Software Engineer - Call Recording/Contact Center

Summary: Plans, designs, develops and tests software systems or applications for software enhancements and new products including cloud-based or internet-related tools. Develops and programs integrated software algorithms to structure, analyze and leverage data in product and systems applications in both structured and unstructured environments. Develops and communicates descriptive, diagnostic, predictive and prescriptive insights/algorithms. Uses machine language and statistical modeling techniques such as decision trees, logistic regression, Bayesian analysis and others to develop and evaluate algorithms to improve product/system performance, quality, data management and accuracy. In both theoretical development environments and specific product design, implementation and improvement environments, uses current programming language and technologies to translate algorithms and technical specifications into code. Completes programming and implements efficiencies, performs testing and debugging. Completes documentation and procedures for installation and maintenance. Applies deep learning technologies to give computers the capability to visualize, learn and respond to complex situations. Adapts machine learning to areas such as virtual reality, augmented reality, artificial intelligence, robotics and other products that allow users to have an interactive experience. Can work with large scale computing frameworks, data analysis systems and modeling environments. Employees in this role are expected to apply knowledge of experimental methodologies, statistics, optimization, probability theory and machine learning using code for tool building, statistical analysis and modeling, using both general purpose software and statistical languages.

Job Description:

• Strong sense of ownership, accountability, and business acumen 
• Passion for your team's vision/mission & the entrepreneurial drive to make things happen 
• Mentor the team in growing and reaching their full potential 
• Passion for designing modular systems using reusable components, SDKs, and robust APIs 
• Collaborate, socialize, and drive cross-team technical initiatives 
• Possess can-do attitude and strong work ethic. Act with empathy and humility.

Must Have Skills

• 2+ years experience in software development including designing, building, and managing high-scale, mission-critical real-time production systems  
• Strong proficiency in C/C++ 
• Good understanding of contact center operations including ACD, IVR, and CRM integration 
• Strong knowledge in recording solutions like redbox/verint/nice/calabrio  
• Deep expertise in integration with Cisco/Avaya/Genesys/Mitel telephony systems 
• Hands on experience with SIP, CTI, SDP, RTP, CSTA/TSAPI and NATS 
• Advanced knowledge of packet capture, dissection and protocol decoding 
• Experience with SSL/TLS decryption 
• Experience in networking - DNS, DHCP, SSH, NAT, QoS, STP, VLAN, TCP/IP etc 
• Strong coding skills with an eye for using the right algorithms and data structures 
• Excellent troubleshooting, analytical and decision-making skills 
• Disciplined approach to documentation 
• Ability to lead, partner, and collaborate cross functionally across an engineering organization 
• Bachelors or master’s degree in engineering, Computer Science or equivalent experience