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Senior Software Engineer

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Square

2021-12-03 13:37:28

Job location Seattle, Washington, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description

This role is part of a bigger Contact Center Engineering Organization, you will be responsible for designing, building, and maintaining Contact Center Applications including full stack web applications that control square customers helpline journeys end to end.

Our contact center supports a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners. This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions. On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square.

You will:

* Write full stack, custom apps and services that enable Customer Success (CS) Advocates to support and educate Square merchants through various channels.
* Integrate with data science models to optimize how support inquiries are handled.
* Improve CS Advocate workflows through data-driven optimization and automation.
* Put smiles on CS Advocates and merchants faces, while driving significant cost savings.
* Combine your technical knowledge with hands on experience to help CS innovate through new products and tools.
* You will also be responsible for the all contact center voice engineering portfolio that includes CCaaS platforms , IVR Applications, Speech Recognition Systems and a wide array of AWS Services : Lambda, Transcribe, Comprehend, Dynamo, IAM.

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