Lead, Platform Engineer (The Prudential Insurance Company of America, Newark, NJ): Design, develop, implement, and support reliable and resilient solution that will enrich customer experience leveraging Contact Center Cloud environment. Design, configure, develop, and support conversational IVR’s and Chatbots leveraging Genesys Cloud Architect tool, Amazon Lex and Lambda. Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database). Use agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience. Lead implementation of Inbound and Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting. Support and maintain existing Avaya Telephony and Contact Center solutions and demonstrate complex problem-solving skills.Telecommuting permitted up to 3 days a week.Full time employment, Monday - Friday, 40 hours per week.MINIMUM REQUIREMENTS:Must have a Bachelor’s degree in Computer Science, Engineering, or a related field, and 5 years of progressive, post-baccalaureate related work experience. Of the required experience, must have 5 years of experience in coding/development in Contact Center platform, including: Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording and WFM. Of the required experience, must have 4 years of experience in the following: •Utilizing IVR Applications and Advanced Speech Recognition engines (ASRs); •Hands on development and deployment of conversational bots experience in Genesys, AWS Lex Bots, and Lambda; and •Writing code in common programming languages including: NodeJS and Python. Of the required experience, must have 2 years of experience in the following: •Cloud enablement of Contact Center Solutions, including migrating from On-prem to CCaaS Cloud solution; and •Utilizing CI/CD tools: BitBucket and Jenkins to build AWS Code Pipelines. International travel required up to 5%.Telecommuting permitted up to 3 days a week.To Apply: Apply online at "https://bit.ly/492wtMT". Should you have any difficulty in applying for this position through our website, please contact [email protected] for assistance in the application process.