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Sr Director of Software Engineering - Call Center Platform



Software Engineering, Customer Service
Wilmington, DE, USA
Posted on Thursday, July 11, 2024

Job Description

Your opportunity to make a real impact and shape the future of financial services is waiting for you. Let’s push the boundaries of what's possible together.

As an Engineering Director of Software Engineering for Core Omni Contact Center Platform, at JPMorgan Chase within the Consumer and Community Banking, you serve in a leadership role by providing technical coaching and advisory for multiple technical teams, as well as anticipate the needs and potential dependencies of other functions within the firm. As an expert in your field, your insights influence budget and technical considerations to advance operational efficiencies and functionalities.

Job responsibilities

  • Lead, manage and grow multiple teams of software engineers in solution for our global Omni Channel Contact Center.
  • Provide design and development principles and work with stakeholders to develop enterprise business solutions that leverage industry processes and best practices.
  • Design, develop, and implement CCaaS processes to include new or modifications to applications, contact flow, workflows, policies, actions, access control, interfaces, risk and any other configurations required to support client processes.
  • Provide overall direction, oversight, and coaching for a team of entry-level to mid-level software engineers, engineering managers and principal engineers that work on basic to complex tasks and initiatives. Lead efforts to build new and modernize existing applications into AWS environments.
  • Build a world-class engineering team by hiring, up-leveling, and right-sizing engineering teams and talent, assessing and prioritizing areas of most urgent needs. Create a culture of diversity, equity, inclusion, and respect for team members and prioritizes diverse representation.
  • Promote the partnership mindset between Engineering, Product, Data and UX at all levels of your organization, embracing the concept of "one team." Ensure successful collaboration across teams and stakeholders.
  • Anticipate dependencies with other teams to deliver products and applications in line with business requirements.
  • Identify and mitigate issues to execute a book of work while escalating issues, as necessary.
  • Provide input to leadership regarding budget, approach, and technical considerations to improve operational efficiencies and functionality for the team. Accountable for decisions that influence teams’ resources, budget, tactical operations, and the execution and implementation of processes and procedures.

Required qualifications, capabilities, and skills.

  • Formal training or certification on software engineering concepts and 10+ years applied experience. In addition, 5+ year of experience leading technologists to manage, anticipate and solve complex technical items within Contact Center domain of expertise and more broadly across the organization.
  • Exposure to and hands on experience in Java, Python, Node.js micro services APIs and AWS Cloud Platform, practical cloud native experience.
  • Advanced understanding of agile methodologies along with CI/CD, Application Resiliency, and Security
  • Hands-on experience working with Amazon Connect or Genesys CX for Omni Channel Implementation.
  • Experience and knowledge with IVR, Automatic Call / task Distribution (ACD), Skill-Based Interaction/routing, Outbound / Campaign Management, Back Office/ Task Management, Work Force Management, and Live Chat.
  • Experience with hiring, developing, and recognizing talent, and experience leading teams of technologists.
  • Strong verbal and written communication skills
  • In-depth knowledge of the services industry and their IT systems