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Sr. Software Developer, IVR Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Charlotte, NC Charlotte, North Carolina |
About this job
Posting Job Title:Sr. Software Developer, IVR
Requisition #: 152295BR
Posting Location: Charlotte, NC, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a Sr. Software Developer, IVR for our TSG Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
The Telecommunications Application Developer will work as a member of a team that has responsibility for the developing applications that enhance our customer ' s call center experience, and to reduce company costs. They will develop applications for our VoIP based call processing system, speech recognition IVR systems, CTI devices, intelligent call routing systems, compliance and quality recording system, workforce management system, call management system and all other devices related to the enterprise platform. The Telecommunications Application Developer will interact with Avaya and other telecommunications vendors and work directly with TWC regional and divisional contacts to design and develop IVR call flows, Screen pop applications and web services to create a services based architecture that can be leveraged by all contact center applications. The Developer will provide assistance with contact center reporting and other related tasks, interact with the manufacturers ' technical support groups to resolve complex problems, and work with the department ' s Technical Writer to produce detailed documentation that include the architectural layout, inter-machine process flow, database schemas and other material related to the telecommunications infrastructure. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center and serve as an escalation point for Tier III resources to resolve issues.
Essential Job Functions:
Design & Development
- To gather requirements for new applications by working with business owners and to conceptualize designs of new IVR, CTI, Web Services and other Telecommunications technologies using industry standards.
- Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
- Review and analyze the effectiveness and efficiency of existing telephony systems and develop solutions for improving or further leveraging these systems.
- Define Web services architecture and overall web infrastructure.
- Develop and communicate Web services usage.
- Design CTI based solutions to improve sharing and business rules usage of call information and routing.
- Strong working knowledge of using industry standard Design patterns.
Testing & Deployment
- Run test using tools to validate process and data, do system testing by placing calls and validating responses and data.
- Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.
- Identify, recommend, and prioritize new Web, Database and Telephony features and applications in conjunction with business leaders and department managers.
- Install and configure HTTP servers, establish appropriate server directory trees, and deploy applications.
- Update Web services to ensure accuracy and currency.
- Test database performance to validate application availability and scale and to make sure applications perform as expected.
Support
- Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.
- Provide orientation and training to end users for all modified and new systems.
- Provide guidance and/or instruction to other team members.
- Diagnose and troubleshoot problems with existing Telecom and Web applications.
-Reporting & Monitoring
- Monitor and report on IVR, CTI, Web application traffic and performance.
- Work with monitoring team to make sure telecom and web environments are monitored.
- Work with corporate reporting to provide input on the use of application data for reporting.
- Create reports to ensure system is working as expected and performing appropriately.
- Support the standard reporting needs of the organization and to provide standard methods of accessing all telecom reporting data.
Position Requirements
Formal Education & Certification
- 5 years related work experience with VXML and CCXML development.
- 5 years related work experience with Java & J2EE Development (web services, Servlets, JNDI, ejb, jsp, js), XML, Relational Databases (esp. DB2, Oracle, MSSQL & MySQL), and Application Servers (esp. Weblogic and Websphere).
- 2 years related work experience with Cable Billing Systems (Such as ICOMS and CSG)
- 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, & SIP).
Knowledge & Experience
- Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
- Proven experience of java programming languages with advanced concepts like Multi-threading and Socket Programming.
- Proven experience of frameworks and standards like JSP, Servlets, EJB, SOAP, XML, JAXB, AJAX, Hibernate, Spring, JPA, JDBC, & ANT.
- Proven experience of testing tools like JUnit and JMock.
- Working knowledge of network and PC operating systems, including Linux, Unix and Windows.
- Working knowledge of current network hardware, protocols, and standards, including tcp, udp, and ip.
- Extensive practical knowledge in importing data for use in application environments.
- Extensive experience with core software applications including: Eclipse, Geronimo, Weblogic, SoapUI, Apache Tomcat, CVS, and Toad. .
Education and Experience:
High school diploma or general education degree (GED); or zero to three months related experience and/or training; or equivalent combination of education and experience.
