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Software Engineer (Contact Center)

Location: Milford
Posted on: June 23, 2022

Job Description:

As part of National Grid's continued commitment to safety, all new hires must be fully vaccinated against COVID-19. Anyone unable to be vaccinated, either because of a sincerely held religious belief or medical reason can request a reasonable accommodation.About usNational Grid is hiring a Software Engineer (Contact Center) for our Solutions Development team at National Grid.
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
Job PurposeThis role will be the responsible for being an important player of the Solutions development team at National Grid to support and enhance core voice and telephony technologies used by National Grid's contact centers.Key Accountabilities

  • Provides technical direction for the design, development, and systems integration from definition phase through implementation
  • Building and managing delivery of outsourced professional services, with proven success in scaling customer experience solutions
  • Transforms solutions into deliverables in the Contact Center space to include: Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA)
  • Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
  • Ensures system, technical and product architectures are aligned with business objectives
  • Options Analysis & Solution Recommendations including technology and deployment options & Interface needs
  • Communicates effectively with vendors and internal stakeholders to identify needs and evaluate alternative technical solutions
    Supervisory/Interpersonal- Experience Required

    • Able to clearly communicate technical concepts to both technical and non-technical audiences
    • Demonstrated ability to interface effectively and collaborate with third party suppliers/vendors
      • Educated to degree level in Computer Science or related discipline or an equivalent combination of education, training, and experience
      • 5 - 10+ years of experience developing and supporting contact center solutions
      • Knowledge of various hosting environments and platforms (Cloud, Azure, IaaS/PaaS, AWS)
      • Knowledge of integration techniques
      • Possesses significant knowledge of client/server and integration technologies
      • Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for contact centers
      • Ability to come up with estimates, dependencies/assumptions in solutioning
        Preferences and Skills:
        • Google Dialogflow
        • AI Chatbot and Chat
        • Knowledge in the following areas:
          • Mulesoft
          • Azure
          • MQ
          • .NET
          • Functional knowledge of contact center process, call flows and IVR application
            Nice to have skills:
            • VMware Virtual Desktop
            • Understands basic networking concepts in a LAN/WAN environment
            • Experience in working in the Utility (Gas/Electric) domainMore InformationPlease be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company's testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

Keywords: NATIONAL GRID CO USA (NE POWER), Worcester , Software Engineer (Contact Center), IT / Software / Systems , Milford, Massachusetts

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