Engineer position will be responsible for developing the online support
strategy for Chat along with supporting execution of the support experience
across all Lenovo Sales, Social Media, & Community, and PC support teams.
Analyzing the requirement and Designing an optimal solution which
benefits the business
Developing and coding in order to fulfil the business requirements
for the new and existing assignments
Involve in preparation of Functional and Technical Design
Impact Analysis, Design test plans, scenarios, scripts required
for the Oracle Application components for consumer side enhancements
Code Review, System Integration Testing, Functional Testing &
Regression Testing Application enhancement and development related to
UAT Support for Business Team
Release planning and deployment
Oracle RightNow chat and email solution enhancement and
optimization for global contact centers.
Design and implement social monitoring and engagement functions.
Design and enable knowledge management functionality to strong
support agent interaction with customers.
Oracle RightNow system config, test and troubleshoot.
Define and document the detailed business solution designs for
contact center solutions.
Partner with global business teams on creation and execution of
User Acceptance Testing.
Ensure timely and accurate generation of all reports, consistency
and standardization amongst the various types of reports and databases.
Provide system training to key user and operation team.
Provide postproduction support with operation team.
Support Multi-channel communications cost optimization.
At least 2 years work experience with Oracle RightNow technologies.
Require strong skills and knowledge around Contact Center cloud
RightNow (Oracle Service Cloud), PHP, .NET, Java script Desirable
Technical Skills RightNow (Oracle Service Cloud), PHP, .NET, Java script,
Profound business knowledge in contact center "best
Bachelor’s degree or above in computer science, engineering,
business, or related degree.
Experience with Powerfront (desirable)
Excellent communication and analytics skills. Good team player.
Fluent in English, both spoken and written.
Fluent in Chinese, both spoken and writing would be a plus