Max Contact, Engineering Manager
Introduction
I am very grateful to have been working at Max Contact since June 2023. The role is a mix of engineering management and software engineering. Helping a team of engineers build out new products and making existing contact centre solutions better for customers and agents within contact centres across the world.
Role overview
Max Contact is a contact centre software company that helps businesses improve their customer experience by providing tools for managing and optimizing contact center operations. This means making sure that contact centers are running smoothly and efficiently, and that customers are getting the best possible service.
Contact means the way that customers and businesses communicate with each other, such as through phone calls, emails, live chat or other channels.
What excites me about this role is the opportunity to work with a team of engineers to build out new products and making existing contact centre solutions better for customers and agents within contact centres across the world.
The main challenges I enjoy are:
- Telephony, long running state means that the state of the call is stored in memory and can be accessed by multiple threads.
- The need to be able to scale the system to handle large volumes of calls.
- The need to be able to handle a large number of concurrent calls.
- Making sure that the system is reliable, if the system goes down, for most customers, that means that they cannot operate their business, which can be a big problem.
Technology
Again this is a .NET Core application, using C#, however the difference with this role is the use of Postgresql as the database.
Azure is used for hosting the application, however more focus is placed on the use of VMs so that the application can be scaled out and each tenant can be isolated from the other tenants.
More recently, I have been involved in the development of a new product, which is designed to help customers make the most of their call recordings. This involves using machine learning to identify the most important parts of the call and then using that information to create a summary of the call. This can be used to help customers to quickly find the information they need, and to improve the quality of their call recordings.
I love working with AI and machine learning, and I am always looking for new ways to use it to improve the products we build. I am still learning about this area, but I am excited to see where it can take us.
Challenges
Helping a company to build out new products and making existing contact centre solutions better for customers and agents within contact centres across the world. As the compaby is growing, the challenges are changing, and I am always looking for new ways to improve the products we build.
Responsibilities
- Lead a team of engineers to build out new products and making existing contact centre solutions better for customers and agents within contact centres across the world. This ranges from 4 to 5 developers.
- Building the team, including recruiting and interviewing candidates, and helping to define the team culture.
- Working with an external team to build out new products and making existing contact centre solutions better for customers and agents within contact centres across the world.
- Helping the team work together to deliver high-quality software that meets the needs of our customers. This includes working with the team to define the product roadmap, and then working with the team to deliver the product.
- See how I can help members of the team to grow and develop their skills.
- Assisting the team to understand what the future might hold for the company and how we can help the team to prepare for it. This includes working with the team to define the non technical roadmap, and then working with the team to make sure that we are delivering a great product, but also are aware of the future and how we can help the team to prepare for it.