SUMMARY
As Senior DevOps Engineer you will design, configure, implement and support DHL’s CCaaS Platform and Services. It includes Cloud CCaaS, PBX, IVR, CTI, Dialer, Omni-Channel, Call Recording, SBC and VoIP/SIP Endpoints. As Senior DevOps Engineer, you will provide subject matter expertise around specific technologies within this portfolio.
The Senior DevOps Engineer will provide technical guidance to other members of the Contact Center development team and will interact with multiple levels of leadership within IT as well as business stakeholders. As a member of the DHL CCaaS team, you will provide advanced level technical support including design, configuration, troubleshooting, implementation, support, and problem management.
You will coordinate with vendors and cross functional teams regarding contact center applications. You will research, evaluate and recommend communications options in services, systems and emerging technologies as needed.
WHAT YOU WILL DO
- Interactions are primarily on resolving issues of more major significance, often requiring coordination between organizational units
- Conducting interviews with business partners to establish their requirements. Presenting concepts and proposals, and providing updates on deliverables; negotiating issue resolution when needed
- Prioritizes requests in accordance with agreed criteria and the needs of the organization in accordance with SLAs and current processes and procedures
- Within own area of competence, provides correct responses to requests for support by means of, for example: developing work-a-rounds or site-specific enhancements, reconfiguring systems, helping to implement changes to operating procedures, training users or operations staff, producing additional documentation, or escalating requests
- Acting as an expert advisor across projects to prevent delays or misunderstandings eg definition of interfaces or SOA services
- Manage the performance and effectiveness of 3rd party vendors in the delivery of quality application software
- Assists in definition, initiation and design of architecture in projects/programs
- Follows ITIL best practices for root cause analysis and solution investigation
- Provides expert advice, training and technical assistance to development team, lower level service and support staff.
WHAT YOU SHOULD HAVE
- Work experience in Contact Center Environment working with Genesys Cloud platform and its capabilities.
- Advanced experience in contact center environment working with Genesys Cloud platform and its capabilities including (but not limited to) Workforce Force Management (WFM), Queuing/Routing, Call Flow, Conversational flows using Genesys Cloud Architect and Outbound Dialer Campaigns.
- Deep understanding of omnichannel UC/CC architecture and CCaaS
- Active Genesys Cloud Certification is a plus.
- Knowledge of reporting platforms such as SuccessKPI.
- Working knowledge of the Corporate Business solution environment.
- Strong people skills including the ability to interact with employees at all levels.
- Interpersonal skills necessary to mentor and guide other Contact Center Engineers.
WHAT YOU WILL GET FROM US
- Great Team of IT Professionals with Global Working Exposure
- Company car / car allowance
- 25 days of holiday, 6 sick days per year
- Package of benefits (meal vouchers, Cafeteria, pension/life insurance etc.)
- On-Going Professional and Technical Training and Certifications
- A Multicultural Environment in Modern Offices
- Smart Casual Everyday
- Global Internal Job Opportunities Available Within DHL Group
- Home Office Possibilities
Sounds good? Start your application now!
For more inquiries, kindly reach out to marketa.hajkova@dhl.com
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