Job Description:
Come and join our team that provides Fidelity with the world-class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile scrum team responsible for the Contact Center platform and engineering, providing our voice, email, and web chat communication channels. Continual improvement is essential in our space, requiring associates who are curious, innovative, and driven to obsess over the experiences of our customers and associates. We pride ourselves on being full-stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.
The current contact call center platform resides on Genesys as well as Amazon Connect, but candidates with other contact center experience or with a systems engineer or SRE background interested in learning the current platform and exploring other solutions for the contact call center platform are encouraged to apply.
The Expertise You Have
* Minimum 5 years experience preference in the voice/telephony area
* Strong leadership and organizational skills
* Good communication and presentation skills with strong problem-solving and analytical skills
* Experience with Agile (Scrum, Kanban) delivery and software design, development, test, and operational automation
* Ability to work independently as well as collaboratively in high-pressure/visibility situations within tight timeframes
* Ability to learn about enterprise-scale platform architecture, including considerations for high availability and business continuity.
* Familiar with data communication protocols such as HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
* Familiarity with Docker and container-based development and deployment practices
* Experience with CI/CD pipelines and utilizing uDeploy and/or Ansible
* Experience managing, configuring, and tuning Linux operating systems
* Working knowledge of VoIP, SIP, and data applications/networking
* Provision new services/technologies, providing cost-effective telecommunications systems and technology options/solutions
* Softphone software installs, configuration, and troubleshooting
* System backups and reboots
* Documentation of process and procedures as assigned
* Ability to troubleshoot problems, perform dev unit testing/quality assurance, and support user acceptance testing to ensure successful project implementations. Provide the appropriate level of documentation and transition information for project efforts for application support and knowledge sharing as desired by methodology.
* Experience supporting 24/7, continuous availability production environments
The Skills that are Key to this role
* You own the outcome by taking personal accountability for delivering strong results
* You can collaborate with others in a team-oriented, fast-paced environment
* You create clean and testable code that can be used as an example to less experienced engineers
* You question the way things are done, always seeking to improve the productivity of the team
* You can make the complex understandable. Solve complex problems, not just detect them
* You believe automation is key to producing high-quality software at an increasingly faster pace
* Passion and intellectual curiosity to learn new technologies and business areas
* Collaborating with others to help translate architectural standards into application-level design
* Creating intuitive solutions to real-world business problems
* Good communication skills, both through written and verbal channels
* Good collaboration skills to work with multiple teams in the organization and understand when and how to escalate
The Value You Deliver
* Understanding high-level and low-level design in compliance with roadmap, architecture, and design standards defined by the Business Unit
* Focus on delivering work using engineering principles and best practices and beginning to understand how to help influence speed of delivery and improve quality of code
* Collaborating in an autonomous team, owning all aspects of delivery (Coding, Quality, DevSecOps) as well as helping to transform the DevOps, provisioning, testing, and operational capabilities of the platform
* Executing operational stability practices supporting the Associate Experience within the Call Centers and Investment Centers
* Using specifications to help improve monitoring & telemetry of applications, platforms, and service interdependencies allowing Service Desk and Support teams to be proactive vs. reactive
* Participating as needed to help with production incidents
#J-18808-Ljbffr