Principal Software Engineer, Contact Center Technologies

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Use IVR/market insights to establish differentiated value propositions, addressing customer pain points and improving caller experience through optimal IVR design. Identify expansion opportunities by maintaining a forward-looking vision for applying contact center technologies innovatively. Research, evaluate, and recommend infrastructure solutions, conducting proof of concepts and presenting proposals to senior management. Define technical architecture for the Contact Center technological strategy, engaging in requirements sessions and driving automation implementation. Translate business needs into full-stack solutions, collaborating with cross-functional teams for efficient IVR development and reporting results to management. Work with vendors, software development, and internal teams for production deployment, troubleshoot IVR call flows, and conduct Root Cause Analysis. Provide leadership in developing standards and design patterns for Unified Communications, collaborating with various teams on project requirements and enterprise solutions. Create documentation related to system architecture, design, integration processes, and testing procedures. Oversee Contact Center-related outage scenarios and contribute to business continuity and disaster recovery planning. Additionally, work closely with business leaders to align technology with evolving business demands and drive the enhancement of Contact Center Technologies. Position will be headquartered in Charlotte, NC, and allows for telecommuting from various unanticipated worksites throughout the United States.

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Master's degree or foreign equivalent in Computer Information Systems, Computer Science, or related technical field, plus two (2) years of post-baccalaureate experience as a Technical Lead, or related role. Experience must include Java, Angular7, ReactJS, NodeJS, Restful APIs, AAEP, Avaya Aura Orchestration Designer 7.0/7.2.3, AWS API Gateway, AWS Lambda, Avaya CM, Avaya CMS, Apigee X, Weblogic, and SQL; Configuring Cisco ICM with VDN and Transfer Groups, Genesys CMEwith agent VDN; Voicegenie Telephony, Avaya Dialogue Designer, CCXML, Avaya CM, and VHT.

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defininga new way to workbecause we recognize the changing mindset of today's workforce. We meet youwhere you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Becauseour purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusionare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer.

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusionare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice