Job Description

Prudentials Global Technology team is the spark that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency.

The Global Technology team takes great pride in our culture where digital transformation is built into our DNA. When you join the Global Technology organization at Prudential, youll unlock a challenging and impactful career all while growing your skills and advancing your profession at one of the worlds leading financial services institutions.

Responsibilities:

* Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.

* Work with technical teams and business leaders to design, develop, and maintain IVR's, Bots and call flow routing for DTMF and advanced speech applications.

* Lead implementation of API / Web Service integrations to back end systems (Rest, Soap, Json, and SQL database)

* Working knowledge of QM recording, Outbound dialing campaigns, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting

* Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills

Qualifications:

* Experienced in Cloud enablement of contact center solutions

* Minimum of 4 years of deep knowledge of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience including monitoring, continuous testing, test validation.

* 4+ years of writing code in common programming languages such as VXML, Java, .Net, J2EE, JSP and Database technologies in support of enterprise call center applications

* Experience building custom solutions using Genesys Cloud SDK

* Experience developing applications and microservices using Spring Boot, Hibernate

* Experience using CICD tools such as BitBucket, GIT

* Experience integrating Genesys-Pure-Cloud with different CRM Applications

* Experience working with VUI Designs (Voice User Interface designs)

* Minimum 3 years of experience with Genesys-Pure-Cloud development, hands on implementation, Configuration, deployments to production and support.

* Candidate should have strong experience in Genesys solutions and its products & technology

* Experience implementing Conversational AI, Chatbots, Virtual Assistant leveraging AI/ML

* Candidate is expected to work with their internal telecom & infrastructure groups to support Pure-cloud implementations

* Candidate is expected to liaise with Business Stake holders as well as users & other call center groups for Pure-cloud implementation and support

* Excellent verbal, written, and technical documentation skills

* AWS knowledge is also preferred

* Knowledge of Agile at Scale with SAFe or NWOW framework is preferred

* Experience involving digital transformation activities in large organization is a plus

* Experience with cloud automation, cloud design patterns and microservices is a plus.

* Ability to work independently on routine duties and take initiative in learning and understanding new product systems and features

* Bachelors degree or equivalent relevant experience
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Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law.

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

Please note that the above number and email are solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email careers@prudential.com to request assistance.