VP, Cloud Contact Center Engineering & AI

Barclays; Whippany (NJ); Hybrid; 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

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.