As part of E360, One Voice team has a very broad Infrastructure portfolio which includes:
- Providing network connectivity services (Core routing & WAN, wireless, wired, VPN, firewalls, load balancers, DNS, etc.) for 580 sites globally, including Microsoft’s large corporate campuses.
- Managing 90 contact centers, ensuring that 36 million calls to Microsoft are delivered, and driving new capabilities, like speech to text translations for these calls.
- Moving line-of-business workloads to Azure and partnering with the Azure team on the features and functionalities required for a modern enterprise, with a focus on customer experience and security.
- Providing shared lab services for more than 40 labs and 4 legacy datacenters, while driving these workloads to Azure.
- Playing a significant part in driving the strategic vision and implementation of new and existing prioritized investments across Microsoft to increase our capabilities to function as modern enterprise and continue our digital transformation.
Microsoft’s E360 is seeking a Service Engineer to influence and lead the design, buildout, and support of our next-generation customer care solutions, through a wide variety of Microsoft (1st party) and 3rd party platforms/features/services in a global arena. You will work with a team of engineering and business professionals providing requirements to support building, deploying and managing solutions to meet diverse Contact Center business needs. You will have working knowledge of a broad range of customer contact technologies, including voice/data network infrastructure, voice/media routing platforms and the applications that provide the end-to-end capabilities for various support scenarios.
This role will focus on every phase of the product service lifecycle while overseeing the transformation from legacy regional platforms and localized processes to newly designed processes that intersect with our global cloud ecosystem. This Service Engineer position will be partly responsible for driving LiveSite transformational activities to ensure our voice and data platforms remain healthy and build a Production Engineering framework to support these services on a new cloud ecosystem.
These services will be delivered over various technologies, including MPLS networking, Virtual Private Networking, SIP Trunking, SBC’s/Voice Gateways, Skype for Business, Microsoft Azure, Genesys applications and other platforms. The complex integration between these technologies requires a Service Engineer that can handle ambiguity well while driving pertinent long-term design and support strategies that meet the high availability requirements that our business stakeholders demand. A proven track record in challenging the status quo, thinking out of the box, and applying critical thinking abilities are a plus.
Responsibilities
Key responsibilities:
- Trusted Advisor – Advises on customer, business, and technical requirements. Uses expertise to design components of a service support architecture, and blends this with operability & customer scenarios that meet expected standards and KPIs, such as quality, cost, and customer satisfaction.
- Cross Team Collaboration – Advises on and incorporates industry standards and best practices into Service Designs to create high-performance, manageable, and consumable services.
- Knowledge on Next-Generation Contact Center Telephony Solutions – Brings good industry
- knowledge which hastens the ability to grasp the region’s technical initiatives and business needs and drives them forward.
- Setting Standards – Partners in defining the standards of how platforms will integrate and deliver the capabilities required by our various business stakeholders.
- Strategic Thinker – Aids in envisioning the future needs of the region and executes towards it all while possessing the willingness to challenge the status quo and push for the right solutions.
- Participates in Developing the Services Lifecycle – Reviewing customer requirements, designing/building integrated solutions on new or existing technologies, supporting deployment/implementation, and providing ongoing technical support of the solution(s).
- Drives Cost Savings – Identifies cost saving opportunities for consideration by the engagement services team and takes accountability in delivering committed savings.
- Supplier Partnerships – Partner with various 3rd party voice, data and cloud service providers to define detailed connectivity requirements between the various applications/services in the portfolio.
- Internal Partnerships & Regional Representative – Partner with internal Microsoft teams to leverage and integrate Microsoft technology into the service portfolio. Additionally, represent CCIS Service Engineering, in region, to ensure supporting a follow-the-sun operational model.
- Multitasking & Prioritization – Manage multiple efforts simultaneously to deploy and support the business services across the greater Asia region.
Qualifications
- Knowledge, experience and skills/Qualifications:
- Knowledge of Voice and/or Data Networking technologies
- Experience working in an agile, experimentation-oriented environment
- Ability to collaborate, communicate, and effectively influence a wide spectrum of people in business and technical domains
- Experience with and conceptual understanding of solution design with Cloud Platforms such as O365, Azure and AWS
- Strong scripting, programming, and/or analytical skills
- Successful experience with managing engineering and technical deployment efforts
- Strong interpersonal and communications (verbal and written) skills in English
- Demonstrated decision making and problem-solving skills.
- Ability to analyze, interpret, and communicate data to uncover opportunities for improvement.
- Leveraging telemetry to drive sustained improvements across service health programs
- Ability to collaborate, communicate, and effectively influence a wide spectrum of people in business and technical domains
- BA/BS in Engineering, Computer Science, related business disciplines – or, equivalent work experience
Location: Hyderabad
Company: Microsoft
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