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Software Developer

Date posted 10/02/2019 Requisition Number: 249292BR Location: United States - North Carolina - Charlotte Area of Interest: Customer Operations Position Type: Full Time
JOB SUMMARY

The Software Developer’s role is to support call center technology applications and integrations in a DevOps model. This includes complex mix of technologies provided by Avaya, Aspect, Nuance, Witness and other world class companies. As a technical expert on the team responsible for some of our most critical systems, the ideal candidate must be detail oriented, possess strong business acumen, have strong communication skills, and be driven to succeed. The ideal candidate will have a strong technical background and have experience as a developer using languages such as Java, .NET, go or python as well as Dockers, Kubernetes, Linux, Windows and AWS and automation tools like puppet and ansible. They will provide application support between the VOIP based call processing system, speech recognition IVR systems, CTI devices, intelligent call routing systems, compliance and quality recording system, workforce management system, call management system and all other devices related to the enterprise platform. The Software Developer will interact with Avaya and other telecommunications vendors and work directly with Charter contacts to support IVR call flows, Screen pop applications, web services to create a services based architecture for all contact center applications to use. They will provide assistance with contact center reporting and other related tasks, interact with the manufacturers’ technical support groups to resolve complex problems, and maintain detailed documentation to include the architectural layout, inter-machine process flow, database schemas and other material related to the telecommunications infrastructure. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience

Collaborate with other team members located in various locations, inside and outside the United States, to support the contact center application portfolio.

Support and maintain production and non-production physical, virtual, and containerized application servers.

Create and maintain data flow diagrams, access policies, and application catalog documentation.

Maintain various system health monitoring and reporting tools.

Write and maintain scripts for system maintenance and administration.

Create reports, dashboards, and processes to monitor and analyze availability and performance metrics.

Work with architects, technologists, and others for future system enhancements and scalability.

Actively participate in decisions to develop and improve security-based standards and practices.

Perform application changes, deployments, and DR tasks on a predefined schedule.

Leverage CI/CD tools and DevOps principles.

Perform advanced troubleshooting techniques in a high-pressure environment.

Provide after-hours support on an “as needed” or “on call” basis.

Serve as a technical SME for other internal and external groups.

Document systems and procedures.

Train others in the use of tools, functions, and techniques

Collaborate with other team members located in various locations, inside and outside the United States, to support the contact center application portfolio.

Support and maintain production and non-production physical, virtual, and containerized application servers.

Create and maintain data flow diagrams, access policies, and application catalog documentation.

Maintain various system health monitoring and reporting tools.

Write and maintain scripts for system maintenance and administration.

Create reports, dashboards, and processes to monitor and analyze availability and performance metrics.

Work with architects, technologists, and others for future system enhancements and scalability.

Actively participate in decisions to develop and improve security-based standards and practices.

Perform application changes, deployments, and DR tasks on a predefined schedule.

Leverage CI/CD tools and DevOps principles.

Perform advanced troubleshooting techniques in a high-pressure environment.

Provide after-hours support on an “as needed” or “on call” basis.

Serve as a technical SME for other internal and external groups.

Document systems and procedures.

Train others in the use of tools, functions, and techniques

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Understanding of software design patterns and principles
  • Ability to identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system
  • Ability to deal with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendations
  • Ability to work seamlessly within a team as well as manage individual tasks with little supervision
  • Technical knowledge of Information Technology field and computer systems
  • Demonstrated communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholders
  • Creative and abstract thinking skills to envision and design innovative solutions to business opportunities and challenges
  • Proven ability to work independently; designing, developing and deploying solutions, and to deliver projects on time with minimal direction
  • Ability to listen and evaluate all opinions without bias, and contribute to a common culture of excellence
Education
  • BA/BS in Information Technology, Computer Science, related field or equivalent work experience
Related Work Experience
  • 3 to 5 years’ experience with DBMS such as Oracle and/or MS SQL
  • 3 to 5 years related work experience with Java & J2EE Development (web services, Servlets, JNDI, ejb, jsp, js), JPA/Hibernate, XML , and Application Servers (esp. Weblogic and Websphere).
  • 1 to 2 years’ experience with software development methodologies, 4D, Agile Scrum/Kanban
  • 3 to 5 years working knowledge of network and PC operating systems, including Linux, Unix and Windows.
  • Optional 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, SIP, VXML and CCXML development).

WORKING CONDITIONS
  • Office environment

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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