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Contact Center Engineer

Capital One


Location:
McLean, VA
Date:
08/21/2017
2017-08-212017-09-19
Job Code:
capitalone2-R24548
Categories:
  • Engineering
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Job Details

Company Capital One

Job Title: Contact Center Engineer

JobID: capitalone2-R24548

Location: McLean, VA, 22106, USA

Description: 1750 Tysons (12023), United States of America, McLean, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Contact Center Engineer



Capital One (yes, the “what’s in your wallet?” company!) is rethinking the way the world approaches banking. We’re experimenting, innovating, and delivering breakthrough experiences at https://youtu.be/YWHZOx0YTc0 for 65 million customers. We love to be curious, to dream, and ask “What if?” Oh, and we love to write code at https://developer.capitalone.com/ . Not to brag, but we’re also a great place to work! at http://beta.fortune.com/best-companies/capital-one-financial-corporation-17



Are you a software engineer that thrives in a vibrant, innovative and collaborative team? A master coder who has passion and a desire to remain hands-on in a rapid, dynamic environment? Do you want to work for a tech company that writes its own code, develops its own software, and builds its own products? We experiment and innovate leveraging the latest technologies, engineer breakthrough customer experiences, and bring simplicity and humanity to banking. We make a difference for 65 million customers. We're changing banking for good.



At Capital One, you'll be part of a big group of makers, breakers, doers and disruptors, who love to solve real problems and meet real customer needs. We want you to be curious and ask “what if?” Capital One started as an information strategy company that specialized in credit cards, and we have become one of the most impactful and disruptive players in the industry. We have grown to see ourselves as a technology company in consumer finance, with great opportunities for software engineers who want to build innovative applications to give users smarter ways to save, transact, borrow and invest their money, as we seek to disrupt the industry again.



As a Capital One Contact Center Engineer, you'll work on everything related to our of converged IP contact center and voice self-service solutions (application and infrastructure) by using cutting-edge technologies, frameworks and solutions to offer channel agnostic assisted service capabilities to our customers.



You will be the key part of the technical design and development of cross-functional, multi-platform application systems, and will have the opportunity to remain in a hands-on engineering role, writing beautiful code, while working with other software engineers on complex and high priority technology projects.



**Responsibilities:**



- Hands-on participation in architecture and design of converged IP contact center and voice self-service solutions (application and infrastructure)



- Design, development and configure solutions for contact center ACD deployed in multi-side environment in Avaya and Cisco technologies



- Utilize hands on experience with any of the following tools / technologies [ Avaya CM administration, Avaya Vector development, Call Flow routing, Cisco IPCC, UCCE, ICM, Call Manager(CUCM), Nortel Meridian option 11c/51c, Nortel passport.



- Demonstrated a thorough understanding of Voice Gateways, Protocols, IP Contact Center technologies and CTI applications



- Participate in the delivery of expertise such as Cisco ICM Scripting, PG Configuration, Configuring Translation Route Pool, Network VRU, DN, Call Type, Skill Group or Service Explorer.



- Debugging ICM issues, analyzing ICM PIM Logs and CTI/CTIOS logs



**Organizational Impact**



- Demonstrate strong passion and capabilities in innovation and advancement in Contact Center technologies and concepts



- Creation, analysis, and troubleshooting of IVR call flows and its role in a complex multi-component environment through visualization and orchestration.



- Own the technical design and development of cross-functional, multi-platform application systems.

- Work with business partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.

- Collaborate with performing teams to deliver new capabilities in business applications and/or remediate issues.

- Enforce company policies in areas of development methodology, architecture, security, change and configuration management, compliance, and HR.

- Analyze, define and document requirements for data, workflow, logical processes, hardware and operating system environment

- Coordinate coding, testing, implementation and documentation of solutions

- Responsible for key system design and integration decisions; and for communicating decisions to individuals implementing the system.



**Basic Qualifications:**

- At least 2 years of experience in Contact Center technologies

- At least 1 years of experience technical design and delivery large scale contact center solutions



-At least 1 year of software development



**Preferred Qualifications:**

- 5+ years software development experience

- 1+ years of experience in deploying cloud based Contact Center solutions



_- 2 years’ experience in Voice Gateways (H323, MGCP), Protocols (H323, SIP, and MGCP), IP Contact Center technologies (ACD, IVR) and CTI application in providing solutions to customer._



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



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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