Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Software Engineer designing and implementing software solutions for T-Mobile's Contact Center. Collaborating with cross-functional teams to ensure operational stability and support customer requirements.
Responsibilities
- Develop software solutions that support engineering projects and meet customer requirements
- Collaborate with technical teams to deliver effective technical solutions and continuously learn new technologies
- Create clear documentation for software code, system designs, and business requirements
- Contribute to technology strategy by understanding current technologies and supporting business goals
- Present innovative ideas to improve systems, processes, or services based on industry research
- Configure, support, and enhance Microsoft Dynamics 365 CCaaS solutions
- Execute functional, integration, regression, and UAT testing for contact center features
- Validate call flows, routing logic, agent experiences, and system integrations
- Troubleshoot platform, configuration, and integration issues; assist with root-cause analysis
- Support assigned delivery workstreams and deployments across non-prod and prod environments
- Document configurations, test results, and operational procedures
Requirements
- Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent
- Acceptable areas of study include Computer Science or Engineering
- 2-4 years of Technical engineering experience
- Clear communication skills
- Customer service orientation
- Strong analytical skills
- Proficient in technical writing
- At least 18 years of age
- Legally authorized to work in the United States
Benefits
- Medical, dental, and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off and up to 12 paid holidays
- Paid parental and family leave
- Family building benefits
- Back-up care
- Enhanced family support
- Childcare subsidy
- Tuition assistance
- College coaching
- Short- and long-term disability
- Voluntary AD&D coverage
- Voluntary accident coverage
- Voluntary life insurance
- Voluntary disability insurance
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
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