Software Engineer II (SID Telephony)

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.

Key Responsibilities

• Troubleshoot integration issues and provide timely resolutions to ensure minimal disruption to operations. (Database and Linux skills are mandatory)
• Work with customers to discover and gather technical and business requirements, and prepare/deliver presentations to educate them on solution benefits.
• Develop technical roadmaps, including high-level design, integration, and User Acceptance Testing (UAT).
• Demonstrate ability to swiftly adopt new technologies and recommend appropriate ones for real-time business opportunities.
• Collaborate with clients' technical teams to understand their contact center routing platforms and database architectures.
• Assess technical environments, identify integration points, and anticipate challenges.
• Design and implement integration solutions to seamlessly integrate Afiniti products with clients' contact center solutions (including UAT).
• Develop and execute deployment plans - and Provide technical guidance and support to clients during integration and deployment and to the internal Production monitoring team.
• Document integration and deployment processes, configurations, and best practices for future reference.
  
  

Minimum Qualifications

• Education: BS/MS degree in Computers/IT/ Management Information Systems/Electronics/Telecom.
• 2 to 3 years of experience.
• Proficiency in relational databases, with a strong understanding of database architectures and SQL.
• Strong programming skills, particularly in C++, Java, and JSON.
  
  

Preferred Qualifications

• Strong analytical and problem-solving skills.
• Prior experience in contact center technology of Cisco UCCE is a plus.
• Integration and Deployment Engineer should be well verse with the Contact Center Solutions including Cisco UCCE and other routing platforms.
• Understanding of contact center workflows, including IVR and reporting solutions and their troubleshooting skills via logs.
• Ability to understand, modify call routing scripts to cater required needs for integration.
• Familiarity with cloud computing platforms, particularly AWS, and related services.
• Experience with APIs and familiarity with technologies such as GraphQL.
• In-depth knowledge of Linux operating systems and experience with shell scripting.
• Experience in integrating and deploying software solutions in complex technical environments.
• Proficiency in using Excel for data analysis and reporting.
• Excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with clients and internal teams.
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.
  
  

Location work statement:

This is on-site position- based on work you may have to work completely on-site.