Lead Contact Center Developer

The Lead Contact Center Developer owns the technical direction of the contact center workstream. The role participates in all aspects of the software development lifecycle - estimating, technical design, implementation, documentation, testing, deployment and support - and pairs hands-on engineering with team leadership. Working alongside solution architects and developers, the Lead Technical Consultant interprets wireframes and creative designs into functional requirements and subsequently into technical design, then builds the IVR, routing and agent-facing applications that carry the client's member and provider contact volume.

Perficient is always looking for the best and brightest talent and we need you. We are a quickly-growing, global digital consulting leader, and we are transforming the world's largest enterprises and biggest brands. You will work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

• Technical Leadership: Lead the technical planning and requirements gathering phases - estimate, develop, test, manage projects, architect and deliver. Serve as the technical lead and mentor, providing leadership in the development and continual improvement of the service.
• Contact Center Delivery: Design and build the contact center solution end to end: IVR call flows, skills-based routing and queueing, agent desktop, and the CTI integrations that connect telephony to CRM and case management.
• Hands-On Development: Develop applications in JavaScript, React, Redux and Node.js, with TypeScript development experience desired. Write the highest-risk components, lead code reviews, and resolve the defects the team cannot.
• Cloud Architecture: Own the cloud footprint behind the contact center - serverless services, data stores, API integration contracts and non-functional requirements - and keep the implementation aligned to it.
• Quality and Support: Define the testing strategy and CI/CD gates, instrument the solution with logging, metrics and alerting, and support the application through production.
• Client Engagement: Run technical discovery and design sessions with client stakeholders, explain and present concepts to technical and non-technical audiences including high level decision makers, and flag technical risk early.
• Team Development: Develop and maintain effective working relationships with team members, and demonstrate the ability to adapt and work with team members of various experience levels.

Required Knowledge & Experience

• Passionate coders with at least 5 years of application development experience, including experience serving as technical lead for a development team
• Demonstrated contact center delivery experience - IVR, routing and agent-facing applications built and taken to production on a modern contact center platform
• Client facing or consulting experience
• Skilled problem solvers with the desire and proven ability to create innovative solutions
• Phenomenal communicators who can explain and present concepts to technical and non-technical audiences alike, including high level decision makers
• Solid foundation in Computer Science, with strong competencies in data structures, algorithms and software design
• Knowledge and experience in developing software using agile methodologies
• Proficient in authoring, editing and presenting technical documents
• Flexible and adaptable attitude, disciplined to manage multiple responsibilities and adjust to varied environments
• Future technology leaders - dynamic individuals energized by fast paced personal and professional growth
• Bachelor's Degree in MIS, Computer Science, Math, Engineering or comparable major, or commensurate experience
• This is a remote position; the candidate must live in the United States

Nice to Have Knowledge & Experience

• Twilio delivery experience on a client engagement
• Healthcare payer experience, or other regulated-industry delivery handling protected health information under HIPAA
• Experience migrating a legacy IVR or ACD platform to a cloud contact center
• Experience mentoring mid-level and junior developers and raising team code quality
• Experience working in a multi-vendor delivery environment
• Familiarity with contact center operations – workforce management, service level targets and reporting

Required Technical Skills

• Interactive Voice Response (IVR) systems - call flow design, prompts, DTMF and speech input, self-service containment
• Contact center routing and queueing - skills-based routing, queue and priority design, overflow handling
• Computer telephony integration (CTI) with CRM and case management systems
• JavaScript (ES6+) and front-end services
• React and Redux
• Node.js
• Cloud architecture on Amazon Web Services
• AWS Lambda and serverless application design
• Amazon DynamoDB
• Amazon CloudWatch - logging, metrics, dashboards and alerting
• RESTful API design, integration and documentation
• Version control and branching strategy (Git)
• Continuous Integration and Continuous Deployment
• Automated testing across unit, integration and end-to-end layers
• Software Development Lifecycle (SDLC) methodology

Nice to Have Technical Skills

• Twilio: Studio, TaskRouter, Flex and Functions
• Twilio Flex agent desktop customization and plugin development
• TypeScript
• Other cloud contact center platforms (Amazon Connect, Genesys Cloud, NICE CXone)
• Conversational AI and natural language understanding (Amazon Lex, Google Dialogflow, or equivalent)
• Contact center and speech analytics
• Additional AWS services (API Gateway, Step Functions, EventBridge, S3, Bedrock)
• Infrastructure as code (Terraform, CloudFormation or AWS CDK)
• Observability tooling beyond CloudWatch (Datadog, Splunk or New Relic)
• SIP, SBC and voice network fundamentals
• AWS certification (Developer Associate or Solutions Architect)

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.​

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.​

Applications will be accepted until the position is filled or the posting is removed.​

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $111,300 to $144,600. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.