Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions

At arenaflex, we're revolutionizing the way businesses interact with their customers through innovative chat platforms and contact center solutions. As a seasoned IT Tech Lead, you'll play a pivotal role in shaping the future of customer service by designing and implementing cutting-edge solutions that drive business growth and customer satisfaction.

About arenaflex

arenaflex is a leading provider of cutting-edge technology solutions that empower businesses to thrive in a rapidly changing world. With a strong focus on innovation and customer-centricity, we're committed to delivering exceptional experiences that exceed our customers' expectations. Our team of experts is passionate about harnessing the power of technology to drive business success and make a meaningful impact on people's lives.

Job Summary

We're seeking an experienced Full Stack IT Tech Lead to join our team and lead the development of chat platforms and contact center solutions that drive business growth and customer satisfaction. As a key member of our IT team, you'll be responsible for translating business requirements into full-stack solutions that meet the needs of our customers. You'll work closely with cross-functional teams to design and implement innovative solutions that leverage the latest technologies, including Contact Center systems, IVR, Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance.

Responsibilities

* Translate business requirements into full-stack solutions using Contact Center systems, including IVR, Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance, to expand and enhance arenaflex's customer service capabilities.

• Develop and deliver IVR solutions, combined with market insights, to establish differentiated value propositions that solve customer pain points and improve caller experience by designing the best Chat/Chatbot intents.
• Troubleshoot on the production platform to resolve Chat and Chatbot-related issues by identifying sources of issue and deploying and/or coordinating resources to fix to ensure smooth operation.
• Complete Root Cause Analysis within Enterprise Contact Center technology and architecture and recommend solutions to enhance service, including implementation of conversational-based technologies like CCAI and Watson.
• Conduct periodic demonstrations for review of existing Chat, Chat to Salesforce/ServiceNow integrations, Chatbot implementations, and create proof of concepts and/or proposals for new infrastructure solutions and enhancements.
• Identify areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications as business experiences exponential growth.

Requirements

* Master's degree or foreign equivalent in Computer Science, Computer Engineering, or related field, plus two (2) years of post-baccalaureate experience as an IT Tech Leader or a related position.

• Experience must include contact center systems, business analysis, Chatbox/Voicebot design, application performance measurement and reporting, databases, and Agile application development.
• Strong technical skills, including proficiency in programming languages such as Java, Python, and C++.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Experience with Agile development methodologies and version control systems such as Git.
• Familiarity with cloud-based technologies and infrastructure, including AWS and Azure.

Preferred Qualifications

* Experience with contact center technologies, including IVR, Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance.

• Familiarity with conversational-based technologies like CCAI and Watson.
• Experience with chatbot design and development, including integration with Salesforce and ServiceNow.
• Strong knowledge of database management systems, including MySQL and Oracle.
• Experience with application performance measurement and reporting, including tools such as New Relic and Splunk.
• Familiarity with cloud-based infrastructure, including AWS and Azure.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work with a leading provider of cutting-edge technology solutions.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technologies and tools.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and experienced IT professional looking for a new challenge, please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Contact Information

Email: [insert email address] Phone: [insert phone number]

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job