Quality AND Reliability Engineer

Job Description

Role Description:

• Responsible for end-to-end quality and reliability of the Message Client experience, with a particular focus on EMEIA languages and locales. 
• Establish and maintain relationships with key cross-functional partners, including business owners, Client Services, and other IS&T teams. Partner with QE to understand production test strategy for evaluating and maintaining customer experience across established and emerging locales and channels. Agree a feedback loop with QE team and review regularly, taking into account production incidents, new functionality and lessons learned.
• Focus on customer experience for EMEIA locales and channels - how are Client customers engaging with, and using, Message Client content. Where you identify customer experience as sub-optimal, work with cross-functional teams to improve quality and reliability. Influence for improvements based on a solid understanding of expected and desired experience across Message Client Entry Points.
• Stay aware of projects and initiatives impacting the end-to-end Message Client experience. Work with responsible teams to protect and enhance the experience. Act as a primary partner to EMEIA business teams. Build an understanding of their priorities and challenges as input to your quality and reliability strategy. In case of a significant production incident during EMEIA hours, act as the first point of contact and keep key stakeholders updated on issue resolution.

Initial Primary Responsibilities:

• Build and maintain a deep understanding of the end-to-end Message Client Solution, including Genesys multi-media which is a crucial part of Message Client Live Chat flow. Understand monitoring and alerting in place for each component and regularly assess for efficacy and comprehensiveness to preserve customer experience.
• Use operational tools to monitor performance against expected behaviour of each component, identifying trending issues and escalating any issues to appropriate team(s). Follow progress and work with appropriate team(s) to root cause identification and resolution for each issue. Look for improvement and automation opportunities to preserve and enhance customer experience. Maintain lessons learned documentation and look for opportunities to improve quality across the E2E solution, components and teams from those lessons learned (i.e. reusability of each lesson). Maintain awareness of non-critical P2/P3 incidents impacting EMEIA locales. Work with support teams to mitigate the issues as quickly as possible and identify root cause, putting remediation processes and changes in place to avoid repeat occurrences. Communicate updates to key stakeholders.
• Acting as the Message Client SME and DRI for critical P0/P1 incidents impacting EMEIA locales across the E2E solution, working with support teams to mitigate the issue as quickly as possible. Work with appropriate team(s) on root cause identification and resolution for each issue, putting remediation processes and changes in place to avoid repeat occurrences. Communicate updates to key stakeholders. 
• Key skills are leadership, ownership, the ability to innovate and drive for results with minimal supervision.
• Technically, this is an E2E Client solution that includes a number of different technologies, but experience in contact centre technologies would be a plus - Genesys, NLP, CRM.  Experience in Splunk and other operational and monitoring tools would also be preferred.