Travel Requirements:
Travel % 10
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
Requisition #: 152295BR
Posting Location: Charlotte, NC, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a Sr. Software Developer, IVR for our TSG Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
The Telecommunications Application Developer will work as a member of a team that has responsibility for the developing applications that enhance our customer ' s call center experience, and to reduce company costs. They will develop applications for our VoIP based call processing system, speech recognition IVR systems, CTI devices, intelligent call routing systems, compliance and quality recording system, workforce management system, call management system and all other devices related to the enterprise platform. The Telecommunications Application Developer will interact with Avaya and other telecommunications vendors and work directly with TWC regional and divisional contacts to design and develop IVR call flows, Screen pop applications and web services to create a services based architecture that can be leveraged by all contact center applications. The Developer will provide assistance with contact center reporting and other related tasks, interact with the manufacturers ' technical support groups to resolve complex problems, and work with the department ' s Technical Writer to produce detailed documentation that include the architectural layout, inter-machine process flow, database schemas and other material related to the telecommunications infrastructure. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center and serve as an escalation point for Tier III resources to resolve issues.
Essential Job Functions:
Design & Development
- To gather requirements for new applications by working with business owners and to conceptualize designs of new IVR, CTI, Web Services and other Telecommunications technologies using industry standards.
- Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
- Review and analyze the effectiveness and efficiency of existing telephony systems and develop solutions for improving or further leveraging these systems.
- Define Web services architecture and overall web infrastructure.
- Develop and communicate Web services usage.
- Design CTI based solutions to improve sharing and business rules usage of call information and routing.
- Strong working knowledge of using industry standard Design patterns.
Testing & Deployment
- Run test using tools to validate process and data, do system testing by placing calls and validating responses and data.
- Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.
- Identify, recommend, and prioritize new Web, Database and Telephony features and applications in conjunction with business leaders and department managers.
- Install and configure HTTP servers, establish appropriate server directory trees, and deploy applications.
- Update Web services to ensure accuracy and currency.
- Test database performance to validate application availability and scale and to make sure applications perform as expected.
Support
- Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.
- Provide orientation and training to end users for all modified and new systems.
- Provide guidance and/or instruction to other team members.
- Diagnose and troubleshoot problems with existing Telecom and Web applications.
-Reporting & Monitoring
- Monitor and report on IVR, CTI, Web application traffic and performance.
- Work with monitoring team to make sure telecom and web environments are monitored.
- Work with corporate reporting to provide input on the use of application data for reporting.
- Create reports to ensure system is working as expected and performing appropriately.
- Support the standard reporting needs of the organization and to provide standard methods of accessing all telecom reporting data.
Position Requirements
Formal Education & Certification
- 5 years related work experience with VXML and CCXML development.
- 5 years related work experience with Java & J2EE Development (web services, Servlets, JNDI, ejb, jsp, js), XML, Relational Databases (esp. DB2, Oracle, MSSQL & MySQL), and Application Servers (esp. Weblogic and Websphere).
- 2 years related work experience with Cable Billing Systems (Such as ICOMS and CSG)
- 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, & SIP).
Knowledge & Experience
- Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
- Proven experience of java programming languages with advanced concepts like Multi-threading and Socket Programming.
- Proven experience of frameworks and standards like JSP, Servlets, EJB, SOAP, XML, JAXB, AJAX, Hibernate, Spring, JPA, JDBC, & ANT.
- Proven experience of testing tools like JUnit and JMock.
- Working knowledge of network and PC operating systems, including Linux, Unix and Windows.
- Working knowledge of current network hardware, protocols, and standards, including tcp, udp, and ip.
- Extensive practical knowledge in importing data for use in application environments.
- Extensive experience with core software applications including: Eclipse, Geronimo, Weblogic, SoapUI, Apache Tomcat, CVS, and Toad. .
Education and Experience:
High school diploma or general education degree (GED); or zero to three months related experience and/or training; or equivalent combination of education and experience.
Travel Requirements:
Travel % 10
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
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