Senior Applications & Software Engineer

Duration: 12 Months (with potential to extend the term)

About the Role:

We are seeking a highly skilled and experienced Senior Applications & Software Engineer to join our team. This pivotal role involves enhancing and maintaining critical contact center applications, developing innovative solutions, and ensuring seamless integration with core systems. The ideal candidate will possess deep technical expertise, a strong analytical mindset, and a proven ability to deliver high-quality software solutions in a dynamic environment.

Key Responsibilities:

• Spearhead the enhancement of key contact center applications, including IVR, agent interfaces, dashboards, and reporting systems.
• Architect and manage robust integrations between contact center platforms, backend systems, and core business applications.
• Design, develop, and implement new software solutions to address evolving business needs and strategic initiatives.
• Conduct comprehensive analysis, design, and development of application enhancements, custom reports, and system integrations, ensuring alignment with business requirements and technical standards.
• Provide expert consultative guidance to optimize existing software systems and streamline workflows.
• Recommend and implement innovative functionalities to enhance operational efficiency and user experience.
• Analyze and evaluate the current contact center architecture in collaboration with internal IT teams and external vendors.
• Design scalable, maintainable, and secure solutions that support organizational objectives and technological advancements.
• Gather detailed business requirements and perform gap analysis for prospective change requests (CRs).
• Translate functional specifications into precise technical designs and architectural blueprints.
• Develop and implement approved CRs utilizing Java and relevant modern technologies.
• Collaborate effectively with cross-functional teams to achieve project deadlines and uphold stringent code quality standards.
• Analyze requirements for new system integrations involving internal and third-party platforms.
• Develop middleware or front-end interfaces to facilitate secure and efficient data exchange.
• Customize standard reports and develop sophisticated reporting modules to meet diverse business intelligence needs.
• Ensure the performance, accuracy, and adherence to data governance standards for all reporting solutions.
• Conduct thorough code reviews and enforce compliance with internal coding guidelines and best practices.
• Manage version control repositories (e.g., Git) to ensure organized and traceable code development pipelines.
• Orchestrate the deployment of CRs into User Acceptance Testing (UAT) environments and provide comprehensive support for System Integration Testing (SIT) and UAT phases.
• Identify and resolve software defects efficiently and provide technical assistance to users during testing.
• Generate timely ad hoc reports based on urgent business requirements.
• Provide regular reports (e.g., weekly/monthly) detailing system performance and key performance indicators (KPIs).
• Investigate and resolve escalated technical issues (Level 2 and above) with precision and urgency.
• Deliver post-deployment support, including conducting root cause analysis and formulating effective remediation plans.
• Foster strong collaboration with internal IT teams, external vendors, and end-users.
• Effectively communicate complex technical concepts to both technical and non-technical stakeholders.

Qualifications and Requirements:

• A minimum of 5 years of progressive experience in software development is required.
• Mandatory: Possess at least 4 years of relevant professional experience within the Saudi financial or insurance sector.
• Demonstrated advanced proficiency in Java development.
• Extensive experience in database development using MS SQL Server and/or Oracle.
• Hands-on experience with leading contact center platforms, including Cisco Contact Center, Genesys Cloud, and Sprinklr systems.
• Proven track record of successfully designing and implementing complex integrations and change requests.
• Expertise with key vendor technologies, including:
• • Sprinklr: Developing custom reports and automation via APIs, integrating with third-party systems, supporting CRs for case management, routing, and channel workflows, supporting integration with recording systems, and enabling event-based data exchange.
  • Verint (WFM/QM): Customizing report extracts or dashboards and ensuring alignment with workforce management KPIs.
  • NovelVox (iAgent/iVision): Developing or customizing agent desktop interfaces and enhancing agent tools through backend modifications.
• Solid understanding of software development best practices, including version control systems (e.g., Git) and CI/CD pipelines.
• Strict adherence to code quality standards and software engineering principles.
• Exceptional debugging, analytical thinking, and problem-solving capabilities.
• Required: Fluency in both Arabic and English (written and verbal).
• Excellent communication, interpersonal, and collaboration skills.
• A Bachelor's degree in Computer Science, Software Engineering, or a closely related discipline is preferred.
• This is an onsite, full-time position requiring on-call availability outside of standard working hours.
• Ability to be on call 24/7 for emergency situations.
• Requirement to provide a comprehensive handover to the replacement resource at least 5 working days prior to planned leave.