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R143893 Posted 05/13/2022

Senior Software Engineer - Contact Center: Amazon Connect (Remote-Eligible)

Plano, Texas | Wilmington, Delaware | McLean, Virginia | New York, New York | Boston, Massachusetts | San Francisco, California | Chicago, Illinois | Richmond, Virginia
  • Category Engineering
  • Experience Principal Associate
  • Primary Address Plano, Texas

Overview

Plano 1 (31061), United States of America, Plano, Texas

Senior Software Engineer - Contact Center: Amazon Connect (Remote-Eligible)

Here at Capital One, we nurture an environment where people with a variety of thoughts, ideas and backgrounds, all guided by our Shared Values, come together to learn from each other and why Capital One is among the “100 Best Companies to Work For.”

As part of a team that takes responsibility for Capital One’s Voice needs, you will play an integral part in advancing Capital One’s Networking eco-system and culture of technical excellence. You’ll make a key contribution by providing quality day-to-day operational support for a robust suite of professional voice systems. Championing this creates ample opportunities for your growth in the form of working within cross-functional teams, on a constant stream of new challenges, and alongside other very talented technologists, all of which require you to continually innovate and grow with an evolving set of technologies.

We stretch the boundaries of the possible. We’re looking for people who are always looking to grow and learn. We are seeking highly creative and intellectually curious Voice Engineers, at all levels, who are passionate about Voice, Networking, and all things geeky.

The Opportunity: Senior Software Engineer - Amazon Connect Telephony (Principal Associate)

Capital One is hiring a Senior Contact Center Software Engineer - Amazon Connect Telephony (Senior Manager) with Amazon Connect Telephony expertise to join their team of talented technologists in Shared Tech as they drive the bleeding edge implementation of cloud contact center solutions. The successful candidate will be a technology leader in the organization by designing, developing, and implementing next-gen technology and a force multiplier by training his/her fellow technologists to be Amazon Connect SMEs.

Roles and Responsibilities:

  • Deep expertise of on-premises and cloud contact center call recording systems with the ability to understand call dispositions and determine why calls were or were not recorded. An expert level of understanding of call recording systems is required.

  • The ability to locate recorded calls in storage repositories and manage file contents and storage services, and to optimize storage services (S3).

  • Extensive experience in voice codecs and data encryption methods.

  • A broad level of knowledge of databases and backend systems.

  • Full Stack Software Developer with DevOps experience.

  • Development will be primarily in a Cloud AWS environment.

  • As a SME, lead the design, development and implementation of an Amazon Connect cloud-based contact center solution as a pilot in the client’s Shared Technology organization. The pilot program will initially focus on implementing services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording, Metrics, CTR Data analysis.

  • Serve as a consultative technology leader and architect in the planning, architecture, design, implementation and maintenance of Amazon Connect. Serve as the technology consultant to determine which services are used and how they connect those services.

  • Must be able to lead the process and develop interconnectivity between services in Amazon Connect.

  • Serve as the control point for all development and integration of services in the organization providing expertise in Lambda, Python and JSON.

  • Actively develop the knowledge base of leaders, peers, and partners in the organization through training and education opportunities, ensuring broad sharing knowledge and expertise to every member of the team, becoming a force multiplier.

Capital One is open to hiring a Remote Employee for this opportunity.

Basic Qualifications:

  • Bachelor’s Degree

  • At least 4 years of experience in software engineering (Internship experience does not apply)

Preferred Qualifications:

  • Master's Degree

  • 4+ years of application development experience

  • 1+ years of experience with Cloud Computing (Amazon, Google or Azure Cloud)

  • 6+ years of software engineering experience with Java, Angular, NodeJS, React, JavaScript or Go

  • 2+ years of experience with DevOps and CI/CD automation experience

  • 1+ years of experience with Technical Architecture, Design and Development in a Public Cloud environment (AWS, Google or Azure Cloud)

  • 1+ years of experience with AWS services (EC2, Route 53, Lambda, VPCs, Kinesis, S3, Lex, Poly, SNS, ELB and CloudWatch)

  • 1+ years of experience using Python, Lambda and JSON

  • 1+ years of experience with Telephony and VOIP (Voice Over IP)

  • 1+ years of experience with Contact Center Technologies (WebRTC)

  • 1+ years of scripting experience with Python, PowerShell, Bash, Ruby, Perl, or Node.JS

  • 1+ years of experience with the Amazon Connect Contact Center Telephony Platform

  • AWS Certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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