Application Developer-Contact Center

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As an Application Developer - Contact Center, you will design, develop, and enhance contact center applications that empower organizations to deliver responsive, personalized, and efficient customer service across multiple communication channels. You will work closely with solution architects, business analysts, and operations teams to implement features that improve agent productivity, automate workflows, and ensure high availability and performance of contact center applications. Your primary responsibilities will include: * Develop Custom IVR Flows: Create customized interactive voice response flows to support voice interactions within modern contact center environments, ensuring seamless agent and customer experiences. * Integrate CRM Systems: Integrate customer relationship management systems to enable personalized customer service and support multiple communication channels, including voice, chat, email, SMS, and social media. * Build Agent Desktop Components: Design and develop software components that support agent productivity and workflow automation, ensuring high availability and performance of contact center applications. * Enable Real-Time Analytics: Implement real-time analytics and reporting capabilities to support data-driven decision-making and optimize contact center operations. * Ensure Compliance and Security: Ensure compliance with data privacy and security standards while optimizing for scalability and maintainability.

Required education
Bachelor's Degree

Preferred education
Master's Degree

Required technical and professional expertise

* Programming Skills: Experience with strong programming skills to design, develop, and enhance contact center applications. * Contact Center Platforms: Exposure to contact center platforms, including integration of systems for seamless agent and customer experiences. * System Integration: Experience with integrating systems, including CRM systems, to support multiple communication channels. * Software Development: Experience with building and customizing software components that support voice, chat, email, SMS, and social media interactions. * Data Privacy and Security: Experience with ensuring compliance with data privacy and security standards while optimizing for scalability and maintainability.

Preferred technical and professional experience

* Contact Center Technologies: Exposure to emerging contact center technologies, including cloud-based platforms and artificial intelligence-powered solutions, to stay up-to-date with industry trends and advancements. * Agile Development Methodologies: Experience with agile development methodologies, such as Scrum or Kanban, to facilitate iterative and incremental software development in a fast-paced environment. * Real-Time Analytics Tools: Familiarity with real-time analytics tools and technologies, such as data visualization software, to support data-driven decision-making and optimize contact center operations.

Years of Experience:
3-5