Contact Center Cloud Engineer, VP

Barclays•Jefferson, CO

23d•$193,461 - $200,000•Hybrid

About The Position

Barclays Services LLC seeks Contact Center Cloud Engineer, VP in Whippany, NJ (multiple positions available). This role is responsible for overseeing the design and maintenance of cloud-based Contact Centre solutions, solving complex problems and real-world use cases. The position involves evaluating and enhancing IVR software engineering processes, guiding engineers to build and integrate LLM-powered conversational IVR experiences, and leading teams to solve complex Contact Center problems. Responsibilities include managing call flows, optimizing sentiment analysis and voice bot interactions, and commanding the development of end-to-end Contact Center Omni channel solutions. The role also includes mentoring and supporting team members, conducting performance reviews, and managing a team of 8 Software Developers. This is a hybrid role and may telecommute pursuant to company policies.

Requirements

Development and delivery of high-quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance.
Cross-functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives.
Collaboration with peers, participate in code reviews, and promote a culture of code quality and knowledge sharing.
Stay informed of industry technology trends and innovations and actively contribute to the organization’s technology communities to foster a culture of technical excellence and growth.
Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions.
Implementation of effective unit testing practices to ensure proper code design, readability, and reliability.
Contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.
If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.
Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
Manage and mitigate risks through assessment, in support of the control and governance agenda.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
Adopt and include the outcomes of extensive research in problem solving processes.
Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.
Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
Demonstrate the Barclays Mindset – to Empower, Challenge and Drive.

Responsibilities

Oversee the design and maintenance of cloud-based Contact Centre solutions and solve complex problems and real world use cases in Contact Center.
Evaluation and enhancement of IVR software engineering processes to increase efficiency, streamline workflows, and optimize team productivity.
Guide engineers to build and integrate LLM-powered conversational IVR experiences that provide human like interactions.
Lead team(s) to solve complex problems and real world use cases in Contact Center.
Manage call flows by building and enhancing state machine-based orchestration; manage risk and strengthening controls in relation to the work the team does.
Optimize sentiment analysis and voice bot interactions for personalized customer experience.
Command the development and enhancement of end-to-end Contact Center Omni channel solution. Provide expertise in the conversational/omnichannel interaction design.
Mentor and support team members' professional growth, conduct performance reviews, provide actionable feedback, and identify opportunities for improvement.
Manage a team of 8 Software Developers.