Job Description

SUMMARY

As Senior DevOps Engineer you will design, configure, implement and support DHL\xe2\x80\x99s 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 primarily involve presenting to or influencing business partner representatives or vendors
• 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.
• May oversee the completion of projects and may contribute to employees\xe2\x80\x99 professional development
• Acts as Technical lead of development teams on issues of performance, tools, and standards; steering the development process, reviews, and knowledge sharing, managing progress on tasks, and auditing results and outcomes

WHAT YOU SHOULD HAVE

• Minimum 5 years of 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.
• Knowledge of Genesys Cloud App Foundry is a plus.
• 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
• Flexible Benefits \xe2\x80\x93 Customized According to Individual Needs
• On-Going Professional and Technical Training and Certifications
• A Multicultural Environment in Modern Offices
• Choose Any Day for Your Vacation from Earned Public Holiday (Saturday and Ad Hoc)
• Smart Casual Everyday
• Global Internal Job Opportunities Available Within DHL Group
• Unlimited Outpatient Medical
• Home Office Possibilities

Sounds good? Start your application now!

ABOUT US - DHL IT Services

IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to DHL Group:

• Supports over 260,000 DHL Group e-mail users;
• Runs more than 7700 servers;
• Supports more than 2000 global services and applications;
• Processes 9 million shipment information messages per day;
• 200000 man-days per year of a development application.

Apart from being more than 5,000 highly skilled IT professionals with an intimate knowledge of logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents \xe2\x80\x93 Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn, Berlin and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).

You would be part of over 1800 highly skilled IT professionals working in a friendly, multicultural environment of 25 nationalities in Cyberjaya.

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DHL