Application Developer-Contact Center
IBM · Posted Nov 4
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Consulting works with leading companies across industries on their hybrid cloud and AI journeys, supported by IBM technology, strategic partners, and Red Hat. As an Application Developer - Contact Center, you will design, develop, and enhance contact center applications that let organizations deliver customer service across voice, chat, email, SMS, and social media. You will work with solution architects, business analysts, and operations teams on IVR flows, CRM integrations, agent desktop components, and real-time analytics.
What you will do
- Develop Custom IVR Flows: Create customized interactive voice response flows to support voice interactions within modern contact center environments, ensuring seamless agent and customer experiences.
- Integrate CRM Systems: Integrate customer relationship management systems to enable personalized customer service and support multiple communication channels, including voice, chat, email, SMS, and social media.
- Build Agent Desktop Components: Design and develop software components that support agent productivity and workflow automation, ensuring high availability and performance of contact center applications.
- Enable Real-Time Analytics: Implement real-time analytics and reporting capabilities to support data-driven decision-making and optimize contact center operations.
- Ensure Compliance and Security: Ensure compliance with data privacy and security standards while optimizing for scalability and maintainability.
Skills used in this role
What the employer is looking for
- Programming Skills: Experience with strong programming skills to design, develop, and enhance contact center applications.
- Contact Center Platforms: Exposure to contact center platforms, including integration of systems for seamless agent and customer experiences.
- System Integration: Experience with integrating systems, including CRM systems, to support multiple communication channels.
- Software Development: Experience with building and customizing software components that support voice, chat, email, SMS, and social media interactions.
- Data Privacy and Security: Experience with ensuring compliance with data privacy and security standards while optimizing for scalability and maintainability.
- Contact Center Technologies: Exposure to emerging contact center technologies, including cloud-based platforms and artificial intelligence-powered solutions, to stay up-to-date with industry trends and advancements.
- Agile Development Methodologies: Experience with agile development methodologies, such as Scrum or Kanban, to facilitate iterative and incremental software development in a fast-paced environment.
- Real-Time Analytics Tools: Familiarity with real-time analytics tools and technologies, such as data visualization software, to support data-driven decision-making and optimize contact center operations.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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