The Contact Center Site Reliability Engineer will help to shape the future of the way we support our growing network of subscribers.
Acting as the conduit between the business and engineering teams, this position is primarily focused on the overall health and maturity of Contact Center Applications, Routing, Workforce Management and Reporting solutions.
Knowledge of Contact Center Technologies, particularly Salesforce Service Cloud, inContact, NICE, Qualtrics and RingDNA, are desired.
The position requires a combination of strong troubleshooting, technical and communication skills and includes a mix of on call and operational tasks and involves small to medium level software development work.
Serve as the liaison between the customer community (internal and external customers) and the development teams.
Consult with Contact Center platform stakeholders to understand business problems and translate them into functional and non-functional requirements.
Critically evaluate information gathered from multiple sources and reconcile conflicts.
Consult with business line stakeholder(s) and vendor partners in an analysis role
Analyze and propose configurations and other changes within the system per user / customer business needs. Analyze existing programs or formulate logic for new systems, devise logic procedures, prepare flowcharting, perform configuration, tests, and rollouts to business users.
Balance business requirements with technical feasibility and set expectations on new projects. Recommend changes in development, maintenance and system standards.
Determine resources and timeline.
Ensure SOC / SOX / PCI / GDPR compliance for Contact center platform
Ensure thorough and timely security reviews of the platform
Optimize On call rotations and processes
Document tribal knowledge
5 8 years of experience in CRM solutions and business analysis
Well rounded with experience in multiple Contact Center Technology domains
Prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps
Be equally comfortable coding and operating the code you write.
Strong understanding of cloud architecture scalability challenges.
Strong understanding of build and deployment pipelines as well as operations monitoring pipelines.
Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressure
Excellent Analytical Skills, Problem Determination and Resolution Processes
Excellent Oral and Written Communications
Self-motivated leader with excellent time management
Flexible and Professional
Excellent Organization Skills
Excellent interpersonal skills; team player
Working knowledge of Contact Center Technologies, particularly Salesforce Service Cloud, inContact, NICE, and RingDNA are desired
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