**Description** The Lead Software Engineer codes software applications based on business requirements. The Lead Software Engineer works on problems of diverse scope and complexity ranging from moderate to substantial. **Responsibilities** Celebrating diverse backgrounds and creating an environment of inclusion is at the heart of Humana. Our commitment is to ensure Humana's work environment is one in which every associate can bring their whole self to work to do their best work. Our leaders and associates work together to actively advance cultural competency and continuously enhance the culture. Creating a culture of belonging has a direct and positive impact on our associates, as well as customers and their experience. Do you enjoy being at the forefront of cutting edge and customer transformation initiatives by combining strategy, technology, data, and design? Do you crave new challenges and solving customer problems leveraging the latest in contact center technology? As a Lead Contact Center Technology Engineer at Humana, you will use the latest CCaaS technologies to create innovative, customer-centric products. Come help us re-imagine and transform our contact center solutions that provide seamless, personalized and connected experiences to help our customers achieve lifelong health and well-being. Humana is seeking a detail-oriented, results-driven and committed Lead Contact Center Engineer to provide technical leadership and delivery of new capabilities and solutions across the Voice & Contact Center technology portfolio. This role will be responsible for leading the analysis, planning, evaluation, implementation, and validation of excellent innovative Contact Center solutions. This role provides exposure to and evaluation of emerging Voice and Contact Center technologies and a great opportunity to work on highly visible strategic initiatives across all areas of Humana Insurance Segment. Successful candidates will demonstrate strong technical leadership skills; have experience in leading and delivering quality technical solutions, demonstrate business acumen and discipline, as well as setting and executing on a strategic technical vision. In addition, candidates must have a willingness to understand existing processes and systems and possess strong interpersonal and communication skills. She/he should be able to make decisions quickly in consultation with team members and be able to build relationships, actively participate in teamwork, and understand the dynamics and critical nature of the business. Responsibilities of the position include: + Provide technical leadership in various contact center initiatives (review, input, recommend) by enforcing the vision of platform architecture and ensuring alignment to strategic roadmap keeping in mind cross-functional impacts, integration across the organization and architecture rationalization, in partnership with solution architects and other technical peers. + Develop, evangelize, nurture and refine best practices, tools and processes for accelerating the adoption and delivery of contact center capabilities in a continuous fashion. + Lead and participate in pilot development, coding or troubleshooting. + Provide oversight in the planning, evaluation, recommendation, implementation, and validation of new/emerging technologies. + Provide technical training and education to delivery teams and business partners. + Collaborate with the architecture team to ensure that the technical solution designs and implementation are consistent with the architectural vision, as well as to drive the business through technical innovation using newly identified and emerging technologies. + Own and drive adoption of DevOps tools and best practices (including conducting (automated) code reviews, reducing/eliminating technical debt, and delivering vulnerability free code) across the areas technology portfolio. + Function as subject matter expert and advocate for various contact center capabilities, requiring depth and breadth in their knowledge of the business processes, technologies, applications, integration and interfaces. + Communicate and present technical aspects, risks, challenges, and selling points of a solution to IT and Business partners. + Identify, evaluate and assess risks to mitigate them and eliminate any factor that might hinder the successful delivery of a solution. + Evaluate and recommend optimal design patterns, builds and implementations. + Collaborate with platform and engineering teams to mature Code quality management, automated testing, and environment management practices to deliver incremental customer value. + Support and nurture discovery of reusable patterns across the areas technology portfolio. + Leverage Technology research skills, ability to apply technology advancements to business use cases, ability to engage delivery teams to support technology changes, assess and recommend feasibility of innovative ideas across the enterprise. + Collaborate with vendors and platform teams to optimize new product and service offerings. Required Qualifications: + Bachelor's degree in Computer Science or a related discipline. + 7+ years of experience in systems analysis and application program development. + 5+ years of experience developing Cloud Contact Center solutions like IVR, Queuing & Routing, Callback Assist, Recording Services, WFM/WFO, Analytics, Digital Service Products (IVA/Chat/Text/SMS) and Omni channel. + Knowledge in chatbots (like Lex, Dialog Flow and Nuance). + Experience administrating and supporting PureCloud (Genesys Cloud). + Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts. + Extensive experience building and leveraging reusable services, patterns and frameworks. + Experience with agile teams and Scrum. + Industry awareness about evolving design patterns for Cloud and Software-as-a-service provider-based solution integration. + Has solid working knowledge of product capabilities of the current contact center technologies. Innovative mindset, problem-solving skills. + Understand market and industry trends within related technical domains. + Requires excellent communication skills, analytical ability, strong judgment and management skills, financial acumen and discipline, and the ability to work effectively with business partners and technical peers. + Proven ability to quickly master business domains of enterprise applications. + Ability to work independently as well cooperatively in a group environment to achieve common goals. Preferred Qualifications: + Master's degree, preferably in a technical discipline (Computer Science, Computer Engineering, etc.). + Working knowledge of .NET Core, Web API 2, microservices, Sitecore, GIT, GITHub, CI/CD, and Azure DevOps. + Experience with CheckMarx, SecAPI, LaunchDarkly, and automated test tools. + Experience with programming languages (i.e. Node.JS, JavaScript, Python, Angular, React, .Net, HTML, CSS). + Experience with cloud technologies (Azure, GCP, AWS, etc.). + Experience with PL/SQL, Analytics, SQL and RDBMS. + SAFe Experience. + Experience with automation frameworks (i.e. Cyara, Selenium, etc.). + Development experience using Visual Studio, NuGet Packages, Content Management Systems, JQuery, XML, JSON, and Dependency Injection. + Contact Center/CCaaS Professional Certifications. **Additional Information** **\#LI-Remote** **\#Cloud** **Scheduled Weekly Hours** 40 <>
Categories
• Financial Services