Telephony Solutions Engineer at Medical Mutual in Dover, NH

Job Summary:

The IT Global Retail Markets US Technology Architecture team is activity seeking to hire IT Architect. This person is responsible for enterprise-wide architecture of large-scale contact centers, voice deployments, and IVR technologies that will drive superior customer and agent experiences through omni-channel contact center platforms. Responsible for establishing technology strategy and roadmaps as well as product recommendations that enable business flexibility at the enterprise level. Drives change that moves our technology and business forward, managing/solving the most complex problems, and providing leadership across engineering and business teams to unlock omni-channel service capabilities.

Liberty Mutual is constantly innovating and creating industry-leading solutions that provide peace of mind for our customers worldwide. As an experienced architect at Liberty Mutual, you'll help reshape voice technologies, consult on highly complex projects and solve technical problems, while working in an agile environment - and the full backing and comprehensive benefits of a Fortune 100 company.

In this role, you would:

• Shape the future of Contact Center/Service Center offerings in telephony and non-voice channels, such as SMS and chat, through flexible, modern cloud-based architectures
• Develop technical vision and strategy along with peer SEs, and aligned Architects
• Partner with the Product Owner(s) and Engineering Managers to develop and continually refine a roadmap that drives technology modernization alongside business capability delivery
• Collaborate with development teams and architects experienced in existing on-premise solution, a solid roadmap towards the future, and a passion to learn and drive the adoption of newer technologies to ensure solution alignment with technical architecture, business plans and long-term strategy.
• Mentor Engineers on our team
• Collaborate with all levels of the organization
• Understand and support business operations, objectives and strategies
• Drive change, and adapt to change quickly, using your strong communication skills and be recognized as a thought leader within the company

Job Specifications:

Reference: 2021-35138

Category: Technology

Primary Location: Dover, NH

Additional Locations: Seattle, WA;

Schedule: Full-Time

Salary: USD $128,200.00/Yr.-USD $177,600.00/Yr.

Education Level:

Travel: As Needed

Qualifications

What You've Got:

• A Bachelor's or Master's degree in a technical or business discipline, or equivalent experience
• 10+ years of related software engineering experience
• Experience with voice communication systems and contact center technologies
• In-depth experience with state-of-the art voice and contact center engineering technical approaches in design, build, testing, debugging problems
• Familiarity with the topology used in enterprise telephony systems that include components such as SBCs, IVRs, and CTI integrations, and protocols including SIP, and WebRTC
• Experience with cloud-based contact center as a service technology such as Twilio Flex, Amazon Connect, Amazon Lex, and Genesys Cloud and familiarity of on-prem enterprise solutions such as Avaya and NICE.
• Experience with the design and development of end-to-end contact center solutions that optimize
• The caller experience within the IVR and chatbots
• Operational efficiency through attribute and skill-based call routing
• The agent experience through softphone integration
• Strong leadership skills; coaching and mentoring skills. Exceptional communication, presentation and interpersonal skills - including negotiation, facilitation, and consensus building skills; ability to influence and persuade, without direct control
• High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds
• Stays current with new and evolving technologies, within areas of expertise, via formal training and self-directed education
• Strong familiarity with AWS, Java, Python, JavaScript (NodeJS, Angular, React),SpringBoot, Docker,Jenkins,Microservices, GIT
• In-depth understanding of layered solutions and designs; in-depth understanding of shared software concepts and product features, as well as security minded.
• Experience working with Agile methodologies (Scrum, Kanban, XP, SAFe) and cross-functional teams (Product Owners, Scrum Masters, Engineers, Designers, Business Analysts)
• Experience with CI/CD practices & Dev Ops principles
• Ability to balance the long-term "big picture" and short-term implications of decisions
• Excellent problem-solving and analytical skills

Featured Benefits

Here's some of what you can look forward to as one of our employees.

Competitive CompensationOur compensation programs are designed to deliver above-market pay if you perform well, and significantly above that for exceptional performance over time. Virtually every employee is eligible for some type of variable incentive pay in addition to his or her base pay.

Flexible Work ArrangementsWe understand the role work-life balance plays in your ability to stay energized and engaged. So we place an emphasis on regular hours, flex scheduling, and generous time off through paid holidays, vacation days, and more.

Top-Notch Retirement PlansOur pension plan provides a monthly credit equal to 5% of your eligible compensation. You can also participate in our 401(k) plan, which offers a guaranteed match of $0.50 for every $1 you contribute, up to 8% of your eligible pay.

Career DevelopmentFrom regular coaching planning, to paid training, licensing, and 100% tuition reimbursement for approved courses, we're dedicated to your continued growth, because we know it leads to continued success.

Health & WellnessYou'll have access to comprehensive health, dental, and vision coverage, as well as a host of other insurance and wellness benefits-including progressive parental benefits and support.

See Full Benefits

Why Liberty Mutual?

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list.

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.