Application Developer-Contact Center

About the Role

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Key Responsibilities

As an Application Developer - Contact Center, you will design, develop, and enhance contact center applications that empower organizations to deliver responsive, personalized, and efficient customer service across multiple communication channels. You will work closely with solution architects, business analysts, and operations teams to implement features that improve agent productivity, automate workflows, and ensure high availability and performance of contact center applications.

Your Primary Responsibilities Will Include:

• Design and implement custom IVR flows for voice interactions within modern contact center environments.
• Integrate CRM systems with contact center applications for real-time customer information access.
• Develop and customize agent desktop components supporting multiple communication channels (voice, chat, email, SMS, social media).
• Implement real-time analytics and reporting capabilities for performance insights.
• Ensure compliance with data privacy and security standards and optimize applications for scalability and maintainability.

Requirements & Tech Stack

• Strong programming skills for designing, developing, and enhancing multi-channel contact center applications.
• Experience with contact center platforms and integrating systems.
• Experience with system integration, including CRM systems.
• Experience with building and customizing software components for various communication channels.
• Experience with data privacy and security standards compliance, scalability, and maintainability.

Preferred Technical and Professional Experience

• Exposure to cloud-based contact center platforms.
• Exposure to advanced programming languages such as Java or .NET.
• Exposure to real-time analytics tools, including data visualization and reporting.

Qualifications

• Master's Degree