Durham Professional Services is working with our International client to recruit a Solutions Developer. This role will be working from home, with travel to client sites as and when required so a full driving license is essential.
This role will be to lead the way in shaping, designing and delivering innovative marketing, sales and service solutions for clients, including cognitive/conversational AI (chatbots, voice bots, digital assistants), omni-channel contact centres or partnerships (ecosystems, outsourcing).
What you’ll be doing
- Working across disciplines to innovate and create great solutions for iconic brands
- Developing a deep technical knowledge of technology offerings, contact centre products, solutions and services to enable the production of high quality designs
- Working with various partners to build out prototype, demo and productionised instances and solutions
- Building relationships with teams and clients to effectively understand and translate user stories into the best digital contact centre solutions
- Contributing to efforts in creating digital contact centre designs and costs for inclusion in bid documentation and contribute to client and bid team presentations
- Actively seeking out opportunities to automate, channel shift and transform clients’ contact centre demand
- Maintaining knowledge of client stories, developments in the market and new opportunities to leverage mainstream (and niche) technology in existing ‘design patterns’
- Maintaining project progress and documentation using the appropriate collaboration tools
- Gathering and evaluating user feedback to recommend and execute improvements You will produce clean, efficient code based on specifications, work with developers to design algorithms and flowcharts, integrate software components and third-party programs, troubleshoot, debug and upgrade existing software, gather and evaluate user feedback, recommend and execute improvements and create technical documentation for reference and reporting
What you’ll need
- Proven experience within a Technical developer role with hands on front and backend development experience.
- Technical experience working in Digital IT and/or contact centres with a strong understanding of automation, contact channels and flows, the advisor and team leader workspace, analytics, operational services as well as successful delivery of ChatBots and VoiceBots projects
- Solid understanding of contact centre technologies, including cloud-based contact platforms, such as Amazon Connect, Nice InContact, Genesys etc.
- Technical knowledge and successful delivery of ChatBot and VoiceBot projects as well as automation tooling across contact centre and operational services.
- A good understanding of low code/no code solutions capabilities, machine Learning, AI, database design and development, API design and development
- Experience of taking new solutions from early research/shaping/strategy, through design and implementation and establishing them as effective, BAU capabilities
- Analysis and development of prototyping, developing, testing and implementing digital and automation tooling,
- Experience of Operational Process Mapping within one or more of the following sectors – insurance, claims management, legal services, travel, financial services, IT systems, contact centres
- Strong understanding of ITIL, test strategy, application release cycles, agile and sprint methodologies and code
Additional desirable experience:
- Experience of speech recognition, natural language, etc
- Javascripting, .NET application build and development. CSS3 and HTML 5, UNIX, XML, HTML, - WS02 API Manager, Angular JS/Bootstrap, Web API SQL Server
- Restful APIs Visual Studio, Team Foundation Server, Microsoft SSIS and SSRS. Experience of developing applications using MVC/C#. Knowledge of SQL and RDBMS, Oracle.