Lead Software Development Engineer

2 months ago


Bengaluru, India Delta Air Lines Full time

About Delta Tech Hub:

Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers.

Responsibilities:

  • Build and design technical specifications for Res Ops IVR Strategy, experience, and delivery.
  • Help organizations understand and implement advanced cloud-based solutions, and how to migrate existing workloads to the cloud. Need to shape and implement a strategy to build knowledge and broad use of AWS and other cloud-based technology.
  • Monitor and support Cloud based deployments of Prophecy IVR & Customer Experience products, and other dependent Cloud computing tools in proprietary data centers as well as in AWS (Amazon Web Services) Cloud.
  • Implementation incorporating the optimization, modernization with innovative technologies.
  • Troubleshooting & problem-solving software installation/administration, networking, architecture, and application issues.
  • Work with business units to understand Customer issues; identify, analyze, and translate business needs into functional specifications.
  • Monitor, analyze, report and present opportunities for operational enhancements, infrastructure optimization, streamlining processes and end-user usability.

Minimum Qualifications

  • Bachelors degree in Information Systems, Computer Science or related field
  • 6 or more years of overall relevantexperience in a software developer or equivalent role
  • Expert in Cloud Engineering & Operations (SaaS/PaaS Services) plan, architect, design, deploy, automate, maintenance.
  • Expert knowledge on Interactive Voice Response (IVR)/Omni channel Self-service & Contact Center solutions & applications.
  • Be an expert in AWS Contact Flows, Lex bots, IVR Solution strategies.
  • Strong technical depth, business aptitude, and the ability to lead in-depth technology discussions, articulating the business value of the AWS platform and services.?
  • Experience with implementation incorporating the optimization, modernization with innovative technologies.
  • Experience building and designing technical specifications for Res Ops IVR Strategy, experience, and delivery.
  • Be a SME inCDK (Cloud Development Kit), CloudWatch, DynamoDB, RDS, Step Functions, Lambdas, API Gateways, Typescript and NodeJS.
  • Experience includes CICD process with AWS Code Pipeline and Gitlab.
  • Experience in supporting production systems covering the large-scale Cloud and On-prem Contact Center/IVR deployment.
  • Experience in devising IVR call deflection strategies with Omnichannel experience.
  • Be an Innovative strategist with ability to build IVR deflection strategy, technology expert to build strong pillars to reduce CHT.
  • Interpersonal and communication skills (essential)

Preferred Qualifications:

  • AWS certification preferred
  • Experience in leading hybrid teams


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