Job Description :
Role / Title: CW Dev Ops Architect

System Requisition ID: 472732

Client Name: Intuit Inc.

San Diego, CA, 92129



Customer Care Senior Business Operations Engineer

Job Description

Come join the TurboTax Customer Care Organization in Intuit’s Consumer Tax Group. Customer Care is responsible for delivering awesome customer experiences for existing and prospective TurboTax customers. This entails exciting work creating product and online help experiences for customers, delivering excellent customer service for customers who need it, as well as providing awesome tools for agents enabling them to ensure customers confidently get the help they need.



As a Senior Application Operations Engineer in the TurboTax Customer Care organization, you will be central to the successful operations of all Care systems & tools, working with engineers across the company on all related proprietary and 3rd party Care technologies. You will apply your knowledge of technology and operational best practices to drive the design, development and implementation of operational standards and capabilities for the E2E Care connected services that enable highly available, scalable & reliable customer experiences.



Responsibilities:

Responsible for delivering operational excellence and "always on" customer and agent experiences with apps/services in Intuit Data Centers and AWS

Uses knowledge of technologies – telecom, network, web, app, DB, server, storage – and operational best practices to drive the design, development and implementation of operational capabilities that enable highly available, scalable & reliable customer experiences

Design and build front end components and backend services

Develop monitoring architecture and implement monitoring/logging solutions

Key contributor in incident management processes, driving root cause analysis (RCA) and ongoing operational improvements

Drives system operational readiness for Care, reviewing and developing plans for performance, capacity, disaster recovery, migration, roll-back, expansion, routine deployments, and system upgrades

Responsible for metrics & reporting on operational performance, availability, & reliability

Qualifications:

BS in Computer Science, Management Information Systems, or related field

5+ years related experience

Experience with contact center technologies including networks, telecom, IVR, routing, CRM, & databases; Salesforce & Interactive Intelligence experience a plus

Experience Troubleshooting complex production issues at scale and under tight timelines

Demonstrated ability to influence and foster positive working relationships at all levels in the organization

Experience with configuration management tools like Chef & Puppet and orchestration tools such as Jenkins & Bamboo

Experience with JavaScript, NodeJS, Apache, Tomcat, Java; Python or Perl

Experience with Performance Monitoring tool setup and configuration; working knowledge of Splunk & Empirix desired

Experience with Performance profiling and tuning App/Web tier

Understanding of Cloud hosting principles; experience with AWS desired

Excellent written and oral communication skills