Contact Center Technology Engineer III / Senior

Contact Center Technology Engineer III / Senior
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Date:
Oct 4, 2024
Location:
PHOENIX, AZ, US, 85004-3903
Company:
APS
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise:
Design for Tomorrow, Empower Each Other and Succeed Together.
Summary
Are you a forward-thinking IT professional with a passion for innovation and cutting-edge technology? We are seeking an experienced IT Solutions Engineer / Analyst Senior to lead the delivery and performance of our software and hardware products across various application spaces, including next-generation technologies like cloud engineering and mobile applications.
Key Responsibilities:
• Product Lifecycle Management:
Oversee the full lifecycle of software and hardware products, from design completion to volume production release, ensuring high-quality delivery.
• Next-Generation Technology:
Lead the integration of emerging technologies, including cloud engineering and mobile applications, to enhance business capabilities.
• Performance & Reliability:
Troubleshoot complex software and system issues, ensuring optimal performance and long-term reliability.
• Cross-Functional Collaboration:
Work closely with internal teams to drive innovation, improve processes, and meet business needs.
Technical Acumen:
• Cisco UCCE, CUCM, CVP, Call Studio, outbound dialers, and Email/Chat
• Nuance Speech Suite / Natural Language scripting
• Verint Call Recording, Speech Analytics, WFO
• Strong programming skills in scripting languages such as Cisco Unified Contact Center Enterprise scripting, javaScript, or Python.
• Experience with telephony technologies, protocols, and standards including SIP, VoIP, etc
• Solid understanding of Contact Center operations, processes, and best practices
Ideal Candidate:
• Expertise in managing product lifecycles from concept to release.
• Proven ability to troubleshoot and resolve software and system issues.
• Experience in cloud technologies, mobile applications, and next-generation solutions.
• Strong problem-solving skills and a passion for delivering innovative IT solutions.
If youre ready to lead in a dynamic, fast-paced environment and drive the future of technology, apply now to join our team!
Minimum Requirements
Contact Center Technology Engineer III
• Bachelors' degree in Information Technology or related field
• AND five (5) years of prior relevant experience or equivalent combination of education and directly related experience.
• Requires strong technical knowledge within a job area or system and basic knowledge across related technical areas
Contact Center Technology Engineer, Senior
• AND seven (7) years of prior relevant experience or equivalent combination of education and directly related experience.
• Requires advanced in-depth level of technical knowledge within a job area and working knowledge of other technical areas
Preferred Special Skills, Knowledge or Qualifications
• Advanced level knowledge of multiple programming languages, database management systems and development platforms
• Skills in understanding and explaining the most technical issues and solutions in non-technical terms; working effectively in, and leading teams and across organizations; balancing and prioritizing between multiple work streams; collaborating with colleagues and teams in different fields across a diverse organization; solving the most advanced complex problems in own area of work
Major Accountabilities
1) Plans and manages implementation and integration of new technologies
2) Researches and suggests new technologies to improve application performance
3) Provides technical expertise in developing architectural frameworks
4) Provides architectural support for application development, enhancement configuration, and migration
5) Maintains documentation for system architecture for reference purposes
6) Designs and develops new integrations as required
7) Serves as a recognized engineering expert and defines solution requirements based on industry trends and new technologies
8) Identifies, creates and tests prototypes and innovative systems related to solution engineering through internal knowledge, experience, and market insights
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
Arizona Public Service is a smoke free workplace.
Home based:
Home based employees primarily work from their home offices and come into an APS facility on an as-needed basis.
• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
• Working from a home office requires adequate technology and an appropriate ergonomic set up.
• Role types are subject to change based on business need.
Role Type language was updated on 10/28/2024