Staff Software Engineer-Contact Center Solution SME

Job Description

Visa’s Technology Organization is a community of problem solvers and innovators reshaping the future of commerce.   We operate the world’s most sophisticated processing networks capable of handling more than 65k secure transactions a second across 80M merchants, 15k Financial Institutions, and billions of everyday people.   While working with us you’ll get to work on complex distributed systems and solve massive scale problems centered on new payment flows, business and data solutions, cyber security, and B2C platforms.     

The Opportunity: 

We are looking for Versatile, curious, and energetic Software Engineers who embrace solving complex challenges on a global scale.  As a Visa Software Engineer, you will be an integral part of a multi-functional development team inventing, designing, building, and testing software products that reach a truly global customer base. While building components of powerful payment technology, you will get to see your efforts shaping the digital future of monetary transactions.   

Contact Center Technology solutions (CCTS) team is responsible for building innovative communicative solutions using the best in class technology solutions in support of Omni-channel customer experience. The candidate will be involved in day-to-day operational activities across our global contact center infrastructure.

A successful candidate needs to be highly technical, with strong development and operations experience. Have hands on experience in defining high-availability, elimination of technical-debt. Demonstrated success in building partnerships with business stakeholders and other technology functions such as security, operations, security, and data analytics is required.

The Work itself: 

• Responsibilities:

• Ability to build and support solutions across various contact center channels which includes email, chat, web portal, voice
• Hands on support experience ability to review, analyze and resolve all the application and user related issues
• Ensure all the service-levels associated to resolution, acknowledgement and closure are met
• Identification of efficiency opportunities in operations and platform utilization
• High judgement to handle multiple high priority issues at any given time
• Exposure in handling severity issues and driving them to resolution in coordination with multiple technology teams
• Ability to play the role of DevOps engineer and understand the need and implement the new platform upgrades as and when necessary
• Ability to update configurations and code (IRD or ORS) as needed in support of issues or project execution
• Coordinating with vendors (such as Genesys, Avaya, NICE etc.) to identify resolutions for any product related gaps
• Ensure that the platforms are 100% secured through daily, weekly remediation
• Ability to analyze and fix the security vulnerabilities
• Daily, weekly and monthly report of the vulnerabilities and rate of remediation
• Maintain open communication with internal staff and vendors such as product technology support
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk

Essential Functions:

• Demonstrates relevant technical working knowledge to understand requirements.
• Identifies and contributes to the development and solution strategies to team members that improve the design and functionality of interface features across one or more project features, under minimal guidance.
• Applies standard processes on the use of programming languages (e.g. HTML, C++, Java) to write code that fulfills website modification requests and technical requirements. 
• Collaborates with others to support the piloting of new technology capabilities and features that enhance the user website experience across e-commerce products.
• Analyzes bugs for simple issues and applies debugging tools to verify assumptions.

The Skills You Bring:

• Energy and Experience: A growth mindset that is curious and passionate about technologies and enjoys challenging projects on a global scale
• Challenge the Status Quo: Comfort in pushing the boundaries, ‘hacking’ beyond traditional solutions
• Language Expertise: Expertise in one or more general development languages (e.g., Java, C#, C++)
• Builder: Experience building and deploying modern services and web applications with quality and scalability
• Learner: Constant drive to learn new technologies such as Angular, React, Kubernetes, Docker, etc.
• Partnership: Experience collaborating with Product, Test, Dev-ops, and Agile/Scrum teams

**We do not expect that any single candidate would fulfill all of these characteristics. For instance, we have exciting team members who are really focused on building scalable systems but didn’t work with payments technology or web applications before joining Visa.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:
5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications:
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
Qualifications
• Bachelor's Degree in Computer Science, Information Technology or equivalent disciplines with atleast 8 years of experience
• Strong understanding of Contact Center technologies with specialization in Genesys Suite of technologies including Framework, eServices, multi-media, Agent Softphone (IWS) and intelligent workload distribution, IVR(Interactive Voice Response), WFM (work force management)
• Experience in integrating with multiple CRM solutions (i.e. Siebel, Salesforce, and Microsoft Dynamics etc.)
• Preferably have an understanding of Call recording solutions such as NICE or Verint
• Have strong knowledge in SDLC, execution and delivery understanding with attention to detail around SLA metrics, accountability and operational excellence.
• A team player who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position