Contact Center Quality Manager jobs in Dayton, OH

Are you a strategic thinker skilled at solving complex challenges? Are you looked at as an expert in your field? Are you confident in your ability to advise and recommend solutions to leaders?

If this sounds like you, we've got the perfect job!

We are looking for candidates who like analyzing, thinking through, and solving complex challenges. You will be trusted to share your insights and recommendations with clients to inform their organizational, strategic, and programmatic initiatives. You will be surrounded by a team of other Rock Stars!

Why you should work with us.

First and foremost, we care deeply about every member of our JJR family and as a company, we are inspired by something greater than ourselves. Second you will play a vital role in building lasting partnerships with clients to advance their performance and create high-impact, meaningful value. Finally, culture is kind of our thing; we are committed to the well-being of each employee.

Need proof? It's in the pudding. Here are what people are saying!

• "JJR is one of the best companies I have worked with (for) in the past 20 years." - Anonymous employee feedback from internal engagement surveys
• "I feel JJR does a very good job of hiring people who will work well in the group dynamic - people who share the same work ethic and values, which makes for working together to be much easier and more enjoyable." - Anonymous employee feedback from internal engagement surveys

We value feedback, but we think you should come see for yourself!

You in? Here are the details.

Title: Cloud Contact Center Application Developer

Location: Remote

Classification: Salary, Exempt

Travel: Less than 10%

Security Requirement: Must provide favorable background check and National Agency Check with Inquiries (NACI)

Position Overview:

As a Cloud Contact Center Application Developer at JJR Solutions you will play a key role in designing, developing, and implementing cloud-based contact center solutions using Genesys Cloud platform for federal government clients. You will collaborate with cross-functional teams to understand business requirements, architect scalable and reliable solutions, and deliver high-quality software that meets our customers' needs and expectations.

Duties:

• Design, develop, and implement cloud contact center applications and integrations using Genesys Cloud platform and associated technologies.
• Collaborate with business stakeholders, product managers, and architects to understand requirements and translate them into technical solutions.
• Develop custom configurations, workflows, and integrations within Genesys Cloud platform to meet specific business needs and enhance system functionality.
• Build and maintain scalable, reliable, and secure cloud-based applications that deliver exceptional customer experiences and drive business value.
• Conduct code reviews, perform unit testing, and ensure adherence to coding standards and best practices to deliver high-quality software solutions.
• Troubleshoot and resolve technical issues, perform root cause analysis, and implement corrective actions to ensure system stability and performance.
• Work closely with DevOps/ITOPS teams to ensure smooth deployment of applications in multiple cloud environments.
• Stay updated on industry trends, emerging technologies, and best practices in cloud contact center space, and actively contribute to continuous improvement initiatives.
• Additional duties as assigned.

Required Education, Experience, & Skills:

• Bachelor's degree in Computer Science, Information Technology, or related field. or equivalent experience.
• Minimum 5 years of experience working as a software developer, with a focus on cloud-based contact center applications.
• Genesys cloud certified with a minimum of two years of experience on Genesys.
• Proven experience designing, developing, and implementing solutions using Genesys Cloud platform is required.
• Strong proficiency in programming languages such as Java, JavaScript, or C#, with experience in cloud technologies such as AWS, Azure, or Google Cloud Platform.
• Experience with cloud-native architectures, microservices, APIs, and integration patterns.
• Familiarity with Agile methodologies and DevOps practices, including CI/CD pipelines, automated testing, and deployment automation. Experience with SAFe Agile helpful.
• Excellent problem-solving and analytical skills with a keen attention to detail and ability to troubleshoot complex technical issues.
• Strong communication and collaboration skills with the ability to work effectively in a cross-functional team environment.
  

TOTAL COMPENSATION PACKAGE

Salary: In accordance with various state and federal pay transparency regulations, as well as best industry practices, our job descriptions include the salary range we reasonably expect to pay those joining our team, contingent upon little to no training being required. A final salary is subject to a number of factors, including but not limited to the following: years of experience, education, certification(s), training, specialized skills, responsibilities, etc.

The range of pay for this position is $100,000-$125,000.

Core Benefits: Medical, Dental, Vision, 401K, Monthly $200 HSA Match, Complimentary $50k Basic Life and AD&D (eligible employees), STD, Complimentary LTD, AFLAC Coverage, etc.

PTO, Flexible Schedule, and Holidays: Employees receive a robust amount of PTO along with flexible/hybrid working schedules and additional support for new parents. JJR also observes a total of 11 paid federal holidays annually, including: New Year's Day, President's Day, 4th of July, Veteran's Day, Christmas, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Labor Day, Thanksgiving, and Columbus Day.

Professional Development Continued Education Support: We believe employees at all levels benefit from continued growth and learning. As such, JJR is committed to paying the entirety of the cost for job-related certifications and/or training programs as well as contributing towards job-related higher-level education.

Remote Policy

Regarding remote positions, JJR Solutions is only able to offer virtual employment in the following states: Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Montana, Nevada, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, and Washington D.C.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Disclaimer

This description in no way implies that the duties listed here are the only ones the employee can be required to perform. The employee is expected to perform other tasks as dictated by their supervisor or JJR leadership.