Software Process Engineer 4

CRI Advantage is looking for a Software Process Engineer 4 to work remotely with our State Governmental Client.

The Nevada Department of Motor Vehicles (DMV) is undertaking a multi-year comprehensive transformation of its systems, environment, and business structure. DMV is emphasizing a complete overhaul of service offerings that focus on a new way of business. Centered around an online strategy wherever possible, this customer-focused model will be the "North Star" for all efforts. This position is needed to support this transformation and will work in a parallel initiative under the overall program. The parallel initiative is the transformation of the current day Call Center into a Contact Center under the AWS Connect solution. This initiative will consist of a phased approach with our first phase and stand up to be live by June 30, 2024. This position will directly support this effort until June 30, 2024, with the intention of renewing the contract until work is complete or through program end June 30, 2025.

1. Scope of Work

• Build a fully functional Amazon Connect contact center to replace the NV DMVs current call center with the minimum capabilities:
  • IVR/IVA
  • Call routing
  • Call tree
  • Skill based routing
  • Call Queues
  • Omnichannel communications
  • Reporting via Lex
  • Chatbot
• Work proactively to address and resolve issues that may impact release schedules.
• Manage version control systems to ensure accurate tracking and documentation of software changes.
• Coordinate the branching, merging, and tagging of code repositories.
• Oversee the build and deployment processes to ensure consistency and reliability.
• Collaborate with QA teams to ensure thorough testing of software releases.
• Implement and maintain quality gates to prevent the release of defective software.
• Evaluate and optimize release processes to improve efficiency and reduce time-to-market.
• Stay current on industry trends.
• Monitor and address issues reported post-release, working closely with support teams to provide timely resolutions.
• Special Project tasks within assigned program area.

iii. Deliverables

• Migrate NV DMV, Modernize and deploy customer call centers to the Amazon Connect platform
• Build and continuously update call flows and IVR's within Amazon Connect.
• Export current day Chatbot into the Amazon Connect ecosystem. This should also include updating DMV Chatbot to utilize functionality within Amazon Connect.
• Develop Amazon Connect A.I which includes, but is not limited to:
  • Amazon Q
  • Lex
  • Contact Lens
• Explore and evaluate leading edge technologies for integration into customer environments
• Solution, migrate and optimize customer workloads from on-premise environments into AWS
• Solution, design, and modernize customer workloads and/or design and deploy new customer applications in AWS
• Design and implement availability, scalability, and performance plans for AWS managed service environments; Continually re-evaluate existing stack and infrastructure to reduce costs while maintaining optimal performance, availability, and security
• Assist in creating test scripts prior to promoting changes based on vendor lead build cycles after each successful sprint.
• Assist in creating training requirements for end-users.

1. Experience and Skills Required

• Bachelor's degree in computer science, Information Systems, Software Engineering, or a related field.
• 3+ years of hands-on experience in building call flows and IVR within AWS Connect and configuration and implementation of the Amazon Connect Platform.
• Working knowledge and experience with the following AWS Services: Comprehend, Connect, DynamoDB, Kinesis Data Stream, Kinesis Video, Lambda, Lex, S3, Transcribe, Polly, Salesforce.
• Experience with virtual network design, delivery and troubleshooting in AWS.
• Experience managing AWS environments, including tasks such as environment architecture design, automation, network engineering, security, storage, systems administration, monitoring, incident response, configuration management, etc.
• Extensive experience and knowledge with IVR, Automatic Call Distribution (ACD), Skill-Based Routing, Live Chat • Experience with process flow documentation creation.
• Strong interpersonal, verbal, and written communication skills.

• Demonstrated experience delivering technology solutions in a fast-paced, deadline driven enterprise environment.

• Experience with Infrastructure as Code (IaC) and configuration management languages, such as: Terraform, AWS CloudFormation, CDK, Azure RM Templates, Ansible, or similar.
• Experience with automated testing and quality monitoring tools that interface with Amazon Connect.
• Familiarity with Amazon Connect, Salesforce, and Mulesoft,
• Strong understanding of version control systems, build and deployment processes, and release automation tools.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.
• Analytical and problem-solving abilities to identify and address release-related challenges.
• Familiarity with agile methodologies and project management practices.
• Knowledge of DevOps principles and practices.

• Participate in overall project implementation utilizing best practices in strategic planning,
• Information and logistics management
• Manage/mitigate risks and issues and take corrective action
• Develop, maintain, and update business and functional requirements
• Align the deliverables to the DTE project plan and the desired outcome
• Create and maintain project documentation
• Excellent analytical and communication skills required to effectively work in the field of applications development and maintenance.
• Excellent at Understanding Integration Technologies and Domains and work flows.