The posting
Job Description
The Senior Technical Consultant, participates in all aspects of the software development lifecycle - estimating, technical design, implementation, documentation, testing, deployment and support - and pairs hands-on engineering with team leadership. Working alongside solution architects and developers, the Senior Technical Consultant interprets wireframes and creative designs into functional requirements and subsequently into technical design, then builds the IVR, routing and agent-facing applications that carry the client's member and provider contact volume,.
Responsibilities
- Ensures deliverables are of highest quality to promote client satisfaction
- Demonstrated contact center delivery experience - IVR, routing and agent-facing applications built and taken to production on a modern contact center platform
- Independently manages assigned tasks; works on initial quality without requiring excessive reviews by other team members
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support data-informed task execution. Familiarity with AI-enhanced platforms is a plus.
- A solid understanding of AI capabilities and limitations including ethical considerations is expected.
- Facilitates detailed design, development, and unit/integration testing utilizing appropriate methodologies, technology, and tools
- Practices strong configuration management and version control
- Produces client deliverables including detailed design documentation, unit test plans, and well-documented code
- Takes on new technology concepts or proofs of concept with minimal oversight by using previous experience and self-managed learning
- Actively mentors junior-level developers for delivery, quality, and accuracy of stories
- Understands business and technical requirements on each engagement; facilitates communication and appropriate solution design
- Uses AI code-assist tools to improve development velocity and quality; applies AI for automated testing, documentation generation, and code review
- Mentors teammates on effective AI tool use within project delivery contexts
Qualifications
- 3-6 years experience in delivery
- Understands the technical challenges and possible solutions associated with the pursuit
- Demonstrates a broader understanding of the technologies required to get different projects into production
- Expert in 2-3 different core technology areas
- Has a broad understanding among all Software Development Lifecycle phases and technical depth on a few areas
- Interactive Voice Response (IVR) systems - call flow design, prompts, DTMF and speech input, self-service containment
- Contact center routing and queueing - skills-based routing, queue and priority design, overflow handling
- Computer telephony integration (CTI) with CRM and case management systems
- JavaScript (ES6+) and front-end services
- React and Redux
- Node.js
- Cloud architecture on Amazon Web Services
- AWS Lambda and serverless application design
- Amazon DynamoDB
- Amazon CloudWatch - logging, metrics, dashboards and alerting
- RESTful API design, integration and documentation
- Twilio: Studio, TaskRouter, Flex and Functions
- Twilio Flex agent desktop customization and plugin development
- TypeScript
- Other cloud contact center platforms (Amazon Connect, Genesys Cloud, NICE CXone)
- Conversational AI and natural language understanding (Amazon Lex, Google Dialogflow, or equivalent)
- Contact center and speech analytics
The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $83,300.00 - $149,880.00. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.
WHO WE ARE
Perficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com.
WHAT WE BELIEVE
At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you’ll become part of something truly special.
We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We’re committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leaders… and we’re not done yet.
Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.
Applications will be accepted until the position is filled or the posting is removed.
Disability Accommodations:
Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.
Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.
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