Adobe’s Customer Experience team goal is to delight millions of customers by advocating for improved experiences and supporting customers when they need help.
Through our online resources, communities, and 1 : 1 care, our team engages with a broad global customer base, from individual consumers to Fortune 100 enterprises.
We are looking for a Senior Computer Scientist (senior developer) for Omni-Channel Tools team in Customer Experience Services organization who would play a technical leadership role for the rapidly growing omni-channel (chat & voice) support platforms.
You will partner with Business teams to understand business problems, develop and deliver the right technology solutions and maintain existing technologies for the omni- channel platform.
You should have a demeanor to deep understanding of how chat and messaging systems function and interact with other applications and platforms.
You will be responsible for implementing engineering solutions working with vendors, system integrator and other internal organizations within Adobe.
You will need to understand how the Customer Experience Technology functions in a highly distributed on-prem and cloud environment.
You will have a passion for technology, process and efficiency and have proven a genuine sense of curiosity and a keen desire to work through sophisticated technical challenges at enterprise scale.
Your knowledge of the customer experience landscape and industry trends will be vital for this role.
What you'll Do
Drive key initiatives taken up by the organization and be responsible for design, implementation, delivery and support of various applications which are used to support Adobe customers and products
Understand business requirements and communicate technical solutions in business language
Implement real-time integration of voice & chat support platform with CRM systems such as CRM Dynamics
Design loosely coupled microservices using messaging systems such as Kafka or ActiveMQ
Develop microservices in Azure or AWS cloud using container technologies such as Docker & Kubernetes
You will estimate efforts for feature delivery at both the high-level & detailed level
Triage production issues quickly, perform root cause analysis, define resolutions, work with operations teams to deploy any hotfix in production
Participate in design reviews & code reviews to provide guidance adhering to architecture and security guardrails
Share feedback & seek opportunities to improve software quality
Be forward looking regarding new features and other technology or tooling that bring new opportunities for efficiency, productivity and development gain across the entire support ecosystem
What you need to succeed
Bachelor of Science preferably in Computer Science or Computer Engineering
Hands-on development experience using client-side technologies; Experience working with REST based web services or other server-based APIs
Experience in CI / CD and DevOps using Github, Jenkins & Selenium, AWS, Azure, Kubernetes, Docker, APM, Monitoring & Alerting tools such as Datadog, Runscope, NewRelic, Prometheus, Grafana, Splunk
Preferred experience in AI, ML and BOT / NLP automation
Excellent communication, interpersonal and collaborative skills
Entrepreneurial self-starter - you naturally take ownership, look for opportunities, and drive initiatives
Excellent knowledge of the best development practices; Proven ability to learn new technologies quickly
Familiar with design patterns and web application architectures
Computer Telephony Integration (CTI) solution design, development and maintenance
Preferred experience in cloud contact center OmniChannel platforms such as Genesys PureCloud or Amazon Connect
Configuring and developing IVR contact flows, queues, ACD configuration, call / chat routing, workforce management and Voice / Chat Bots
Familiar with protocols such as WebRtc, UDP and WebSocket
Familiar with agile development methodologies such as Scrum