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Software Reliability Engineer in Brooklyn, OH at KeyBank

Date Posted: 2/8/2021

Job Snapshot

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

Job Description

KeyBank creates custom, powerful tools for our clients and employees, and Software Reliability Engineers are a critical part of bringing those experiences to life. Be a part of our dynamic and award-winning Digital Banking team and help us take our experience to the next level.

Our team builds Key’s Contact Center Automation platforms, leveraging cutting edge AI, NLP, and IVR technology to develop and deploy the next generation of our customer experience platforms.

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

Essential Job Functions:
  • Working knowledge of developing Conversational AI applications using Google DialogFlow and Google CCAI
  • Knowledge and experience in delivering Agent Assist capabilities using Google CCAI
  • Experience 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
  • Develops clean, maintainable, testable code for work assigned; performs peer code reviews
  • Participates in the overall health, performance, and availability and actively works resolution of system and client experience impacts for one or more environments, applications, or platforms
  • Embrace mentorship and training from senior engineers
  • Provide continuous improvement ideas to reduce expenses and/or improve efficiency
  • Applies recommended information security standards when developing code and seeks to validate
  • Assess the technical viability of new and emerging products and technologies; builds out complex proof of concepts using new technologies
  • Contribute to technical documentation, specifications, and project artifacts for developing code
  • Embrace and follows established standards and best practices
  • Create/Enhance Architecture Diagrams for each capability including Server Names, Integration points including connection type (Web Service, HTTP, Server, etc)
  • Manages implementation, renewal of Security Certificates, Non-Human IDs, including historical library and installation routines
  • Designs and instruments system and service monitoring and alerting against benchmarks/SLAs
  • Designs and Implements appropriate audit/error logging levels to accurately measure system operability and troubleshooting indicators
  • Design and Instrument meaningful Dashboards measuring and conveying system health and performance
  • Maintain application service level agreements and system uptime requirements for highest tier application class
  • Identify areas to add or enhance automation to technical processes
  • Support Agreement, Incident and escalation procedures/agreement
  • Responds promptly to pages during system incidents; working closely with the incident response team
  • Oversight of Production Readiness process for critical platform
Required Qualifications:
  • Education/Certifications: Bachelor’s Degree or equivalent work experience required
  • Experience: 3+ years of application development or application support experience
  • Possess strong written and verbal communication skills
  • Ability to identify, track, escalate and resolve risk & issues; maintains and manages risk & issues log; reports status
Experience or understanding of the following software frameworks/concepts:
  • J2EE, Microservices, SOAP/Rest frameworks, Webmethods, Datapower
  • Experience or familiar with contact center platforms
  • Experience or understanding with the following tools & technologies: Docker, Jenkins, GIT, Eclipse
  • Experience in Linux/Unix based environments, comfortable working with command line tools & scripting
  • Experience with Continuous Integration/Continuous Delivery environment, utilizing automated testing, as well as Test Driven Development
  • Ability to analyze future growth needs to determine appropriate system environment sizing and scalability requirements
  • Emerging Technologies: Knowledge of emerging technologies; ability to design, apply and evaluate new information technologies for business environments.
  • Software Development Life Cycle: Knowledge of software development life cycle; ability to use a structured methodology for delivering and managing new or enhanced software products to the marketplace.
  • Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
  • System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
  • Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
  • Application Maintenance: Knowledge of production applications; ability to monitor application functions and resolve issues to maintain optimal conditions for system applications.
  • Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  • Quality Management: Knowledge of quality management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Process Improvement: Understanding and insight into evaluating current product quality and production methods and ability to maintains focus on the continuous improvement of processes, products and services.
  • Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.


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.


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