At Key, employee and candidate health is a top priority. Due to the ongoing spread of COVID-19, most interviews are being conducted virtually. Our talent acquisition team is diligently working to provide you the support you need throughout our hiring process. Learn more.

Senior Software Engineer - Contact Center Technology - Voice/Chat Auto in Brooklyn, OH at KeyBank

Date Posted: 10/17/2020

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

To serve as the Sr Software Engineer for the Contact Center Technology Delivery Team within the Voice & Chat Automation/Contact Center Delivery Division. Own and influence the development, implementation, assessment, and support of multiple IVR/voice bot/chat bot applications on Key’s Contact Center and Conversational AI platforms. A major objective of this role is to independently develop clean, maintainable, testable code for client facing voice/chatbots as we continue expanding our conversational AI capabilities.
  • Participate in all aspects of the software development lifecycle which includes estimating, technical design, implementation, documentation, testing, deployment developed for our stakeholders within an Agile Scrum environment.
  • Work with product managers, UI/UX/Conversation designers, solution architects, technical leads and developers on interpretation/translation of wireframes and creative designs into functional requirements, and subsequently into technical design.
  • Work with analysts, developers, and testers to define the necessary scope, requirements, and technical specifications for our projects
  • Assist/Mentor other developers on the team in software development best practices and continual improvement of service
  • Ability to work in a large-scale Agile environment with distributed team members
  • Define architectural and technical designs as well as hands on development of our platforms
  • Perform regular code reviews as part of regular product releases
  • Acts independently under general direction and provides technical consulting on complex projects
  • Plans, estimates, organizes and monitors significant project deliverables and/or platform capabilities

Required Qualifications:
  • 5+ years leading technology teams in development of technology solutions
  • Large-scale project experience across multiple business units
  • Expertise with J2EE/Java server-side frameworks & concepts like Spring/Spring Boot, JPA/Hibernate for DB
  • Expertise with systems integration via SOAP & REST services and microservices
  • Experience with package management tools like Maven
  • Proven experience defining complex technical designs and solutions
  • Strong analytical skills with the ability to assess new and unfamiliar issues and work through potential solutions, issues, and risks
  • Ability to work in both a waterfall and agile delivery environment
  • Excellent interpersonal, networking, communications and organizational skills
  • Bachelor’s degree preferred and/or relevant experience

Preferred Qualifications:
  • Expertise in development of Conversational AI applications using Google DialogFlow and Google CCAI
  • Expertise with Genesys Contact Center platforms (PureEngage and/or Genesys Cloud) in delivering Contact Center solutions
  • Knowledge and Experience in delivering Agent Assist capabilities using Google CCAI
  • Experience with Jenkins and GIT
  • Experience with Docker and Kubernetes
  • Experience with Redis and Relational Databases
  • Experience with Continuous Integration/Continuous Delivery environment, utilizing automated testing, as well as Test Driven Development
  • Experience with React/Angular/Other JavaScript Frameworks and Bootstrap client-side frameworks
  • Experience with testing tools like CYARA, Junit or Selenium
  • Experience delivering technology solutions in the Financial Industry


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

At Key, we’re committed to diversity and inclusion in all we do. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by email.