Asurion Senior Principal Engineer in Nashville, Tennessee

Job Title:

Senior Principal Engineer (Next Gen Contact Center Solutions)

General Description and Scope of Role

The Contact Center Senior Principal Engineer will define and deliver solutions for the leading edge innovations that will be required to help Asurion become a state of the art contact center. They will provide leadership and direction on all phases of the solution from concept definition to development/delivery. They will research possible solutions and drive change within the organization. This role will work closely with others within the team and across other business and technology departments. The position will be a combination of leading a small team, providing oversight to other teams delivering strategic solutions and an individual contributor dimension to research, define and develop solutions in a hands on manner.

Summary of Responsibilities

The Senior Principal Engineer will provide technical leadership in defining concepts, architecture solutions and technical delivery of solutions in the contact center. The deliverables will be conceptual presentations, architecture definition and code for both POC’s and working solutions.

Essential Job Functions

  • Maintains a strong level of understanding of the Asurion markets and industry trends.

  • Maintains a working knowledge of Asurion's applications and system integration and is able to understand changes in order to anticipate cross-system or cross-process impacts.

  • Develops and maintains positive working relationships with Clients and other Asurion departments by representing the department as a respected ambassador.

  • Assists with the training and mentoring of the team members.

  • Exhibits drive and initiative to learn whatever is necessary to explore new solutions.

  • Technical

  • Develops architecture documentation that clearly communicates a solution or concept

  • Follows established coding standards and techniques, assists with establishing standards

  • Demonstrates mastery of content center technology

  • Interested in enhancing skills and learning new technologies

  • Ability to work independently and as part of a team

  • Demonstrates self-motivation

  • Shows a strong attention to development detail, produces high-quality deliverables

Experience and Educational Requirements

  • Bachelor’s degree in Business, Computer Sciences or related field (an equivalent combination of related education, training, and experience may be considered)

  • 10-12 years technology experience

  • 6 - 8 years experience in a delivering enterprise contact center solutions

6 years experience in one or more of the following areas (or combination thereof):

  • Telecommunications industry

  • Insurance / claims industry

  • Relevant IT Discipline

  • Proficient understanding of SDLC processes desired

  • Skill in diagnosing and solving complex problems and providing detailed technical analysis

  • Superior oral and written communication skills. Ability to exhibit a commanding presence when necessary.

  • Superior computer skills including common business applications such as MS Windows and MS Office including Excel, Word and Access.

Technical:

  • Ability to function as a technical leader

  • Expert level knowledge in Contact Center solutions including:

  • IVR

  • CTI

  • WFO solutions

  • Strong technical foundation in the following:

  • Java

  • C#, .NET

  • Database/SQL

Specific knowledge/experience in most of the following:

  • Application Architecture

  • Software Development

  • VOIP/WebRTC solutions

  • Microsoft .NET / IIS environment

  • .NET, C#, HTML, XML, Web Services, SQL, & SQL Server 2000

  • Strong OOD / OOP knowledge

  • Ability to recognize and implement common design patterns

  • Ability to design and implement appropriate infrastructures to support cross platform and cross database environments, provide scalability and two-node implementation

  • Ability to quickly and accurately perform troubleshooting and repair of existing applications

  • Ability to handle multiple assignments

  • Proven ability to carry a feature from start to finish; including prototypes, design specifications, constructive coding, unit testing, and bug fixing

Job: *IT

Organization: *Tech Products

Title: Senior Principal Engineer

Location: TN-Nashville - Ragland

Requisition ID: TEC01370