design solutions and alternatives
• Prepare estimates of cost, effort and duration for development tasks and activities
• Design/develop solutions according to business and technical requirements
• Identify and validate software and infrastructure components required to implement technical solutions
• Identify and validate solution objects, functions, interfaces, dependencies, and integration points
• Prepare design documentation and participate in design reviews
• Translate designs into specifications for required infrastructure and application software components
• Code and unit test solutions
• Participate in quality assurance and testing to achieve quality objectives
• Review established quality requirements and measurement metrics
• Perform quality assurance and testing activities according to planned schedules
• Apply selected testing tools and techniques
• Implement solutions
• Adhere to Assurant change management requirements for application and system implementations
• Analyze conditions and identify strategies that minimize implementation risk and/or improve system reliability and performance
• Provide system support
• Maintain knowledge of overall environments, utilities and procedures
• Participate in on-call rotations
• Provide timely, concise communication of incident status to appropriate personnel
• Evaluate conditions and suggest possible strategies to minimize risk(s) of incident recurrence
• Resolve development and support issues of high complexity or risk
• Maintain and enhance knowledge of the business operations and strategic imperatives of Assurant
• Periodically review business goals and operational and strategic objectives
• Apply knowledge of the key components and relationships of Assurant products, distribution channels, and customer base
• Foster and sustain open communication with business application users and stakeholders
• Adhere to the Assurant Core Principles; pursue achievement of excellence in Core Competencies
• Know the critical success factors supporting the Assurant Core Purpose, Mission, Goals and Strategy

Bachelor’s degree in Computer Science, Management Information Systems, or some related area