- Center Valley, Pennsylvania, United States +2 more
- On-site
- Full-time · Principal
- 7+ years
Hands‑on engineering role focused on designing, building, deploying, and improving automation, integrations, software, and AI‑enabled solutions that reduce avoidable support demand and employee effort.
Locations (3)
- Center Valley, Pennsylvania, United States
- Las Vegas, Nevada, United States
- Toronto, Canada
Responsibilities
- Partner with the VP and Support subject‑matter experts to translate prioritized contact reduction opportunities into clear technical requirements and solution options.
- Validate feasibility using contact data, workflow observations, system behavior, and operational metrics; challenge assumptions when opportunities differ in practice from initial expectations.
- Determine the simplest and most reliable intervention across software, integrations, workflow automation, self‑service, and AI, including recommending alternatives when automation is not the appropriate solution.
- Provide architecture, effort, dependency, risk, and build‑versus‑buy recommendations to inform portfolio prioritization and investment decisions.
- Personally design, code, test, deploy, and support production‑grade automations, services, integrations, workflows, internal tools, and AI‑enabled applications.
Requirements
- Nice to have: NICE CXone
- Nice to have: Cognigy
- Nice to have: Genesys
- Nice to have: Five9
- Nice to have: Salesforce