Job Description

Entity: Technology
Job Family Group: IT&S Group
:
As an Enterprise Technology Engineer - Genesys (Junior Engineer), - Technology Support Specialist, you are a technology service expert providing bp with capabilities in the definition, and operation of critical IT services. The role uses knowledge of both traditional concepts and site/software reliability principles and operational support techniques.
Our Enterprise Technology Engineers run the delivery of services from internal squads or external providers to ensure business performance in line with agreed, SLOs, IT outcomes and levels of risk and resilience. You ensure operational integrity and operational compliance with appropriate regulatory and internal standards. You are familiar with DevOps based models as well as traditional outcome-based services and are skilled in collaborating with multidisciplinary teams to identify and resolve customer pain points, inefficiencies, and blockers to delivery velocity. You are a skilled vendor manager, able to hold suppliers account for the quality of their delivery.
You thrive in a culture of continuous improvement. You are curious and improve your skills through continuous learning of new industry technologies, trends & methods, applying knowledge gained to improve bp standards and the capabilities of the Enterprise Technology Engineering Community!
This role will be supporting the Genesys Cloud service and its users as a Genesys Cloud administrator in the ASPAC region - primarily the Kuala Lumpur, Australia and New Zealand operations based in Malaysia and India.
Genesys Cloud is a cloud-based contact center platform and routing engine, handling customer interactions for bp's Finance organization across the globe.
Scope of this role includes:
change requests required for effective routing of customer interactions daily
enhancements requested by operational teams in the system regularly (i.e., scheduling)
user education
ongoing user org projects for bigger enhancements, transitions to the platform along with the developer, solution, and process streams
daily engagement with supported operations in Kuala Lumpur and Pune
regular engagement with suppliers
Key accountabilities
develop, test, implement improvements to the Genesys Cloud product.
Collaborate extensively with wider Digital technology teams, suppliers, and stakeholders to resolve incidents, requests, and problems.
Assure the safe application and adoption of new and updated technologies into the environment.
Manage process and system improvements, identifying, and implementing continuous value improvement plans for enterprise technology engineering and ensure best practice is shared across the team.
Essential experience and job requirements:
expertise and firsthand knowledge of any Genesys technology
understanding email architecture, telephony platform and integration into CRM platform (Salesforce).
Bachelor's or master's degree or equivalent experience- subject agnostic based on experience.
3+ years' experience in scaled Service Delivery Roles with experience handling software vendors or outsourced service providers alongside internal teams.
Knowledge of ticketing systems, preferably Service Now
Experience participating in IT led projects and cross-team projects.
Agile experience participating in scrums.
Broad experience contributing and collaborating to assist design, plan, implement, maintain, and document services and solutions.
About bp
bp is a global energy business with a purpose to reimagine energy for people and our planet. We aim to be a very different kind of energy company by 2030, helping the world reach net zero and improving people's lives. We are committed to creating a diverse and inclusive environment where everyone can thrive. Join bp and become part of the team building our future!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Travel Requirement No travel is expected with this role
Relocation Assistance: This role is not eligible for relocation
Remote Type: This position is a hybrid of office/remote working
Skills: Change Requests, Collaborating, Continuous Improvement, Improvement Plans, Operations Support, Quality, Resilience, Service Delivery, System Improvements
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp's recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please .
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

Skills Required