Job Description
Customer Service Solutions Engineer 1137889 (H)
A leading podcast and audiobook company is seeking a Customer Service Solutions Engineer. The successful candidate will partner with a global, cross-functional team to develop, test, launch, and refine solutions to optimize our service experience. The ideal candidate has full-stack development experience (Java, HTML5, CSS3, Javascript, Typescript, node.js, JSON, SQL/NoSQL). The company offers a great work environment!
Customer Service Solutions Engineer Pay and Benefits:
- Hourly pay: $50-$60/hr
- Worksite: Leading podcast and audiobook company (Newark, NJ 07102 or New York, NY, Open to remote candidates)
- W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program
- 40 hours/week, 9 Month Assignment
Customer Service Solutions Engineer Responsibilities:
- Configure and implement infrastructure technologies that enable various aspects of CS Operations, serving both internal and external customers. Examples of such technologies include Intelligent Contact Routing, Interactive Voice Response (IVR), and a “smart conversation assistant” – and doing it in a way that ensures compliance with oursecurity and software development standards.
- Contact Routing:
- Maintain and modify logic in “call flow” code that determines how customer contacts are routed to customer service representatives.
- Develop and implement new contact routing strategies for CS initiatives.
- Leverage a realtime targeting tech stack using internal APIs and low-latency databases. Optimize structure and codebase documentation for existing call flows.
- Smart Conversation Assistant:
- Maintain a key software application that enables more personalized service interactions.
- Deploy upgrades to underlying software packages and platforms. Troubleshoot and address issues reported by users.
- Implement minor adjustments or fixes to the application as needed through its end of life.
- Support development of technical requirements for integration of functionality into a new platform.
- AWS Account:
- Administer and configure our team’s AWS account with the necessary IAM roles, users, access policies, and/or AWS services.
- Documentation:
- Produce and maintain robust documentation of our code base, key design decisions, and the current status of the solution as deployed in production.
Customer Service Solutions Engineer Qualifications:
- 5+ years of experience or,
- Degree in Computer Science.
- Full-stack development experience (Java, HTML5, CSS3, Javascript, Typescript, node.js, JSON, SQL/NoSQL).
- Experience with one or more scripting/interpreted programming languages (Python, Bash, or Powershell).
- Experience with web frameworks, Spring Framework, Service Oriented Architecture (SOA), and APIs.
- Experience with Infrastructure as Code (IaC) tools such as CDK and CloudFormation.
- Experience with AWS compute data products, including but not limited to Redshift, DynamoDB, S3, EC2, EC2, API Gateway, Cloudfront, and Lambda applied at scale in a production environment.
- Experience with AWS network and monitoring products, including but not limited to VPC, Route53, and CloudWatch in a production environment.
- Experience working in an organization focused on Customer Experience or Customer Service is preferred.
- Experience with customer targeting/segmentation platforms is preferred.
- Experience with HTTP/2, and serverless, microservices is preferred.
- AWS Solutions Architect certification (Associate or Professional level).
- AWS Certified Developer is preferred.
- Experience with just-enough documentation, unit testing, code reviews, test automation, and agile methods.
- Strong interpersonal and communication skills with both technical and non-technical stakeholders.
- Strong problem-solving skills, adaptable, proactive, and willing to take ownership.
- Object-oriented programming is required to be able to learn and write callflow code in our proprietary language.