Associate Software Engineer - Contact Centre

Location

Bangalore | India

Job description

Your responsibilities:

You will be expected to perform the following tasks and responsibilities in a manner consistent with CBA's Values of Care, Courage & Commitment.

This role is critical to our platform strategy through active business engagement and delivery.

Core responsibilities:

• Pre-production testing of all changes
• Raise changes in line with the 'Change request' framework and defined change windows
• Liase with external vendors who provide services to sustain contact centre technology
• Provide rotational out of hours incident support to incident management teams and contact centre leadership
• Conduct platform stability platform stability reviews.
• Act as the key business engagement contact for business units to engage the Contact Centre Technology team and associated 'Relationship Management.'
• Capture business pipeline / enhancement requests and own the coordination/triage of these requests.
• Own the coordination and delivery of BAU requests.
• Demonstrate a deep understanding of technical, business and industry knowledge to influence platform strategy in consultation with the business, articulating business outcomes in technical language and technical requirement in business language.
• Work with the business to optimize use of the Contact Centre Technology
• Proactively contribute to the platform prioritization processes to establish contact centre roadmap for the medium to long term in consultation with the business.
• Negotiate conflicting priorities across BUs to achieve a common outcome which delivers best value to Group
• Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints and issues and incidents
• Act as the business advocate and the voice of the customer for Service Management meetings & initiatives
• Act as a conduit between business and contact centre technical teams for BAU and escalations

Your skills & experience:

You ideally will have proven:

• A deep industry and technical knowledge of:
• World leading Multi Channel Contact Centre technology
• Experience with Genesys Engage Cloud configuration
• Banking Customer Service Channels
• Service Management methodologies
• Technical Optimisation configuration experience
• Solid understanding of Contact centre operations and technology
• Experience in agile methods at scale, experiment -driven innovation, and a measurement culture.
• Ability to interpret complex subjects and architectures, and recommend simple choices,

Highly regarded

· Experience with SQL data base queries is desirable

· ITIL Certification

· Scrum Master or PSPO training or certification

If you are interested in this opportunity, please email your updated CV to [HIDDEN TEXT]

Job tags

Salary