This role is critical for accelerating end-end life insurance processing and the company's industry leading position by bringing incremental sales and servicing related software changes to market. The ideal candidate is a veteran, industry-proven, hands-on software engineer specializing in contact center development and overall system support. 

What you will do:

• Individual contributor collaborating with a team of 5-10 engineers performing rapid agile software development to advance digital sales and servicing capabilities for the company.
• Contributes to delivery required to run all current legacy contact center system software engineering, change management and support.
• Contributes to the technology replacement plan leading peer junior engineers to do the same when possible including: automatic contact distribution (ACD) advancement for multi-channel routing of calls in addition to email, chat and workflow tasks for staffing workforce management across the entire sales and servicing operation; automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution); telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems); integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation; computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery.
• Contributes to the development and support of the current OnBase document management and workflow system. Contributes to the execution of a plan for workflow migration to the new contact center platform and supports the appropriate technical pathway and support model for the remaining document management system.
• The individual in this role grows the ADSD agile and analytical mindset and perpetuates the ADSD "can-do" spirit with existing employees and contractors.
• Proactively aligns the organizational design with the changing technical landscape while selectively recruiting and hiring like-minded new engineers.
• Individually manages product and sprint backlogs as needed to deliver software change.
• Performs and owns 100% of end-end hands-on contact center system software development and support.
• Responsible for estimating new work and supplying employee and external contractors to meet demand for contact center software change. Satisfies all new work demand within funding based on those work estimates.
• Leads teams using all people, process and technology advantages across the company.
• Individually adheres to all designs, policies, procedures and standards for data security and regulatory compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications:

• Bachelor's Degree IS, less than a bachelor's degree may be acceptable if accompanied by other technical training, relevant certifications, or extensive experience in positions that demonstrate required abilities and performance. - Preferred
• Typically requires at least 5 years of agile contact center software engineering change management experience with at least 3 years in a leadership setting with executive level reporting experience - Required
• Typically requires 3 years of large-scale contact center system engineering experience. - Required
• Typically requires 3 years managing a team of contact center software engineers utilizing agile delivery frameworks including Scrum, LeSS, Lean, XP, Kanban, FDD, BDD, API and UI test automation for quality control and supporting tools (Cucumber, JIRA). - Preferred
• Must have the ability to simplify large-scale contact center system change related needs to minimize total cost of ownership (ensuing overhead).
• Must have an agile mindset and insatiable passion for contact center innovation, agile delivery methods and continuous integration.
• Must be an autonomous team player able to lead effectively while solidifying working relationships at all levels of the organization.
• Proficient in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9 or other leading contact center system or component
• Proficient in Programming Languages: JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or .NET, C# / C++
• Familiarity with Document Management & Workflow Systems: OnBase or equivalent system
• Familiarity with Docker, GIT, Maven, Jenkins, JIRA
• Cloud exposure (Azure preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Routine and/or extended after hours work needed
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Travel Requirements:

• Quarterly on-site travel to work in offices located in White Plains, NY (Gerber Life HQ), Fremont MI (Gerber Life Operations) and / or Cincinnati, OH (Western and Southern Financial Group HQ).