Lead Cloud Contact Center Engineer (Hybrid)

Barclays; Colorado; Hybrid; USD 193,000 - 200,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k)

Life insurance

Paid leave

Job summary

Barclays Services LLC in Whippany, NJ seeks a Vice President – Contact Center Cloud Engineer to design, develop and optimize cloud-based contact center solutions. You will lead engineering efforts, ensure secure, scalable architectures, and align initiatives with business priorities.

The role blends hands-on engineering leadership with strategic direction, mentoring a team of software developers, and collaborating with product and operations to deliver advanced IVR and omnichannel experiences.

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

Barclays Services LLC in Whippany, NJ seeks a Vice President – Contact Center Cloud Engineer to design, develop and optimize cloud-based contact center solutions. You will lead engineering efforts, ensure secure, scalable architectures, and align initiatives with business priorities.

The role blends hands-on engineering leadership with strategic direction, mentoring a team of software developers, and collaborating with product and operations to deliver advanced IVR and omnichannel experiences.