Contact Center Cloud Engineer, VP

Barclays; Whippany (NJ); On-site; USD 193,000 - 200,000; Full time

Job summary

Barclays Services LLC seeks a Contact Center Cloud Engineer, VP, in Whippany, NJ, to design and maintain cloud-based contact centre solutions and lead a team of software developers. The role supports IVR enhancements, omnichannel design, and risk-managed call-flow orchestration. Hybrid work arrangement is available.

The position expects senior engineering leadership to mentor staff, drive secure coding, and deliver high-quality software for complex contact-center use cases.

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.
• May telecommute pursuant to company policies. [Hybrid role]

Job description

What will you be doing?

Barclays Services LLC seeks Contact Center Cloud Engineer, VP in Whippany, NJ (multiple positions available):

• 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.
• May telecommute pursuant to company policies. [Hybrid role]

Salary / Rate Minimum/yr: $193,461 per year

Salary / Rate Maximum/yr: $200,000 per year

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of a competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.

Purpose of the role

To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues.

Accountabilities

• 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.

Vice President Expectations

• To 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 elevate 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.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.