Software Engineer - Customer Success

The Software Engineer Customer Success is focused on delivering smooth Customer Product Experience by leading the data-as-a-service model which will institutionalize a collection of customer-centered product assessments in a robust infrastructure and framework. He / She will be technically guiding dedicated software engineering teams that will be responsible for assessing how Pega products work within a wider customer-focused architecture. These assessments will cover a broad portfolio of Pega products, Solution Frameworks and customer- developed applications, integrated within an environment that is representative of the customer. The precise areas which will be covered by the assessment process will be determined by working with customers, partners, and Pegas own customer facing staff. The assessment process will likely include but not limited to security, performance, backward compatibility, systems integration, and operational standards, amongst others.

Key Result Areas :
The Software Engineer for Customer Product Experience Engineering must have a proven track record of success; have a strong sense of quality ownership and customer advocacy
Be hands-on with strong technical and collaboration skills to provide expertise throughout the entire software development lifecycle, ensuring product quality and customer success
Understand customers complex solutions such as extensive PRPC deployments, Framework and Component configurations, and integration points
Work as part of a distributed team to design, develop, implement, and maintain high-quality technical solutions ensuring that the business and technical architecture of the solution match / mimic customers implementations of Pegas products
Use expertise in black box and white box testing methodologies to build automation infrastructure and test frameworks utilizing standard test and development tools; operating within short release cycles
Work with Customers, Product Management and Development teams in understanding and articulating customer business needs from a product perspective, detailing technical and quality issues, and propose solutions
Design and review in-house configuration of complex systems and test frameworks which represent the high performance, high availability, secure systems in use across a diverse set of customers
Continuously upgrade PRPC and Solution Framework product knowledge through training and certifications
Build, own and maintain specialist test systems that are used for performing and automating security penetration testing and diagnosis, performance load testing and application profiling, and interface simulation using relevant test data
Develop harnesses and tools as required and ensure proper documentation and design specifications are maintained
Cross functional collaboration with customer support and other Pega teams, especially when dealing with escalations or providing customer feedback for product improvement.

Critical Competencies :

Functional Expertise :
Extremely good analytical skills with a focus on customer service and software quality
PRPC Technical and Product knowledge is a definite plus
Industry Solutions awareness and experience with solution development in BPM, CRM, Workflow implementations will be a differentiating factor
Live experience of working on complex customer facing projects that require deep understanding of application logic and dependencies
Strong experience driving tactical objectives in an assertive, fast growing, mission-critical Engineering organization
Operational knowledge and experience in on-demand, software services development in short release cycles is a plus
Experience with high volume and highly scalable applications are a plus
Experience in multiple industry verticals (e.g. BFSI, HC, Telco) will be an added advantage

Behavioral and Interpersonal:
Co Ability to operate comfortably and effectively with multiple assignments involving distributed teams
Must be an independent, self-motivated team player who is meticulous and methodical in creating solutions
Impeccable organizational and time management skills
Ability to motivate, coach and mentor people, instill accountability and achieve results
Ability to learn and adapt quickly in a dynamic environment
Excellent written and verbal communication skills, as exemplified by clear technical approach, issue explanation, documentation of knowledge, and effective intra- and inter-group communication

Technical :
Deep understanding of how enterprise applications are built, configured and interface with various third party systems
Strong object-oriented analysis, design and programming skills including automation testing for highly scalable web applications
Hands on experience with using Agile development methodologies such as Scrum and Test Driven Development
Experience working with Java and different J2EE technologies like JMS, JDBC, Servlets, JMX etc.
Knowledge of integration technologies e.g. Web Services, XML technologies, SOAP, MQ within large scale distributed deployments including configuration, simulation and troubleshooting
Hands on experience with IDE (Eclipse), Application Servers like Tomcat / Websphere / Weblogic, and one of more RDBMS: Oracle / MS SQL / DB2 and related tools
Knowledge of UI technologies like JSP, DHTML, AJAX and JavaScript including open source libraries is a definite plus
Expertise in building test harnesses and tools, test strategy and design, and test data generation
Must have hands on experience with one or more of the following:
Performance engineering tools like JMeter, LoadRunner etc.
Automation tools like QTP, Testing Anywhere, Eggplant
Security tools and techniques exploiting Application Security and Vulnerability Assessments
Perl / Shell Scripting and JUnits

Supervisory Responsibility :
None directly but matrix-manage co-located and remote Engineering teams along with Customer Success Leadership.

IT Software - Client/Server Programming,Programming & Design,Software Developer,JMS, JDBC, Servlets, JMX, JSP, DHTML, AJAX, Javascript, RDBMS Oracle / MS SQL / DB2, SOAP, MQ, QTP, Testing, Pega

Education:

(UG - B.Tech/B.E. - Computers) AND (PG - M.Tech - Computers) AND ( Doctorate - Doctorate Not Required)
Education and Experience Requirements :
BE / B. Tech. in Computer Science or related field. Post-graduation in Computer Science preferred.
PRPC Certification within 6 months of joining Pega
Minimum 2 years experience in working with globally distributed Engineering teams



Recruiter Name:HR
Contact Company:Pegasystems Worldwide India Pvt Ltd