Senior Operations Engineer
New
Bangalore, India - RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceJiraConfluence
Requirements
- 5+ years of experience in a high-impact Operations or Systems Engineering role, specifically focused on Customer Success, Support, or Sales Ops in a SaaS environment.
- Advanced-level knowledge of Salesforce (SFDC) architecture.
- Proven experience with automation platforms.
- Proficiency in CRMs, CSPs, AI, and Ticketing platforms.
- Proven experience in Intercom & FinAI.
- Experience working with Atlassian (Jira & Confluence), Salesforce, Gemini, or Catalyst would be encouraged.
- Expert in mapping complex business processes and identifying technical "single points of failure."
- Strong ability to interpret complex datasets.
- Exceptional oral and written communication skills in English.
- Bachelor’s degree in Computer Science, Information Systems, Business Operations or equivalent practical experience.
- Project Management certifications (PMP, CAPM) would be encouraged.
Responsibilities
- Design, build, and maintain scalable operational frameworks and automated workflows within the GCS ecosystem to reduce manual toil.
- Act as a technical escalation point and mentor for Operations Specialists, fostering a culture of technical excellence and continuous improvement.
- Architect and implement cost-saving initiatives by leveraging AI-driven support tools, LLMs for ticket categorization, and automated response systems.
- Develop and manage projects focusing on provide real-time deliverability of Time-to-Value (TTV), CSAT, and churn reduction.
- Collaborate with Product and Engineering teams to ensure internal tools and customer-facing support platforms are integrated seamlessly via APIs and webhooks.
- Establish and enforce technical standards for project management, ensuring all initiatives are backed by clean data and consistent documentation.
- Translate high-level business requirements into technical tasks (Jira), ensuring high-impact outcomes through rigorous sprint planning and execution.
- Lead project reviews and prioritization cycles, using a data-driven approach to determine which technical "debts" or operational bottlenecks to solve first.
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