Application Developer-Contact Center

Overview

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As an Application Developer – Contact Center, you will design, develop, and enhance contact center applications that empower organizations to deliver responsive, personalized, and efficient customer service across multiple communication channels. You will work closely with solution architects, business analysts, and operations teams to implement features that improve agent productivity, automate workflows, and ensure high availability and performance of contact center applications. Your primary responsibilities will include:

• Develop Custom IVR Flows: Design and implement custom IVR flows that support voice interactions within modern contact center environments, ensuring seamless agent and customer experiences.
• Integrate CRM Systems: Integrate CRM systems with contact center applications, enabling real-time access to customer information and improving agent productivity.
• Build Agent Desktop Components: Develop and customize agent desktop components that support multiple communication channels, including voice, chat, email, SMS, and social media.
• Enable Real-Time Analytics: Implement real-time analytics and reporting capabilities, providing insights into contact center performance and customer behavior.
• Ensure Compliance and Scalability: Ensure compliance with data privacy and security standards while optimizing contact center applications for scalability and maintainability.
  
  

Master's Degree

Required Technical And Professional Expertise

• Programming Skills: Experience with strong programming skills to design, develop, and enhance contact center applications that support multiple communication channels.
• Contact Center Platforms: Experience with contact center platforms, including integrating systems for seamless agent and customer experiences.
• System Integration: Experience with integrating CRM systems and other applications to enable real-time access to customer information and improve agent productivity.
• Software Development: Experience with building and customizing software components that support voice, chat, email, SMS, and social media interactions within modern contact center environments.
• Data Privacy and Security: Experience with ensuring compliance with data privacy and security standards while optimizing for scalability and maintainability.
  
  

• Contact Center Technologies: Exposure to cloud-based contact center platforms and technologies, including integration with CRM systems and other applications.
• Advanced Programming Languages: Exposure to advanced programming languages, such as Java or .NET, to design and develop scalable contact center applications.
• Real-Time Analytics Tools: Exposure to real-time analytics tools and technologies, including data visualization and reporting capabilities.