Principal Software Engineer
Voyc, South Africa
Job Description
Voyc, an award-winning leader in contact centre AI software, helps financial services companies be compliant and improve customer service by monitoring 100% of their customer interactions. Voyc uses artificial intelligence to transcribe and automatically analyse and review interactions to identify and handle problematic interactions (customer complaints and interactions with vulnerable customers) according to regulatory requirements. The AI solution listens for potential problems and compliance breaches and alerts users (supervisors and quality assurance teams) of calls that need further review and remediation.
Financial services companies have a huge compliance problem, particularly in the context of contact centre quality assurance. These companies struggle to monitor 100% of customer interactions due to the high cost of employing more and more quality assurance assessors. As a result, the average company monitors only 4-5% of customer interactions. This results in a large number of unchecked interactions, including complaints, compliance breaches and poor agent behaviour.
That’s where Voyc comes in! Voyc has built strong compliance models and cutting-edge software to revolutionise the contact centre quality assurance process. In 2021, Voyc was selected as the winner of the Accenture Blue Tulip Awards and the KPMG Digital Innovation Challenge. All of this has been achieved by our team of highly-motivated, diverse and purpose-driven individuals.
Responsibilities
- Develop and provide technical standards and guidance in all software design and development activities
- Support and facilitate maintenance and upgrades of existing software applications
- Provide design reviews and give technical recommendations
- Support the whole software development life cycle (SDLC)
- Ensure that all projects are of high-quality
- Mentor and train software engineers
- Assist in analysing and troubleshooting application issues
- Create effective and applicable technical solutions that fit business needs and requirements
- Recommend new technologies to help improve productivity
- Work with teams to plan, prioritise, and complete project assignments
- Participate in risk assessments and mitigating activities
- Regularly attend meetings to discuss projects, issues, and ideas
- Participate in technical audits and ensure the implementation of the recommendations
- Perform business presentations to the management
- Coordinate with the QA to develop test cases, procedures, and plan
Requirements
- Experienced in different software development methods
- Experienced in developing and maintaining complex web systems
- High understanding of both backend and frontend side of software development
- In-depth knowledge of various software development technologies and tools
- Outstanding analytical skills
- Excellent communication skills
- Strong organisation and planning skills
- Exceptional leadership and mentorship skills
Benefits
As well as the opportunity to learn and expand your skills while making the world a better place, working at Voyc offers the following
- A market-related salary
- Caring, growth-focused team culture
- Flexible working hours
- Remote work
- Forward-thinking leave policies
- Company-sponsored lunches, travel and learning opportunities
- An inclusive amp; representative workplace
Company Values
- Playing to win
- Putting people over everything
- Driving results
- Pursuing Knowledge
- Working together