Lead Software Engineer – Contact center AI platform

Company

Cox Communications, Inc.

Engineering / Product Development

Lead Software Engineer

Manager - Non People LeaderHybrid - Ability to work remotely part of the week

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary of $117,300.00 - $195,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

We are seeking a skilled and innovative Lead Software Engineer – Contact center AI platform to join our team and play a key role in advancing our contact center technologies. This role focuses on designing and implementing next-generation contact center platforms with an emphasis on self-service capabilities leveraging the latest technology such as Generative AI and Machine learning. The candidate will be instrumental in building scalable, cloud-based solutions, managing contractor teams, and driving the development of robust, customer-centric software systems.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

Essential Responsibilities include the following. Other responsibilities may be assigned. Candidates should be flexible in supporting assignments in different technology areas and have a willingness to apply leadership skills to new information technologies as business requirements dictate.

• Lead the design, development, and implementation of cloud-based contact center platforms, focusing on IVR and self-service functionalities.

• Architect and implement next-generation contact center solutions that provide a seamless customer experience.

• Collaborate with cross-functional teams to define system requirements and ensure alignment with business goals.

• Manage and mentor contractors, guiding technical direction, coding standards, and project priorities.

• Drive the DevOps process by automating and streamlining CI/CD pipelines, ensuring efficient and reliable software deployments.

• Maintain hands-on coding expertise, contributing to codebases written in Java, Python, and Node.js.

• Ensure high-quality code and systems by leading code reviews and enforcing best practices for software development.

• Monitor system performance, troubleshoot issues, and implement necessary updates to maintain high availability and scalability.

• Design, build, and support applications deployed on Google Cloud Platform (GCP) or AWS, optimizing for scalability, cost-efficiency, and high performance.

• Implement cloud-native solutions utilizing GCP and AWS services such as Cloud Functions, Kubernetes, Cloud Pub/Sub, Amazon Lambda, EC2, S3, and RDS.

• Define and enforce cloud security practices, including data encryption, IAM policies, and VPC configurations, to ensure application and data security.

• Leverage cloud monitoring and logging tools (such as Google Cloud Monitoring, AWS CloudWatch, and Cloud Logging) to proactively identify and resolve application issues.

• Stay up to date on industry trends and technologies to guide future product developments and technical improvements.

• Frame technical or architectural alternatives in business terms, clearly articulating both business and technical implications of various options.  

• Champion architectural solutions and effectively advocate for them at an executive level.

Minimum Qualification

•  Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 year of experience; or 18 years’ experience in a related field

• Strong expertise in cloud platforms, especially Google Cloud Platform (GCP) and/or AWS, with proven experience in building and supporting highly available, cloud-based applications.

• Must possess strong interpersonal and communications skills, will possess the flexibility to adapt to a rapidly changing environment

• Familiarity with contact center industry standards, technologies, and compliance requirements.

• Experience using cloud-native services such as GCP Cloud Functions, Pub/Sub, Firebase or AWS Lambda, S3, RDS, and ECS/EKS for building scalable applications.

• Ability to quickly absorb and utilize new concepts and technologies

• 8+ years of experience in software development, with a focus on contact center technologies including IVR and self-service solutions.

• Proficiency in Java, Python, and/or Node.js, with hands-on coding experience and the ability to mentor junior developers

• Deep understanding of DevOps practices, including CI/CD, infrastructure as code, and automated testing.

• Proven experience leading teams and managing contractors, with strong project management and organizational skills.

• Strong problem-solving skills, attention to detail, and the ability to adapt to new challenges and technologies.

• 4+ years of experience with Contact center platform i.e. Google, AWS connect or Genesys cloud

• Well-versed with Data drive conversational design focusing on customer experience

• Experience in Agile development methodology/Scrum

• Strong presenting skills to senior technical and business leadership

Preferred

• Experience in designing Enterprise class applications

• Experience with AI-driven contact center solutions, including chatbots, IVR and natural language processing.

• Knowledge of customer experience (CX) best practices and tools.

• Prior experience in agile development methodologies.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.