Full Potential Solutions (FPS) is a global, US-based company that helps contact centers around the world better engage with their customers. Our offices are in Boston, MA, Kansas City, MO, Chennai, India and Manila, Philippines. We are building cloud-based analytics products and services to enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and to optimize agent performance.
Here are some of the exciting initiatives we are working on:
- Creating AI driven conversational experiences for a wide spectrum of global enterprises
- Designing and developing amazing user experiences across data visualization and analytic
- Building Salesforce solutions to drive customer engagement by leveraging ML to enhance contact strategy
- Developing standardized ML models to optimize customer engagement and agent performance across all our customers using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
- Developing a comprehensive Data, Analytics, and Reporting platform to integrate, measure, and analyze millions of daily customer interactions/metrics across all our clients
- Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
- Deploying cutting-edge services with AWS, including microservices and serverless architecture, event notification services, and lots more
Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM and Sprint. We have strong backgrounds in computer science, math and engineering from top universities such as Harvard, Yale and IIT. We strongly believe that empowered people are the key to building a great company. Our mission as a company is to create an environment where our people THRIVE.
Full Stack Technical Lead is a hands-on technical leadership role, the candidate will be responsible for every aspect of software development of the product from technology research, architectural design, building front end to back end services, integration with different systems, to setting up continuous integration and deployment pipeline.
As a senior member of the engineering team, you will be instrumental in architecting and building systems, interfaces, and integrations that make the product run and keep up with the speed of our growth. You will have input in decision making within the team and you will ensure we build scalable, performant, easy to maintain and cost optimized solutions. You will shine as a leader of the team, providing technical insight and guidance.
- Be a technical leader and valued contributor in an autonomous, cross-functional agile team
- Collaborate with multidisciplinary team of business users, product managers, ux designers and senior engineers to understand the product vision, bring the vision alive through the creation of elegant and robust solution
- Produce documentation from architecture design to technical specification
- Design, develop and deploy high-quality, enterprise scale code on our AWS cloud infrastructure
- Work hands-on across the entire software stack comfortably
- Provide oversight through code and design reviews for features delivered by the team members
- Mentor our team members in development technologies, tools, and processes
- Develop test strategies, design automation frameworks, write unit/functional tests to drive up code coverage and automation metrics.
- Take responsibility for your code and features right from working with product management all the way through to deployment and thereafter.
- 8+ years of professional software engineering experience preferably experience at a software product company
- Bachelor’s degree in computer science engineering or a related discipline, or equivalent work experience required
- Excellent knowledge of Computer Science fundamentals, with strong competencies in data structures, algorithms, software design and coding.
- Deep knowledge of object oriented programming and experience with Java, Python, Node.js and/or other server side programming languages and frameworks.
- Solid understanding of web technologies and proficient in JavaScript, HTML and CSS including familiarity with React and it’s ecosystem (e.g. Redux, Styled Components, etc)
- Strong understanding of multi-tenant and distributed software architectures – application clustering, data partitioning, event driven etc.
- Have worked in a microservice based architecture and understand the basics of Docker and Kubernetes
- Solid understanding of database technologies such as SQL, PL/SQL and relational database schema design
- Experience with one or more NoSQL database such as Mongo, ElasticSearch/Solr etc
- Experience in automated testing including unit and functional testing using Java, JUnit or other tools.
- Excellent communication skills
- Experience in the contact center domain is a plus.