Design Engineer, Voice & Contact Center

Provide technical expertise and direction in developing and supporting business and technology systems for voice services and contact center. This role primarily is focused on leading the Ameriprise Voice Services technology stack. Support complex enterprise architectures by developing, designing, configuring and implementing detailed engineering strategies/solutions that meet and/or exceed capability, flexibility, scalability, performance and reliability objectives for a variety of large projects, across multiple technologies, within technical area of expertise. Provide technical leadership to team/vendor/contractor resources, ensuring viability of designs, flawless execution, and seamless transition into the production environment.

Key Responsibilities

• Independently perform complex, difficult assignments in the design, detailed configuration, integration and upgrade of existing and future technologies within technical area of expertise. Plan, design, review and approve robust, stable, scalable and manageable designs. Perform problem diagnosis, initiate problem resolution and provide top tier, ongoing life-cycle support for new technology deployments and upgrades.
• Manage effective relationships and work in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions, ensure service level commitments and project time lines are maintained. Provide technical expertise, leadership, direction and prioritization of work to team members ensuring successful project implementation and outstanding service delivery. Mentor, coach and contribute to the development of peers and other team members.
• Recommend, deploy and document design strategies and solutions for complex software/hardware/network engineering problems, based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies. Independently identify key issues, patterns and deviations during the analysis. Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation techniques.
• Collaborate with team members to ensure project scoping activities are aligned with architectural objectives. Utilize performance data and historical metrics to effectively: plan for growth needs; plan upgrades, migrations, optimizations and new implementations; identify and resolve efficiency issues; and improve overall functionality. Manage hand-over design solutions and provide multi-faceted testing support and validation prior to the final release of new and upgraded technologies.
• Create and maintain documentation of detailed design documents, diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics, and overall project information (including key deliverables). Responsible for the technical correctness and completeness of engineering designs and artifacts. Ensure that build activities are completed per engineering diagrams that were drafted and approved for the project. Redirect build activities as needed.
• Provide thought leadership and influence the continual refinement of processes, policies and best practices to ensure the optimal performance and availability of technologies. Promote re-use and develop consistent technical build, implementation and support processes. Responsible for the validation of, and adherence to, defined standards. Ensure ongoing improvements align with existing service/process principles and Systems Development Life Cycle methodologies.
• Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of industry trends, the direction of emerging technologies, and their potential value to the business. Effectively present the value proposition of business-appropriate emerging technologies to technology leadership.

Required Qualifications

• Bachelors degree or equivalent in Computer Science, Engineering or related field; or equivalent work experience.
• 7-10 years of relevant experience required.
• 7-10 years engineering and integration experience with proven technical expertise in subject matter domain (Telephony, Voice Services, Carrier, Network, Voice and network equipment).
• Demonstrated expertise with capacity utilization, able to produce and evaluate measurement reporting, quickly identify outliers, and recommend solutions.
• Strong analytical and customer service abilities.
• Ability to communicate and articulate technical information across various organizational levels.
• Strong thought leadership abilities and a highly innovative problem solver.
• High reasoning aptitude and ability to quickly understand a complex operating environments.
• Ability to coach and mentor experienced engineering staff.

Preferred Qualifications

• Implementation\architectural experience in Voice Services Hardware and Software. Experience interfacing with distributed and cloud technology. Disaster Recovery, Application Recovery, database administration Expertise in Cisco Cloud and On-Premise. API's, development.
• Domains: Voice.

About Our Company
Were a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Base Pay Salary

The estimated base salary for this role is $104,900 - $1140,600 year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Technology

Line of Business

TECH Technology