Senior Call Center Software Engineer
Location:
Columbus , Ohio
Posted:
October 24, 2017
Reference:
1809983365
#informationtechnology

#diversity

Nationwide is hiring a Senior Call Center Software Engineer to support the growth and maturity of Call Center related technologies, we're staffing a Senior Call Center Software Engineer for Nationwide's Software Development Services (SDS) organization. Positioned at the most senior level in the Application Development profession in Nationwide, ideal candidates will have demonstrated strong problem solving and communication skills, be self-driven and innovative. Leaders in this profession are frequently asked to present to Nationwide Senior Leadership.

This role is responsible for setting standards for code development, solving/debugging critical issues, acting as a mentor and lead across development teams and bringing consistency in development of quality code. In addition, candidates will be in tune with industry trends and be tasked with driving maturity and innovation forward for Nationwide in Call Center related technologies.

Sought out candidates are expected to be capable of hands-on development and will have demonstrated these abilities by being current and active contributors to codebases and production systems which leverage the following concerns:

+ IVR

+ Avaya, Genesys or CISCO Contact Center Architecture

+ Deep knowledge of Genesys Platform

+ Digital, Ominchannel Customer Experiences

+ Web Application Architecture and Security

+ Exposure to Click to Chat, Click to Call, Click to Call-back patterns

+ Call Routing

+ Multimedia Routing

+ Reporting

ComputerWorld named Nationwide one of the best IT places to work in 2016. Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the U.S. and is rated A+ by both A.M. Best and Standard & Poor's. The company provides a full range of insurance and financial services, including auto, commercial, homeowners and life insurance; public and private sector retirement plans, annuities and mutual funds; banking and mortgages; specialty health; pet, motorcycle, boat and farm insurance. Visit nationwide.com to apply online for job number 48551.

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JOB SUMMARY: Contributes strategic vision to the business unit and integrates a broad range of ideas regarding IT application development. Recognized across the organization for IT application development expertise and sought as a resource for resolution of unique or complex IT application development problems. Undertakes the most complex IT application development projects involving multiple disciplines and may impact multiple business units.REPORTING RELATIONSHIPS: Reports to Director/Officer; may have 0-3 direct reports based on organizational structure; may manage/lead virtual teams.JOB DUTIES AND RESPONSIBILITIES:1. Provides direction and insight to the development and implementation of cost-effective information technology solutions by creating new and modifying existing software applications that are the most complex in nature. Serves as the subject matter expert in application development and undertakes the most complex projects requiring additional specialized technical knowledge.2. Serves as the top level expert in the analysis and validation of the most complex system requirements and existing business processes and information systems to ensure desirability, practicality, and resource availability and capability. Top level expert in the design, development and implementation of new programs and/or modification of existing applications. Responsible for the most technically complex designs, prototypes and other methodologies for new and/or existing systems including the design, development and implementation of test plans and strategies as well as program specifications with various interfaces.3. Top level technical expert who designs and reviews, codes, tests, debugs, documents and implements the most complex software applications according to standards.4. Serves as the top level expert in the definition and development of specifications and programming for the most complex technical modules, applications, prototypes and computer programs.5. Serves as the top level technical expert in all aspects of applications programming and development for multiple, large-scale projects.6. Evaluates and provides top level technical consulting regarding solutions and strategies to the most complex application development problems. Sought as the top resource for resolution of the most advanced and complex application development problems and issues.7. Reviews and determines the most complex user requirements, leads the most complex application design, plans projects, establishes priorities and monitors progress. Evaluates project status and resource utilization and recommends changes to improve the team's effectiveness.8. Acts as the highest level technical programming consultant for large-scale projects that include multiple product lines and various interfaces. Serves as the top level technical programming expert for the most complex applications development projects involving multiple disciplines and impacting multiple business units.9. Acts as a source of direction, training, and guidance for less experienced staff.10. Performs all other duties as assigned.JOB REQUIREMENTS:Education: Undergraduate studies in computer science, management information systems, mathematics or related field is strongly preferred.Knowledge Must have proven knowledge in computer programming language. Must have a thorough understanding in systems and data processing policies, practices and procedures. Must have a thorough understanding in systems analysis and design techniques. Must have expert knowledge of the systems development life cycle. Demonstrated knowledge of project management concepts and techniques is required.Certification/ Designation: NoneExperience: Eight years of experience in programming and systems analysis. Three years of experience in project management is preferred.Skills: Must have the ability to analyze the most complex applications and systems. Must be able to program the most complex systems requiring minimal interfaces. Must possess strong problem-solving skills to determine the programming effects on existing systems. Must have strong decision-making skills for problem identification and solution recommendation. Must have strong project management skills. Must have written and verbal communication skills to prepare and communicate programming plans and procedures as well as to interact with all levels within the company.JOB CONDITIONS:Overtime Eligibility: Not Eligible (exempt)Working Conditions: Normal office environment; Non standard and/or extended hours based on work load and project needs.ADA: The above statements cover what are generally believed to the principal and essential functions of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.Job Evaluation Activity: August 2007Job Family/Function: MIS/TAP

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