CX Tech Engineer

CX Tech Engineer

eTeam Workforce Pte Ltd
Not Specified
Not Specified

Job Description

Job Description

CX Tech Engineer - Senior Developers
based in Malaysia

Senior Developer is responsible for Customer Experience technology development and service delivery on proactive monitoring, observability, and service level objectives, and driving SRE mindset across CX technology squads. This role also involves technology initiatives and innovation and delivering new tools to improve customer experience.

The candidate should have a passion for great customer experience and customer support excellence, automation, and Agile in all its dimensions. The candidate should possess a solid track record of technology delivery and support, as well as proactive problem management. The candidate should have some background in Engineering to apply Engineering practices to Operations, hence driving problem-solving and critical thinking to resolve customer challenges and production problems in an engineering fashion. The candidate would have a strong knowledge of SRE and Agile delivery practices, as well as a disciplined approach to planning, executing, and development.

The candidate leverages a strong technical background to translate regulatory, business and customer needs into either a working solution or a technical specification. The person will work closely with the Customer Journey Expert (CJE), Business Analyst, Scrum Master and align to Product Owner to develop and deliver the solutions. The candidate shall understand the priorities, manage and groom the backlogs.

The role will require ongoing engagement with Technology Platform teams, Country Technology team, and/or Business teams to manage development efforts, create a customer-first mindset and effectively implement customer journey deliveries which lead by the CJE.

  • Work closely with Agile Delivery and Operations teams to develop and deliver of best-in-class services and solutions for key markets.
  • Support the product vision, strategy and roadmap, and delivery of product KPIs in continuous alignment with CPBB CX Tribe Vision.
  • Effectively support Tech Leads in multiple stakeholder demands and expectations while maintaining quality and delivery services.
  • Effectively take ownership of working with other Technology Engineers and ensure delivery via collaboration and transformation mindset.
  • Implement automation and no toil across service delivery process and operations, and implement self-healing wherever feasible.
  • Engage with Technology Leads, Operation Leads, and Architects to determine the strategic direction in terms of service supportability.
  • Support and follow with the delivery process and quality standards within the team, advocate delivery excellence, ensuring release quality.
  • Documents project artefacts, contributes and publishes standards and procedures.
  • Identifies and recommends new technology or practices that will add value to the organization in terms of performance and cost.
  • Undertakes continuous improvement by contributing to the practice and domain internally and within cross-function teams.

  • Established professional with 7 or more years working across the Technology Delivery and Product Engineering.
  • Communicator with the ability to lead and influence the direction and strategy of the CPBB CX Tech organization.
  • Self-starter, capable of working without direction, and able to deliver customer-obsessed support.
  • Excellent problem analysis and resolution abilities.
  • Multitasking ability, good communication, and time management skills.

  • Have 7&plus years of experience developing and scaling complex software environments for web services / applications.
  • Working experience on SRE, Observability, and Monitoring is a plus and the priority.
  • Working experience in software and database development using Java, J2EE, Postgres, SpringBoot / Apache Libraries, Postgres, Influx DB, API.
  • Hands-on experience with enterprise monitoring tools, such as ITRS/Geneos, Grafana, ELK stack, Telegraf, etc.
  • Hands-on experience in automation by using scripting such as Shell scripts, JavaScript, Python, etc.
  • Working experience in Agile methodology, and good Knowledge in DevOps pipelines (Jenkins, Bitbucket, etc.)
  • Good knowledge of the OCP environment. Containers, Dockers, Microservices will be added advantage.
  • Good knowledge in application servers/containers JBoss Fuse, Apache Tomcat, WebSphere.
  • Good knowledge of AWS Cloud build and maintenance, including automation by using scripting.
  • Application performance tuning, performance analysis and tuning, analysing performance metrics.
  • Background or involvement in various disciplines such as automation, planning, strategy, execution is an advantage.
  • Good Knowledge in JSP, JMS, Struts, Oracle, DB2, SQL, Stored Procedures, Linux, Spring, Hibernate, Web services, and Angular JS/jQuery.

(Need one candidate on this)
  • Proven experience as a Data Scientist or Data Analyst
  • Good knowledge of Predictive Monitoring using Artificial Intelligence & Machine Learning will have an advantage.
  • Knowledge of R, SQL and Python familiarity with Scala, Java or C&plus&plus is an asset
  • Experience in design and development of data analytic tools for predictive analysis and monitoring, experience on AWS various services is a plus.

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