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.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re 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.
Legal Statement
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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% Perform manual testing. Demonstrate capability to Product Owners.
- 10% Production support
What We Look For in a Candidate
Required:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 3+ years of experience in customer journey development and automation.
- Proficiency in using the ContactEngine platform or similar journey automation tools.
- Strong understanding of customer communication channels (SMS, email, voice, chat).
- Experience with API integration and web services.
- Proficiency in Java, JavaScript, HTML, CSS, and other relevant technologies.
- Experience in HTML maintenance for email campaigns, with a strong understanding of responsive design to ensure optimal viewing across devices.
- Knowledge of data mapping, data transformation, and data integration techniques.
- Strong problem-solving skills and attention to detail.
- Excellent communication and collaboration skills.
Preferred:
- ContactEngine certifications or training.
- Experience with other customer journey platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Manager).
- Knowledge of CRM systems and customer data management.
- Experience with AI and machine learning in customer journey automation.
- Understanding of UX/UI principles and design.
- Familiarity with database technologies and SQL.
- Experience in a related industry such as telecommunications, utilities, or retail.
Compensation
The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$80510 - $107340 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$84740 - $112980 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$88980 - $118630 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$93210 - $124280 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 335343
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
