Application Developer-Contact Center

Introduction

A career at IBM Consulting is grounded in long-term client partnerships and hands-on collaboration across the globe. You’ll work with leading organizations across industries, assisting them in shaping their hybrid cloud and AI strategies. Backed by strategic partners, advanced IBM technology, and Red Hat, you’ll gain the capabilities needed to drive meaningful transformation and speed up client outcomes. At IBM Consulting, curiosity powers achievement. You’ll be encouraged to question the status quo, pursue new perspectives, and build innovative solutions that produce measurable results. Our growth- and empathy-focused culture supports your long-term career development while recognizing the value of your individual skills and experiences.

Your Role And Responsibilities

As an Application Developer - Contact Center, you will design, develop, and improve contact center applications that help organizations deliver customer service that is timely, tailored, and effective across multiple communication channels. Working closely with solution architects, business analysts, and operations teams, you will implement capabilities that increase agent productivity, automate workflows, and help maintain high availability and strong performance for contact center applications.

Your Primary Responsibilities Will Include

• Develop Custom IVR Flows: Create tailored interactive voice response flows for voice-based interactions within modern contact center environments, ensuring a smooth experience for both agents and customers.
• Integrate CRM Systems: Integrate customer relationship management systems to support personalized customer service and manage multiple communication channels, including voice, chat, email, SMS, and social media.
• Build Agent Desktop Components: Develop and design software components that improve agent productivity and enable workflow automation, while ensuring high availability and performance for contact center applications.
• Enable Real-Time Analytics: Implement real-time analytics and reporting to enable data-driven decision-making and improve the efficiency of contact center operations.
• Ensure Compliance and Security: Maintain compliance with data privacy and security standards while optimizing solutions for scalability and maintainability.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Programming Skills: Demonstrated experience with strong programming skills to design, develop, and enhance contact center applications.
• Contact Center Platforms: Experience working with contact center platforms, including integrating systems to deliver seamless agent and customer experiences.
• System Integration: Hands-on experience integrating systems, including CRM platforms, to support multiple communication channels.
• Software Development: Experience creating and tailoring software components that support interactions across voice, chat, email, SMS, and social media.
• Data Privacy and Security: Experience ensuring adherence to data privacy and security standards while optimizing for scalability and maintainability.
  
  

Preferred Technical And Professional Experience

• Contact Center Technologies: Exposure to emerging contact center technologies, including cloud-based platforms and artificial intelligence-driven solutions, to remain current with industry trends and advancements.
• Agile Development Methodologies: Experience using agile development methods, such as Scrum or Kanban, to support iterative and incremental development in a high-velocity environment.
• Real-Time Analytics Tools: Familiarity with real-time analytics tools and technologies, including data visualization software, to enable data-driven decision-making and optimize contact center operations.