Contact Center Technology Specialist

Job Description :

As a contributing member on one of our agile development teams, you will have both the accountability and freedom to build systems that are taking TransUnion to the next level. Success in this role requires a blend of skills in the following technology areas : Experience leading technical projects that are customer-facing within Contact Center Technologies.

• Bachelor’s degree in computer science with 8+ years of experience
• Strong programming skills in languages such as JavaScript, Python, and Node.Js.
• Proficiency with Salesforce Service Cloud, Sales Cloud, or Marketing Cloud.
• Hands on Salesforce Lightning component LWC, apex programing language, Visualforce page, SOQL & SOSL, Unite Testing, API integration salesforce flows using advance techniques, secure enterprise integration experience & best practice.
• Experience in Amazon Connect CTI Adapter for Salesforce, and building the WebRTC browser-based Contact Control Panel (CCP) within Salesforce.
• Experience in developing and implementing solutions using Amazon Connect.
• Overall AWS development / service experience including Lambda functions, S3, DynamoDB, Lambda, API Gateway, Kinesis, Kendra, etc.
• Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging.
• Experience with AWS CLI and AWS SDK, writing Infrastructure as code using AWS Terraform, and CloudFormation.
• Experience in writing IAM Roles using AWS security best practices.
• Has experience in leading a development team and mentoring junior developers.
• Excellent problem-solving and troubleshooting abilities with a keen attention to detail.
• Effective communication skills, both written and verbal, to collaborate with clients and internal teams. Ability to translate customer business requirements into technical action and work with a development team to implement those requirements.
• Ability to work independently and with a group of engineers.
• Document systems, scripts, and applications, configuration and maintain and update documentation as required.