Senior Engineer, Technical Support (SMAC)

Job Description

Senior Engineer , Technical Support What you ll achieveAs Program Manager in Social Media Support, you will be responsible for the successful delivery of programs involving Customer Engagement, Listening, Analytics and Business Insights to drive improvement in Key Performance Indicators. You will be responsible to develop capabilities that drive better customer handling, reduce agent effort and improve overall scaling. This role will involve working with Business Leaders, Operations Team, Key Stakeholders to understand requirements and advise the right capabilities in the technology space.You will:
• Be responsible for building intelligent chat bots which can understand customer queries and provide accurate troubleshooting and resolution steps to the customer.
• Be managing Sprinklr capabilities for efficient queue management within the Social Media support environment. Capability development involves the design of the overall solution, configuration of the tool managing Sprinklr Consultants and their deliverables.
• Be a key advisor to the Social Media leadership team to recommend north star capabilities in the tool. You will drive roadmap discussions with vendor Sprinklr and track deliveries.
• Be a part of all business process changes discussions to understand the technology/tool requirement and build process flows for tool configuration.
• Lead day-to-day break-fixes, trouble tickets tracking, root causing, build efficient solution improvements. You will be the go-to person for all engagement tool downtime or real-time problems
Take the first step towards your dream careerEvery Dell Technologies team member brings something unique to the table. Here s what we are looking for with this role: Essential Requirements
• Background in Engineering, aptitude to learn technical problems, design and architecture.
• Experience of 6-8 years in product management, business analysis, requirement documentation, workflow design etc will be helpful in this role.
• Candidate should have problem-solving skills, logical troubleshooting abilities, a structured approach to manage a product and capabilities.
Desirable Requirements
• MBA from a prominent Business School will be an added advantage.
• Champion in Dell values Customer Focus, Result Oriented, Take Ownership.
Here s our story; now tell us yoursDell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.What s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.We started with computers, but we didn t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what s next in technology, starting today.You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here . Application closing date: 30 - Apr-22 Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .,

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