Senior Operations Engineer

at Lumen in Augusta, Maine, United States

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications quickly, securely, and effortlessly. Together, we are building a culture and company from the people up committed to teamwork, trust and transparency. People power progress.

Were looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Lumen is seeking a highly skilled Senior Operations Engineer for ContactEngine to design, develop, and maintain automated customer journeys using the ContactEngine platform. The ideal candidate will collaborate with business analysts, customer experience teams, and other stakeholders to gather journey requirements, develop and implement journey logic, communication templates, and integration points. Responsibilities include troubleshooting and resolving issues in journey execution to ensure high availability and performance, conducting code reviews, and documenting journey processes, communication flows, and technical specifications. The role also involves staying updated with the latest developments and best practices in customer journey automation, ensuring compliance with security and data privacy standards, and participating in Agile/Scrum development processes.

Location and Schedule

This is a Work From Home position in the United States.

The Main Responsibilities

+ Design, develop, and maintain automated customer journeys using the ContactEngine platform.

+ Collaborate with business analysts, customer experience teams, and other stakeholders to gather journey requirements.

+ Develop and implement journey logic, communication templates, and integration points.

+ Troubleshoot and resolve issues in journey execution, ensuring high availability and performance.

+ Conduct code reviews and provide feedback to ensure best practices are followed.

+ Document journey processes, communication flows, and technical specifications.

+ Stay updated with the latest developments and best practices in customer journey automation.

+ Ensure compliance with security and data privacy standards in all journey processes.

+ Participate in Agile/Scrum development processes and contribute to sprint planning, reviews, and retrospectives.

Job Duties

+ 5% Perform QA planning

+ 10% Participate in the solution design

+ 55% Develop journeys, communication templates

+ 20% P