Previous Job
Contact Center Development Lead/Manager
Ref No.: 18-01580
Location: Hartford, Connecticut
Position Type:Right to Hire
Experience Level: 10 Years
Start Date / End Date: 09/17/2018 to 03/15/2019
Contact Center Development Lead/Manager

  • Responsible for direct technical contributions and day-to-day management of an engineering team.
  • Responsible for identifying solutions to challenging engineering problems.
  • Actively participates in the execution and delivery of team products and services.
  • Investigates issues and applies solid problem-solving skills.
  • Responsible for communicating status, direction, and results of assigned work.
  • Provides human resources management, including coaching, performance management,
  • team development and growth, and workforce planning.
  • Other duties as assigned.

  • 10+ years of software development experience
  • 5+ years of experience developing and supporting .NET applications
  • 3+ years of experience developing Contact Center solutions
  • Working knowledge and experience of Genesys Solutions
  • Working knowledge of peripheral components and how they interact with Genesys
  • Excellent knowledge developing Contact Center Applications (IVR, CTI, DIaler, etc)
  • Experience developing both SOAP and REST-based web services
  • Extensive experience building and leveraging reusable services, patterns and frameworks
  • Experience in formal software engineering methodologies, including test-driven development and agile development (scrum/sprints)
  • Proven ability to quickly master business domains of enterprise applications
  • Ability to work cooperatively in a group environment to achieve common goals
  • Strong communication skills (written, reading comprehension, listening, verbal)
  • Working knowledge of Genesys Administration
  • Excellent analytical skills. Must have the ability to understand problems, identify root cause and derive potential solutions.
  • Ability to apply technical/end-user knowledge to a range of situations
  • Excellent verbal and written communication skills. Experience with process documentation as well as strong customer service skills.
  • This role will be responsible for managing a team of FTE and off shore resources. g. The role will interface within the team and other Business Solutions teams. Business client relationships at all levels, including relationships with third party suppliers.
  • Demonstrate technical expertise for relevant engineering discipline/s.
  • Has solid working knowledge of capabilities and direction of various technologies. Understand market and industry trends within related technical domains.
  • Possesses strong analytical skills in order to effectively influence recommendations and decision-making, assess impacts, compare solutions, problem solve, and achieve business and/or technical objectives.
  • Developing understanding of how assigned technologies fit within broader technical environment.

Communication skills: Strong written and oral communication.
  • Developing presentation skills to support decision-making.
  • Business knowledge and partnership: Developing an understanding and awareness of business and financial acumen. Able to actively engage with customers and business partners to solve problems and ensures products and services are utilized effectively and efficiently.
  • Team orientation: Collaborative leadership style. Able to maintain effective partnerships across the organization and is able to influence Senior Management, peers and subordinates through an inclusive style and recognition of their abilities and knowledge. Able to balance team and individual responsibilities. Able to exhibit objectivity and openness to other views.Gives and welcomes feedback.
  • Planning and project management: Demonstrates ability to identify critical project tasks and establish clear priorities while keeping the bigger picture in mind. Proposes action plans that are timely, realistic and positive. Sets appropriate goals for the area and monitors progress against the plan. Delegates to maximize organizational effectiveness. Able to manage time and competing priorities. Assesses and adjusts technical and/or operational direction as needed

For more information please contact Casey Taylor at 860-674-1636 ext 240.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.