Contact Center Engineer

Job Title:

Contact Center Engineer

Department:

IT, Telecom & Internet

Country:

United States of America

State/Province:

Arkansas

City:

Lowell

Full/Part Time:

Full time

Job Summary:

Under general supervision, the Contact Center Engineer is responsible for development and limited design tasks designated in coordination with their assigned team. The Contact Center Engineer creates technical documentation, designs low-impact (application related) changes in coordination with team members, completes assigned work items, and supports end users as assigned. Engineers in this role are expected to demonstrate understanding of J.B. Hunt’s technical implementation and the impact of changes to end users.

Job Description:

Key Responsibilities: ​

• Designs and develops moderately to highly complex Contact Center routing solutions using custom strategies ​
• Implement and align processes associated with the organizational software development lifecycle
• Begin the process of technical specialization including, but not limited to server applications, web development, mobile systems, etc.; produce and present small-scale designs for review and implementation approval by senior team members and leadership
• Troubleshoot and address bugs and user-submitted problems with limited assistance from senior team members; assist other engineers with addressing bugs and/or user-submitted problems
• Leverage continuous integration/continuous delivery (CI/CD) processes to effectively release product changes; test and validate changes according to team and organizational policy
• Independently, but with verification from senior team members, participate in the analysis and design process

Qualifications:

Minimum Qualifications:

Bachelor’s degree in Computer Science, Computer Engineering, or related field, or foreign equivalent with 2 years of experience in Contact Center Engineering or related field, or military experience, or suitable combination of education, experience, and training

AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences:

• Experience effectively participating in the software design process
• Ability to complete tasks with a high quality of work in a timely manner

Preferred Qualifications:

• Professional experience with SBC telephony to Contact Center Design
• Professional experience with Data Collection and Reporting
• Professional experience with API Integration and Digital Interactions
• Familiarity with Genesys Cloud
• Experience in Routing Design

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate.  This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:

Bachelors: Computer Engineering (Required), Bachelors: Information Technology (Required)

Work Experience:

Engineering, Software Development

Certifications:

Job Opening ID:

00569429 Contact Center Engineer (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.