Senior Engineer (Voice - UCCE)

Position Summary

GEICO is seeking an experienced Senior Engineer with a passion for building high performance, low-latency platforms and applications. You will help drive our insurance business transformation as we redefine experiences for our customers.

Position Description

Our Senior Engineer is a key member of the engineering staff working across the organization to provide a friction-less experience to our customers and maintain the highest standards of protection and availability. Our team thrives and succeeds in delivering high quality technology products and services in a hyper-growth environment where priorities shift quickly. The ideal candidate has broad and deep technical knowledge, typically ranging from front-end UIs through back-end systems and all points in between.

Position Responsibilities

As a Senior Engineer, you will:

• Provide leadership to engineering teams utilizing best practices for Voice and related technologies
• Owns complete solutions across the entire life cycle while utilizing strong problem-solving ability
• Influence and builds vision with product managers, team members, customers, and other engineering teams to solve complex problems for building enterprise class business applications
• Hold accountability for the quality, usability, and performance of the solutions
• Lead design sessions and code reviews to elevate the quality of engineering across the organization

• Mentor junior team members in Voice and related technologies
• Share best practices and improves processes within and across teams utilizing documentation and knowledge sharing sessions
• Understand Business requirements to translate them into technical solutions

Qualifications

• Design, Configure, deploy, and Operate Cisco Unified Contact Center Enterprise, Cisco Voice Portal, Finesse Systems, Cisco Contact Center Management Portal, and other key networking technologies
  • Proficiency in UCCE Scripting

• Have familiarity with voice technologies, preferred Nuance Natural Language Platform
• Advanced programming experience within UCCE and related contact center applications

• Experience with log collection, packet capture and call manager
• Experience with Unified computing servers, Linux and Active Directory
• Experience with continuous delivery and infrastructure as code
• In-depth knowledge of CS data structures and algorithms
• Strong problem-solving ability
• Ability to excel in a fast-paced environment

• Must be knowledgeable of Cisco Unified Communication or Contact Center technologies to include, Call Flows, IVR’s, Quality Management, Workforce Engagement Management, Operational Reporting.

• Must have the ability to create architectural diagrams and understand dataflows to develop or implement a technical solution
• Understanding of Observability principles to include best monitoring practices, log review, alerting and reporting
• Strong Troubleshooting skills for all aspects of the Contact Center Platforms and required to be on call for production support
• Must be able to communicate in a clear, concise, professional manner, to be understood by customers, clients, co-workers, and other employees of the organization
• Cisco Certifications Cisco CCIE or CCNP Collaboration
• In depth experience in Voice Gateways and voice monitoring platforms
• Preferred experience AWS Cloud-Based Technologies, Amazon Connect, Lambda, DynamoDB, Amazon Lex, and S3
• Preferred technologies include Terraform, CloudFront, Command line, Languages, JSON/YAML

Experience

• 4+ years of development, deployment, integration, configuration with Cisco Contact Center Enterprise
• 3+ years of experience years architecture, design, development, deployment, integration, configuration with Contact Center Enterprise  
• ​2+ years of experience with the Cisco ICM (Intelligent Contact Management)
• 2+ years of experience in open-source frameworks is desired

Education

• Bachelor’s degree in computer science, Information Systems, or equivalent education or work experience

Annual Salary

$76,000.00 - $236,500.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.