Principal Systems Engineer - Voice / Routing

Job Description:

Principal Systems Engineer

Come and join our team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile scrum team that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than complete obsession with the experiences of our customers and associates. We pride ourselves on being full stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.

The Expertise We’re Looking For

• Minimum seven years voice/routing experience (Genesys Composer experience preferred, Amazon Connect as well).
• Experience using Genesys composer to create and maintain complex routing strategies.
• Strong leadership and organizational skills.
• Excellent communication and presentation skills with strong problem solving and analytical skills.
• Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation.
• Understanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.
• Define, champion, manage pace, tools, best practices, and related development methodologies You effectively address functional and quality goals of systems during design activities.
• Familiarity with Docker and container-based development and deployment practices as well as with CI/CD pipelines.
• Proficiency managing, configuring and tuning Linux operating systems.
• Consult and help mediate and resolve routing issues, coordinate trouble reports and follow through to resolution.
• Demonstrate ability to effectively interact with all levels of management/personnel.
• Proven ability to work independently and professionally in high pressure/visibility situations within tight timeframes.
• System monitoring and performance evaluation.
• Documentation of process and procedures as assigned.
• Experience with navigating carrier customer portals (Verizon VEC, AT&T Business Direct).
• Experience supporting 24/7, continuous availability production environments.

The Skills You Bring

• You own the outcome by taking personal accountability for delivering strong results.
• You can collaborate with others in a team-oriented, fast-paced environment.
• You create clean and testable code that can be used as an example to less experienced engineers.
• You question the way things are done, always seeking to improve the productivity of the team.
• You can make the complex understandable. Solve complex problems, not just detect them.
• You believe automation is key to produce high quality software at an increasingly faster pace.
• Passion and intellectually curiosity to learn new technologies and business areas.
• Translate architectural standards into application level design.
• Creating intuitive solutions to real world business problems.
• Strong facilitation, influencing and negotiation skills.
• Excellent communication skills, both through written and verbal channels.
• Excellent collaboration skills to work with multiple teams in the organization and understand when and how to escalate.

The Value You Deliver

• Leading technology solutions to deliver business value across scrum team(s) by creating intuitive solutions to real world business problems.
• Growing our agile development culture through use of excellent engineering skills and a deep knowledge of industry standard methodologies.
• Guiding/developing, communicating and overseeing implementation of high-level and low-level design in compliance to roadmap, architecture and design standards defined by Business Unit.
• Working closely with business and technology teams to help increase speed of delivery, improve quality of code, improve production stability and availability.
• Collaborating in an autonomous team, owning all aspects of delivery (Coding, Quality, DevSecOps) as well as helping to transform the devops, provisioning, testing and operational capabilities of the platform.
• Simplifying the complex through consistency, refactoring and repeatability.
• Helping in developing and executing operational stability practices supporting the Associate Experience within the Call Centers and Investment Centers.
• Improving monitoring & telemetry of applications, platforms and service interdependences allowing Service Desk and Support teams to be proactive vs reactive.
• Helping lead support teams through incident management and crisis management.
• Leading end to end sub initiatives.
• Supporting and communicating relevant IT governance policies, procedures, and processes.

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