Lead Software Development Engineer - IVR

About Delta Tech Hub: Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers. Responsibilities: Build and design technical specifications for Res Ops IVR Strategy, experience, and delivery. Help organizations understand and implement advanced cloud-based solutions, and how to migrate existing workloads to the cloud. Need to shape and implement a strategy to build knowledge and broad use of AWS and other cloud-based technology. Monitor and support Cloud based deployments of Prophecy IVR & Customer Experience products, and other dependent Cloud computing tools in proprietary data centers as well as in AWS (Amazon Web Services) Cloud. Implementation incorporating the optimization, modernization with innovative technologies. Troubleshooting & problem-solving software installation/administration, networking, architecture, and application issues. Work with business units to understand Customer issues; identify, analyze, and translate business needs into functional specifications. Monitor, analyze, report and present opportunities for operational enhancements, infrastructure optimization, streamlining processes and end-user usability. Minimum Qualifications Bachelors degree in Information Systems, Computer Science or related field 6 or more years of overall relevantexperience in a software developer or equivalent role Expert in Cloud Engineering & Operations (SaaS/PaaS Services) plan, architect, design, deploy, automate, maintenance. Expert knowledge on Interactive Voice Response (IVR)/Omni channel Self-service & Contact Center solutions & applications. Be an expert in AWS Contact Flows, Lex bots, IVR Solution strategies. Strong technical depth, business aptitude, and the ability to lead in-depth technology discussions, articulating the business value of the AWS platform and services.? Experience with implementation incorporating the optimization, modernization with innovative technologies. Experience building and designing technical specifications for Res Ops IVR Strategy, experience, and delivery. Be a SME inCDK (Cloud Development Kit), CloudWatch, DynamoDB, RDS, Step Functions, Lambdas, API Gateways, Typescript and NodeJS. Experience includes CICD process with AWS Code Pipeline and Gitlab. Experience in supporting production systems covering the large-scale Cloud and On-prem Contact Center/IVR deployment. Experience in devising IVR call deflection strategies with Omnichannel experience. Be an Innovative strategist with ability to build IVR deflection strategy, technology expert to build strong pillars to reduce CHT. Interpersonal and communication skills (essential) Preferred Qualifications: AWS certification preferred Experience in leading hybrid teams

Location: Bangalore, IN

Posted Date: 9/2/2024