At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Job Description

U.S. Bank is seeking a full-time Principal Software Engineer - Amazon Connect (Multiple openings) in Houston, Texas.

Essential Responsibilities:

• Leverage expertise in Cloud Contact Center (CC) services that uses Voice Over Internet Protocol (VOIP) technology and act as the company’s internal Subject Matter Expert.
• Lead cross-functional strategic discussions with technical and business stakeholders, shaping the vision and roadmap for Amazon Connect technology within U.S. Bank.
• Develop and champion a comprehensive Amazon Connect technology roadmap, including architecture, strategies, standards, and adoption of leading-edge IVR and Contact Center solutions.
• Maintain and foster strong relationships with internal and external partners (domestic and international) to drive successful Amazon Connect implementations.
• Model Amazon Connect architecture that prioritize a seamless user experience for customers and contact center agents while upholding the highest standards of data security and privacy.
• Spearhead comprehensive technical reviews across projects, ensuring alignment with the Project Lifecycle Management Plan and optimal application of existing VOIP/CC designs and Amazon Connect technology.
• Lead technical planning and infrastructure integration, ensuring seamless integration of Amazon Connect with existing technologies.
• Educate technical team members, internal customers, on the architecture and benefits of Amazon Connect and other emerging technologies.
• Use the following tools and technologies to perform the above job duties: Amazon Web Services (AWS) Platform, Amazon Connect & DynamoDB, CloudWatch, Interactive Voice Response (IVR), Agile Methodology / SCRUM, JIRA / Confluence, Azure DevOps (ADO), Microsoft Visio, Lucid Charts and DB Reporting Tool, Cyara Automation Tool for Unit testing, Software Development Lifecycle, Technical Project Management, Amazon Connect Common Utility (ACCU), Genesys, Call Management System (CMS), Private Branch Exchange (PBX), Automatic Call Distributor (ACD), Integrated Service Digital Network (ISDN), Call Recording Loggers, Call-Back Assist Module (CBA-M), Toll-free network and Long-Distance features, ITSM, HPSM, and ServiceNow Ticketing Tools.
• Supervise up to 2 Software Engineers and Senior Software Engineers.

Basic Qualifications:

This position requires a Bachelor’s degree or equivalent in Computer Science or Computer Engineering and 5 years (progressive, post-baccalaureate) Contact Center software development experience.

Required Skills/Experience:

Must also have 24 months of experience with each of the following: 1) Analyzing, designing, programming, implementing, and testing customized cloud contact center solutions in Amazon Connect platform and its components. 2) Managing projects for new contact center designs or modifications on Amazon Connect platforms (AWS). 3) Leading Cloud Contact Center migrations from legacy platforms to Amazon Connect (AWS). 4) Designing, implementing, and testing customized IVR solutions in Amazon Connect (AWS). 5) Developing Amazon Connect call flows and implement IVR related features and applications, including queue/skill routing, Quick Connect, Call-Back, Silent monitoring, Caller ID, and DynamoDB. Employer will accept experience gained concurrently.

Base pay range may vary if an offer is made for work in a different location. Pay Range: $127,597 - $155,000. (#LI-NDI #LI-DNI #LI-DNP #DE-DNP).

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements).

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.