Automation Engineer

Job Description

Automation Engineer

O.C. Tanner Automation Engineers (AE's) surprise and delight internal and external customers by developing automated services to solve repeat business problems specifically related to the contact center recipient inquiries. Using technology best practices, AE's provide workable solutions to help solve complex business/workflow challenges. Partnership with internal team members and cross functional teams are key to the success of this role. This position resides in the Client Success Department with close alignment to the technology teams.

Responsibilities:

• Develop automated self-service solutions for frequent contact center inquiries:
  
  • Award tracking and program related queries (track my order, place my order, point balance, and program eligibility/rules) with automated connection to chatbots.
  • Developing connections to phone self-help automation including track my order, place my order, point balance, and program eligibility/rules.
  • Displaying tracking links for YB orders in emails (replace the O.C. Tanner weblink and access code with an accessible tracking link - will require additional IT team collaboration).
  • Displaying 'sure post' links for physical gift card tracking in emails (will require additional IT team collaboration).
  • Assessing additional priorities after the above have been resolved.
• Complete analysis, programming, and configuration of end user applications and/or systems software including:
  
  • Analyzing detailed business/functional/technical requirements and specifications for the application
  • Coding internally developed applications and/or configuring commercial-off-the-shelf (COTS) applications using programming, scripting, and database languages
  • Supporting application testing, deployment, maintenance, and evolution activities by correcting programming errors, responding to scope changes, and coding application enhancements
• Build APIs with SQL and JSON queries to enable use of bot automation within the call and email software. Build integrations using technology that will allow for easy integration in the event a new omni-channel provider is selected.
• Analyze, troubleshoot, and resolve technical issues related to projects listed above.
• Collaborate with internal teams to optimize, align and integrate processes; work with business users to integrate applications/processes as appropriate.
• In collaboration with the RX team leadership, manage and prioritize issues using Sprint / Kanban boards.
• Effectively communicate with the business regarding the status of issues and projects.
• Connect with Process teams to ensure documentation, training and processes align with developed integrations.
• Responsible to understand the current processes, gather requirements, investigate potential solutions, analyze impact, communicate with stakeholders, and implement solutions.
• Other responsibilities as assigned

Job Requirements

Education/Work Experience:

Computer Science Degree or equivalent work-related experience.

Skills/Way of Being:

• Familiarity with:
  
  • coding languages
  • scripting languages
  • Data Markup
• Agile development methodology
• Strong interpersonal and professional communication skills
• Ability to manage multiple complex projects and prioritize competing priorities
• Ability to work both independently and as part of a team
• Comfortable working in a fast-paced environment and adapting to shifting conditions, priorities, or deadlines
• Meticulous and detail oriented in their work