Technical Lead (Infraestructura Tecnológica Contact Center) - Assisted Channels (Openbank) Location: Madrid, Spain
WHAT YOU WILL BE DOING We are the 100% digital bank of the Santander Group and we are currently undergoing a technological transformation and international expansion process. In 2017, we kicked off our relaunch plans and have been continuously expanding and growing ever since, especially when it comes to technology. We work in a start-up format, using agile methodologies to take our customers' experience to the next level. In 2019, we launched in the Netherlands, Germany, and Portugal, recently followed by Argentina, with other countries currently in the pipeline.
Our culture sets us apart from the rest; social and diversity clubs are part of our essence and day-to-day culture. We are a flexible and fast adapting team currently working remotely most of the time using all kinds of communication tools - we've barely noticed the change!
Mission and Responsibilities: The Technical Lead serves as a primary lead to bridge how Technology works from both a business and a technical perspective to what Business and other partners want to achieve.Teams up with Technical Product Owners to translate business requirements into technical specifications and closely works with software developers and QA analysts to develop logical technical processes, end-to-end software, release code, and solve issues.Generates and reviews requirements, specifications, and technical design documents that respond to user stories and projects specifications formulated by Technical Product Owners or other bank stakeholders.Partners with DevOps and developer teams to build system functionality and quality attributes.Supports on-demand DevOps teams to design technical solutions, ensuring adherence to standards and best practices.Provides clarifications and solves issues within and across the teams on specific architectural topics.Responsible for technical validations, performance testing, and automated testing validations.Participates in system and user acceptance testing efforts.Supports on software releases and production issues fixing.What are we looking for in this position? Studies related to IT, Telecommunications, or related fields.5+ years of experience in Genesys Engage Contact Center projects implementation & execution as a Senior engineer, including:SW installation & configuration.Functional requirements understanding for technical implementation.Applications: Routing strategies design (IRD), Outbound Contact Server, Self-service (IVR, BOTS) and Workspace desktop & web edition.Reporting services: Real-time and historical reporting (Pulse, Infomart).Third-party integration: Desktop integrations and Genesys API/SDK knowledge.Nice to Have: Experience in Workspace Desktop API development, Genesys Cloud/Multicloud experience and/or AWS API deployment knowledge.Genesys Certified Professional.Strong risk assessment, problem resolution, negotiation, and influencing skills.Must have the ability to research, analyze, make business decisions, and defend recommendations at the highest management levels.High level of English and Spanish.What do we offer? Joining a dynamic and agile company undergoing international expansion.Working in start-up mode with the support of the Santander Group.Competitive remuneration and attractive benefits package.Possibility of growth within the company and the Group.Collaborating on international projects in different countries.Excellent work environment, social clubs, and frequent events (virtual at present).Would you like to grow with us? Join our team!
Openbank is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership, nor disability status. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.
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