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Senior DevOps Engineer (CCaaS)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, Chennai and Americas have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about SaaS, Cloud technologies and Customer focus. Our Telephony Solutions team is continuously expanding. No matter your level of DevOps Engineer proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #CCaaS #Genesys#WFM

Grow together

As Senior DevOps Engineer you will design, configure, implement and support DHL’s CCaaS Platform and Services. It includes Genesys Cloud CCaaS, PBX, IVR, CTI, Dialer, Omni-Channel, Call Recording, SBC and VoIP/SIP Endpoints. As Senior DevOps Engineer, you will provide subject matter expertise around specific technologies within this portfolio.

The Senior DevOps Engineer will provide technical guidance to other members of the Contact Center development team and will interact with multiple levels of leadership within IT as well as business stakeholders.

As a member of the EXPSD Telephony Solutions team, you will provide advanced level technical support including design, configuration, troubleshooting, implementation, support, and problem management.  You will coordinate with vendors and cross functional teams regarding contact center applications. You will research, evaluate and recommend communications options in services, systems and emerging technologies as needed.

Your commitment to continuous learning will be evident as you expand your application knowledge. Additionally, you'll contribute to projects throughout their lifecycles, actively seeking opportunities for efficiency improvements.

In essence, your role combines technical expertise, strategic insight, and collaborative efforts, ensuring seamless operations and fostering innovation.

Ready to embark on the journey? Here’s what we are looking for:

As a [Senior DevOps Engineer], having [Active Genesys Cloud Certification] is a huge plus. Minimum 5 years of experience in Contact Center Environment working with Genesys Cloud platform and its capabilities will also be an integral part of this role. Knowledge of AI tools in Contact Center Space or Contact Center AI Platform (CCAI) or Genesys Cloud AI will be a huge plus.

You are a Genesys Cloud Platform aficionado; therefore you have a good understanding of CCaaS, omnichannel architecture, Workforce Force Management (WFM), Queuing/Routing, Call Flow, Conversational flows using Genesys Cloud Architect, SuccessKPI, Genesys Cloud App Foundry and Outbound Dialer Campaigns.

You are able to work independently, prioritize and organize your tasks under time and workload pressure. Working in a multinational environment, you can expect cross-region collaboration with teams around the globe, thus being advanced in spoken and written English is definitely required. Additionally, Spanish language knowledge is also required for the role due to specific requirements from the region.

Great Team

Hello, I'm Anuj, the Team Manager at DHL Information Services. I embarked on my DHL journey in 2015 as a Principal Application Support Specialist in Telephony domain. In 2019, I moved to an Architect role overseeing Telephony solution portfolio. Later, in 2024 I became Manager of CCaaS DevOps team, where my team is delivering and supporting multiple CCaaS Deployments across the globe. We have a dynamic team of international members across Prague, Malaysia, and Costa Rica. I look forward to welcoming you aboard and having you contribute to our ongoing success. You will be working with very skilled team who are maintaining wide range of technologies including on-prem solutions and cloud-based application. Welcome to the team!