How will you make an impact

- Proven experience in managing ACD
- Expertise in designing call routing flows for both inbound and outbound
- Strong understanding of UC and CC environments and routing mechanisms in a call contact center
- Proficiency in VOIP systems and related protocols such as SIP, H323, H248, RTP, and SS7-ISUP.
- Solid understanding of network protocols, especially TCP/IP and WEBSOCKET, with a focus on failover and redundancy strategies.
- Bachelor s degree in computer science or a related field from a reputed institute.
- Proven experience in Java programming, with a deep understanding of data structures, threading, object-oriented programming (OOP), design patterns, functional programming, and memory optimization.
- Strong expertise in developing web applications and web services using Java, Spring, and Spring Boot frameworks.
- Good hands-on experience with microservice architecture and RESTful API development.
- Experience with message brokers like Kafka and API Gateway/reverse proxy systems (good to have).
- Proficient in working with relational and NoSQL databases such as Postgres, Redis, and Amazon Aurora.
- Good understanding of cloud infrastructure, particularly with Amazon Web Services (AWS).
- Hands-on experience developing and maintaining infrastructure as code using Terraform and best practices.
- Experience working with Continuous Integration and Delivery (CI/CD) pipelines using tools like Jenkins, Docker, Kubernetes, Artifactory, and CloudFormation (Terraform experience is a plus).
- Comfortable working in an Agile environment, utilizing tools like JIRA for work item management.
- Proficiency in version control systems like Git and TFS.
- Solid analytical skills and a problem-solving mindset.
- Excellent communication and collaboration abilities, able to work effectively in a team setting.
- Familiarity with Microsoft .NET and C# (good to have).

Have you got what it takes

- Manage and optimize the ACD (Automatic Call Distribution)



system or pertinent integration solutions to ensure efficient distribution of incoming calls.
- Design, implement, and monitor call routing flows for both inbound and outbound calls.
- Collaborate with the IT and communications teams to ensure seamless UC (Unified Communications) and CC (Contact Center) operations.
- Oversee the implementation and management of VOIP systems, with proficiency in protocols including SIP, H323, H248, RTP, and SS7-ISUP.
- Ensure network security and efficiency through expertise in TCP/IP and WEBSOCKET protocols.
- Develop and maintain documentation for failover procedures, ensuring staff training and periodic testing of failover scenarios.
- Develop, enhance, and maintain contact center applications with an emphasis on routing functionality.
- Design, implement, and optimize routing algorithms to ensure productive and effective call flows.
- Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
- Perform system analysis, troubleshooting, and debugging to identify and resolve routing-related issues.
- Conduct regular performance monitoring and optimization of routing strategies to ensure optimal customer experiences.
- Maintain documentation, including technical specifications, system designs, and user manuals.
- Stay up-to-date with industry trends and emerging technologies in contact center routing and Java development, and apply them to enhance our systems.
- Participate in code reviews and provide constructive feedback to ensure high-quality code standards.
- Deliver high quality, sustainable, maintainable code
- Participate in reviewing design and code (pull requests) for other team members - again with a secure code focus
- Work as a member of an agile team responsible for product development and delivery
- Adhere to agile development principles while following and improving all aspects of the scrum process
- Follow established department procedures, policies, and processes.
- Adheres to the company Code of Ethics and CxOne policies and procedures.
- Excellent English and experience in working in international teams are required.

📌 Senior Specialist Software Engineer (Pune)
🏢 inContact
📍 Pune