Senior Operations Engineer

$80,510 - $107,340/Yr

Lumen Technologies - Indianapolis, IN

Full-time - Mid Level

Remote - Indianapolis, IN

Telecommunications

About the position

Lumen is seeking a highly skilled Senior Operations Engineer for ContactEngine to design, develop, and maintain automated customer journeys using the ContactEngine platform. This role involves collaboration with various teams to gather requirements, implement journey logic, and ensure high availability and performance of customer interactions. The engineer will also participate in Agile/Scrum processes and stay updated with best practices in customer journey automation.

Responsibilities

• Design, develop, and maintain automated customer journeys using the ContactEngine platform.
• Collaborate with business analysts, customer experience teams, and other stakeholders to gather journey requirements.
• Develop and implement journey logic, communication templates, and integration points.
• Troubleshoot and resolve issues in journey execution, ensuring high availability and performance.
• Conduct code reviews and provide feedback to ensure best practices are followed.
• Document journey processes, communication flows, and technical specifications.
• Stay updated with the latest developments and best practices in customer journey automation.
• Ensure compliance with security and data privacy standards in all journey processes.
• Participate in Agile/Scrum development processes and contribute to sprint planning, reviews, and retrospectives.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3+ years of experience in customer journey development and automation.
• Proficiency in using the ContactEngine platform or similar journey automation tools.
• Strong understanding of customer communication channels (SMS, email, voice, chat).
• Experience with API integration and web services.
• Proficiency in Java, JavaScript, HTML, CSS, and other relevant technologies.
• Experience in HTML maintenance for email campaigns, with a strong understanding of responsive design to ensure optimal viewing across devices.
• Knowledge of data mapping, data transformation, and data integration techniques.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills.

Nice-to-haves

• ContactEngine certifications or training.
• Experience with other customer journey platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Manager).
• Knowledge of CRM systems and customer data management.
• Experience with AI and machine learning in customer journey automation.
• Understanding of UX/UI principles and design.
• Familiarity with database technologies and SQL.
• Experience in a related industry such as telecommunications, utilities, or retail.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling options
• Professional development opportunities
• Employee discounts
• Wellness programs