POSITION OVERVIEW:
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.
Asurion’s product development teams are focused on helping people love and get the most from technology. We’re a strong team of product-oriented developers — and we don’t just write code — we measure the impact we have on users and use that information to guide our next action. We value full-stack engineers, but understand that people will naturally have varying strengths across the stack. Using cutting- edge technology combined with great methodologies around continuous integration and deployment, code is pushed to production every day. Supporting about 350 million customers globally means we face some fascinating challenges around scale, user experience and quality.
As a Software Engineer 3 at Asurion, you will be part of a team where we manage call center applications for major mobile and retail clients. Our mission is to create seamless and efficient IVR (Interactive Voice Response) systems that provide exceptional customer experiences by routing calls accurately, capturing critical data points, and delivering actionable insights to agents. Leveraging state-of-the-art Conversational IVR powered by Generative AI and voice recognition technologies, we aim to revolutionize customer interactions.
ESSENTIAL JOB SKILLS/DUTIES:
• Incorporate a whole-team approach to product development
• Develop and enhance Conversational IVR solutions using Generative AI and voice recognition technologies.
• Ideate, design, and implement advanced customer experiences powered by Amazon Connect, Amazon Lex, AWS Bedrock, and Lambda.
• Build and maintain robust IVR call routing systems and specialized task routing processes.
• Collaborate with cross-functional teams to understand customer needs and translate them into scalable, intuitive IVR solutions.
• Integrate cloud-native services to improve IVR functionality, scalability, and resilience.
• Write clean, maintainable, and high-performing code in TypeScript with a focus on code quality and best practices.
• Create and maintain automated testing frameworks using tools like jest or vitest.
• Implement and maintain CI/CD pipelines using GitHub Actions for streamlined deployments.
• Monitor and optimize Conversational IVR solutions for performance, accuracy, and customer satisfaction metrics.
• Focus on utilizing lean startup techniques to build world-class products
• Improve engineering standards, tooling, and processes
• Partner with product owners and design peers to take advantage of new technologies and continuously deliver value to the organization
SKILLS:
Technical skills:
• TypeScript (MUST)
• Amazon Connect & AWS Services
• Amazon Lex
• AWS Lambda
• AWS Bedrock
• Node.js & Express
• Voice Recognition & Generative AI
• Automated Testing (jest, vitest)
• CI/CD Pipelines (GitHub Actions)
• Cloud-Native Development (AWS)
• React & Front-End Development
• Docker
• Databases (SQL, DynamoDB)
• Experience building web apps, mobile apps, or cloud- hosted services using modern technologies
• Experience utilizing lean and agile methodologies to ship code daily
• Improve engineering standards, tooling, and processes
• Write high-quality code and unit tests
Soft/Leadership skills:
• Active listener; strong communication - verbal and non-verbal. Ability to influence
• Effective problem solver; works through ambiguity; provides options; executes well
• Manages time; self-directed; provides guidance to more junior team members
• Manages relationships with key stakeholders and ensures effective teamwork across team
• Solid business acumen; anticipates obstacles and supports team's success
• Leads change for team members and team's work
• Team leader and supports team to ensure success. Develops trust-based relationships.
• Proactively seek as well as provides coaching and feedback to team and peers
• Engage and inspire team members. Effective at determining work to own and work to delegate. Drives for continuous improvement.
• Accountable for performance of team, and ensuring a customer first mindset.
EDUCATION AND EXPERIENCE:
Required Education and Experience
• 3+ years of experience as a full-stack engineer building high-scale customer- facing products
• Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, Electrical Engineering, Electronics Engineering, or related field
• Any prior IVR experience is a bonus
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.