Job Location: Bangalore
Role Overview:
As a member of the Customer Success team, and reporting into the Director of Technical Operations, this role is responsible for defining and delivering business system requirements of the support contact center technology platforms. These platforms include the support ticketing system, telephony, support website, and system integrations. This will require effective engagement and collaboration across multiple internal technical teams and business stakeholders.
This is a remote position in INDIA. We will only consider candidates currently in INDIA and are not offering relocation assistance at this time.
About the role:
- Understand the needs of the support business and opportunities to be solved with technology.
- Work in a fast-paced, deadline-driven environment, with the ability to work quickly and on multiple projects at a time.
- Document detailed system requirements based on discussions with business users.
- Partner with technical teams and architects on proposed solutions and delivery of requirements from conception to release.
- Perform and coordinate user acceptance testing for all releases.
- Provide support on delivered solutions during major incidents as needed.
- Participate in business administration and production support activities as needed.
- Collaborate with Program Management to report on status of projects and address any risks that arise in delivery.
About you:
- You have excellent written, verbal, and organizational skills to coordinate multiple simultaneous projects and multiple stakeholders.
- You have an ability to form relationships at various/multiple levels.
- You have excellent problem-solving skills.
- You have a curious mindset and an investigative nature.
- Your background includes 5+ years of designing and delivering software solutions, preferably in an Agile environment.
- Your experience includes implementing solutions across support technology domains, such as CRM, ticket management, contact center, telephony, or websites.
- Your platform expertise preferably includes any of: Oracle B2B Service, Oracle Visual Builder, AWS Connect
#LI-REMOTE
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We’re serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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