Customer Service Solutions Engineer 1137889

A leading podcast and audiobook company is seeking a Customer Service Solutions Engineer. The successful candidate will partner with a global, cross-functional team to develop, test, launch, and refine solutions to optimize our service experience. The ideal candidate has full-stack development experience (Java, HTML5, CSS3, Javascript, node.js, JSON, SQL/NoSQL). The company offers a great work environment!

Customer Service Solutions Engineer Pay and Benefits

• Worksite: Leading podcast and audiobook company (Newark, NJ 07102)
• W2 Employment, Group Medical, Dental, Vision, Life, PSL
• 40 hours/week, 9 Month Assignment

Customer Service Solutions Engineer Responsibilities:

• Contact Routing: Maintain and modify logic in “call flow” code that determines how customer contacts are routed to customer service representatives. Develop and implement new contact routing strategies for CS initiatives. Leverage a realtime targeting tech stack using internal APIs and low-latency databases. Optimize structure and codebase documentation for existing call flows.
• Smart Conversation Assistant: Maintain a key software application that enables more personalized service interactions. Deploy upgrades to underlying software packages and platforms. Troubleshoot and address issues reported by users. Implement minor adjustments or fixes to the application as needed through its end of life. Support development of technical requirements for integration of functionality into a new platform.
• Account: Administer and configure our team’s account with the necessary IAM roles, users, access policies, and/or services.
• Documentation: Produce and maintain robust documentation of our code base, key design decisions, and the current status of the solution as deployed in production.
• Configure and implement infrastructure technologies that enable various aspects of CS Operations, serving both internal and external customers. Examples of such technologies include Intelligent Contact Routing, Interactive Voice Response (IVR), and a “smart conversation assistant” doing it in a way that ensures compliance with the security and software development standards.

Customer Service Solutions Engineer Qualifications:

• 5+ years of equivalent experience, or
• Degree in Computer Science.
• Full-stack development experience (Java, HTML5, CSS3, Javascript, node.js, JSON, SQL/NoSQL).
• Experience with one or more scripting/interpreted programming languages (Python, Bash or Powershell).
• Experience with web frameworks, Spring Framework, Service Oriented Architecture (SOA), and APIs.
• Experience with AWS compute and data products, including but not limited to Redshift, DynamoDB, S3, EC2, and Lambda applied at scale in a production environment.
• Experience in infrastructure, databases, and networking architecture.
• Experience with just-enough documentation, unit testing, code reviews, test automation, continuous integration & deployment, and agile methods.
• Experience working in an organization focused on Customer Experience or Customer Service is preferred.
• Experience with customer targeting/segmentation platforms is preferred.
• Experience with HTTP/2, and serverless, microservices is preferred.
• AWS Certified Developer and/or Solutions Architect (Associate or Professional level) is preferred.
• Strong interpersonal and communication skills with both technical and non-technical stakeholders.
• Strong problem-solving skills, adaptable, proactive, and willing to take ownership.