Operations Engineer – Provisioning (US)

Position Specification

Company Background / Culture

Content Guru is a multi-award-winning provider of global Cloud Contact Center and customer engagement solutions. The cloud delivery arm of the Redwood Technologies Group, it has been identified as a leading challenger in the Western European Cloud Contact Center Market.

With offices in the US, UK, Italy, Netherlands and Germany, as well as a presence in Ireland and Singapore, Content Guru operates on a truly global scale. Hundreds of the largest organisations in over 60 countries across the world are powered by the group’s technology, in sectors ranging from utilities through finance and travel to central government, and include BT, Citibank, Deutsche Telekom, HSBC and O2 Telefonica.

Regional headquarters were established in Campbell, CA, in 1996, giving the group solid foundations to build on the success of storm® in Europe. By leveraging its cutting-edge suite of capabilities, Content Guru aim to replicate this dominance in the US, the world’s largest contact center market.

Its core services are:

  • Contact center: Omni-channel intelligent Automated Contact Distribution (iACD®) routing logic, leveraging Mediated Interaction Matching (MIM), ensures every contact is serviced by the best available resource, regardless of device, medium, skills or personality traits. Integration with CRM systems enhances contact handling and enables mass automation of enquiries
  • Machine-to-Machine: a range of flexible APIs enables disparate systems to communicate, supporting services such as real-time telehealth monitoring through to historical energy performance
  • Payment services: multi-channel, secure payment services, backed by Level 1 PCI DSS compliance
  • Conferencing: highly-secure, mass-scale conferencing

Content Guru and Redwood Technologies are accredited by external auditors to the highest international standards for quality (ISO9001), data security (ISO27001), software development (TickIt Plus) and secure card payment handling (Level 1 PCI DSS).

The group’s Directors and Co-Founders are inspired by the work ethic of highly successful Silicon Valley organizations and select only the highest quality of candidates to continue the support and delivery of award-winning technology on a global scale.

Company Background / Culture

Content Guru is a multi-award-winning provider of global Cloud Contact Center and customer engagement solutions. The cloud delivery arm of the Redwood Technologies Group, it has been identified as a leading challenger in the Western European Cloud Contact Center Market.

With offices in the US, UK, Italy, Netherlands and Germany, as well as a presence in Ireland and Singapore, Content Guru operates on a truly global scale. Hundreds of the largest organisations in over 60 countries across the world are powered by the group’s technology, in sectors ranging from utilities through finance and travel to central government, and include BT, Citibank, Deutsche Telekom, HSBC and O2 Telefonica.

Regional headquarters were established in Campbell, CA, in 1996, giving the group solid foundations to build on the success of storm® in Europe. By leveraging its cutting-edge suite of capabilities, Content Guru aim to replicate this dominance in the US, the world’s largest contact center market.

Its core services are:

  • Contact center: Omni-channel intelligent Automated Contact Distribution (iACD®) routing logic, leveraging Mediated Interaction Matching (MIM), ensures every contact is serviced by the best available resource, regardless of device, medium, skills or personality traits. Integration with CRM systems enhances contact handling and enables mass automation of enquiries
  • Machine-to-Machine: a range of flexible APIs enables disparate systems to communicate, supporting services such as real-time telehealth monitoring through to historical energy performance
  • Payment services: multi-channel, secure payment services, backed by Level 1 PCI DSS compliance
  • Conferencing: highly-secure, mass-scale conferencing

Content Guru and Redwood Technologies are accredited by external auditors to the highest international standards for quality (ISO9001), data security (ISO27001), software development (TickIt Plus) and secure card payment handling (Level 1 PCI DSS).

The group’s Directors and Co-Founders are inspired by the work ethic of highly successful Silicon Valley organizations and select only the highest quality of candidates to continue the support and delivery of award-winning technology on a global scale.

Responsibilities / Accountabilities

Content Guru operates across four primary business segments:

  • USA
  • UK, Ireland & India
  • Netherlands
  • Germany

Content Guru is looking for a highly-motivated, technically competent individual with a strong desire to learn new skills to join the Engineering Services team as a Provisioning Engineer in the company’s regional US headquarters in Campbell, CA. Content Guru’s US team will be the driving force behind successfully achieving our ambitious global growth targets, building on the company’s prevalence in the European cloud contact centre.

