NATIONAL GRID CO USA (NE POWER): Software Engineer – Contact Centers

About usNational Grid is hiring for a Software Engineer, for our Solutions Development Team in Waltham, MA (supporting National Grids Contact Centers)Every day we deliver safe and secure energy to homes, communities, and businesses.

We are there when people need us the most.

We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow.

This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.Job PurposeThis role will be the responsible for being an important player of the Solutions Development Team at National Grid to support and enhance core voice and telephony technologies used by National Grid’s contact centers.Position Responsibilities and Skills (including but not limited to): Provides technical direction for the design, development, and systems integration from definition phase through implementation Building and managing delivery of outsourced professional services, with proven success in scaling customer experience solutions Transforms solutions into deliverables in the Contact Center space to include: Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA) Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers Ensures system, technical and product architectures are aligned with business objectives Options Analysis & Solution Recommendations including technology and deployment options & Interface needs Communicates effectively with vendors and internal stakeholders to identify needs and evaluate alternative technical solutionsPreferences and Skills: Experience in working in the Utility (Gas/Electric) domain VMware Virtual Desktop Understands basic networking concepts in a LAN/WAN environment Knowledge in the following areas: o Mulesoft o Azure o MQ o.NET Functional knowledge of contact center process, call flows and IVR applicationQualifications Educated to degree level in Computer Science or related discipline or an equivalent combination of education, training, and experience 5 10+ years of experience developing and supporting contact center solutions Knowledge of various hosting environments and platforms (Cloud, Azure, IaaS/PaaS, AWS) Knowledge of integration techniques Possesses significant knowledge of client/server and integration technologies Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for contact centers Ability to come up with estimates, dependencies/assumptions in solutioningMore InformationThis position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.

We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.

National Grid is proud to be an affirmative action employer.

We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.