Senior Lead Software Engineer - Contact Center (CCaaS)

Be an integral part of an agile team that's constantly pushing the envelope to enhance, build, and deliver top-notch technology products.

As a Senior Lead Software Engineer at JPMorganChase within the Consumer & Community Bank, you are an integral part of an agile team that works to enhance, build, and deliver trusted market-leading technology products in a secure, stable, and scalable way. Drive significant business impact through your capabilities and contributions, and apply deep technical expertise and problem-solving methodologies to tackle a diverse array of challenges that span multiple technologies and applications.

Job responsibilities

• Regularly provides technical guidance and direction to support the business and its technical teams, contractors, and vendors
• Architect and lead a multi-region Amazon Connect platform
• Set Standards for Contact Center Excellence
• Coordinate Cross-Team Dependencies
• Lead and Develop Contact Center Talent
• Develops secure and high-quality production code, and reviews and debugs code written by others
• Drives decisions that influence the product design, application functionality, and technical operations and processes
• Effectively Manage: Excellent interpersonal, communication, and organizational skills for Managing stakeholder relationship
• Actively contributes to the engineering community as an advocate of firmwide frameworks, tools, and practices of the Software Development Life Cycle
• Influences peers and project decision-makers to consider the use and application of leading-edge technologies

Required qualifications, capabilities, and skills

• Formal training or certification on Software Engineering concepts and 5+ years applied experience
• Hands-on practical experience delivering system design, application development, Amazon Connect & AWS Ecosystem
• Contact Center Operations & Agent Experience
• Advanced knowledge of software applications and technical processes with considerable in-depth knowledge in one or more technical disciplines (e.g., cloud, artificial intelligence, machine learning, mobile, etc.)
• Proficiency in Python, Node.js, or Javascript
• Familiarity with CI/CD pipelines, DevOps practices, and Infrastructure as Code (IaC) tools such as CloudFormation or Terraform
• Ability to tackle design and functionality problems independently for Omnichannel Engagement
• Third-Party Integrations: Experience integrating with CRMs or case management.
• Experience in Computer Science, Computer Engineering, Mathematics, or a related technical field

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in computer science, Information Technology, or a related field
• 10+ years of IT experience, including at least 3 years managing development or engineering teams
• AWS Certified Solutions Architect, Developer, or DevOps Engineer