The Provisioning team is crucial to Content Guru’s operations and has a vital role in deploying customer services. Many of our clients provide mission-critical services, such as the delivery of electricity or vital healthcare, meaning that the successful candidate must possess dedication and diligence in order to ensure that solutions can be securely and reliably implemented within rigid timescales.

With the opportunity to implement our innovative and market-leading products within the world’s largest contact center market, the team will ensure we offer our clients unrivalled, agile solutions. The Provisioning Engineer role is an exciting and challenging opportunity to work on a state-of-the-art cloud platform on a daily basis. The engineer will engage in configuring the storm service to meet the precise client requirements prior to deployment, as well as the critical responsibility of producing and executing test plans that support Content Guru applications and platforms globally. The role holder will also be responsible for maintaining accurate customer/supplier records and processing vital billing liaisons throughout the company.

All hardware and software associated with the storm platform is developed entirely in-house, which is a critical differentiator in our marketplace, allowing us not only to innovate at a rapid pace but also to quickly provision custom and powerful services for clients.

Candidates should also demonstrate solid problem solving abilities and possess strong ICT skills, due to the unique requirements of the role. Candidates will be required to liaise with:

  • The Engineering Services team
  • Project Managers
  • Third party carriers, strategic partners and technology vendors
  • Suppliers and regulators

to provide stakeholders with status reports around account activity and issues, take delivery requirements and manage these through to implementation on the production environment.

Main Responsibilities

  • Work within provisioning frameworks and quality assurance mechanisms to deliver exciting and powerful services for a huge range of global clients
  • Manage a large number of concurrent provisioning projects and execute these within tight timescales
  • Prepare, maintain and execute test plans and scripts for storm services, with the ability to adapt to customer’s requirements
  • Configure, establish and test new interconnects for external customers
  • Handle billing issues for customer enquiries (typically by phone and email)
  • Interpret customer orders and document complex technical requirements
  • Escalate issues to suppliers to ensure delivery dates are met, and track all issues to secure a successful conclusion
  • Ensure storm portals are fully utilised for the purpose of ordering and obtaining order updates
  • Manage day-to-day provisioning project activities by tracking & analysing progress, and collaborating with Project Managers when necessary
  • Possess knowledge and understanding of test tools, methodologies and techniques as appropriate
  • Execute new deployment and change orders working closely with various Project Managers
  • Liaise with suppliers to resolve order processing issues, account enquiries, and provide regular and proactive updates
  • Ensure the technical tasks in the provisioning process are handled quickly and efficiently
  • Collaborate with Project Management effectively and communicate provisioning project status and issues arising in a timely and clear fashion.

Essential Requirements

  • Strong educational background with GPA 3.4 or above
  • The relevant documentation to work in the US on a permanent basis
  • Strong analytical and customer service skills
  • Strong levels of ICT skills/computer literacy
  • Good oral and written skills
  • Strong timekeeping skills
  • Hard-working, ambitious and friendly
  • Be capable of passing a basic security check
  • Uphold the company’s values and ethos
  • Be willing to relocate within 15 miles of the company’s Regional HQ, Campbell, CA
  • Able to work effectively within an international, multi-cultural team
  • Full US Driving Licence

Desirables

  • An excellent telephone manner and the ability to converse with, and retrieve relevant information from, users at all levels of IT literacy and rank
  • General experience working in a customer-facing role
  • Good oral and written skills
  • Well organised with excellent attention to detail
  • A keen interest in technology, with a focus in software, computing and telecoms
  • Experience with Microsoft SQL Server, or similar database technology
  • Comfortable working in a fast-growing company full of enthusiastic, highly intelligent colleagues

Benefits/Opportunities

  • Work with, and receive training on the latest technology including Microsoft, Oracle, Cisco and SQL Server. As well as the opportunity to gain industry-standard qualifications on these technologies.
  • Participation in a wide range of company-wide and team-building events
  • Opportunity to join the company pension scheme
  • Excellent opportunities for career development and progression
  • Work with a great team of like-minded people
  • A competitive salary

Contact Details

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USA Contact Details

T: +[1] 408 559 3988

UK Contact Details

T: +[44] (0) 1344 852 350

Benelux Contact Details

T: +[31] (0) 88 5769 289