Contact Center Site Reliability Engineer
Autodesk
Bmar, Barcelona, Spain
hace 3 días

Position Overview

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.

Responsibilities

  • 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
  • Minimum qualification

  • 5 8 years of experience in CRM solutions and business analysis
  • Bachelor’s degree
  • 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
  • About Autodesk

    Autodesk makes software for people who make things. If you’ve ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you’ve experienced what millions of Autodesk customers are doing with our software.

    Autodesk gives you the power to make anything. For more information and open positions visit autodesk.com / careers. To see our culture in action, please check out #AutodeskLife on Instagram or facebook.

    com / autodeskcareers. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants without regard to race, gender, disability, veteran status or other protected category.

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