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Job Description
Purpose of your role
As the Software Engineering Lead for our Customer Services Solutions technology team, you will work with global, multi-functional, teams to support the strategic development and maintenance of our primary customer services platform and other integrated systems. The suite of applications is used to support around 90 different Elsevier products and is made up of a variety of different Software as a Service (SaaS) platforms.
Your key focus will be leading a team of Software Engineers, who will support, maintain and develop the platforms used. You will also collaborate on solution design with our architecture team and ensure consistently great delivery as we continue to expand and improve the capabilities.
Our core platform technology is based on Oracle B2C Service (also known as Rightnow or Oracle Service Cloud), a SaaS product provided by Oracle. The team provides 2nd and 3rd level support and delivers new features, upgrades and works with Oracle to ensure the platform is operational. In addition to this, the team are working on a new ‘Self-Hosted’ platform for our customer knowledge bases using next.js as a platform.
In addition to Oracle B2C Service, the team are responsible for other technical platforms which work alongside Oracle Service Cloud, many of which are SaaS based. There are additional support requirements for Data Warehouse pipelines which carry out daily data loads from our platforms to Snowflake Data Warehouses.
With the increase in Generative AI technologies, you will also be working with vendors and stakeholders to evaluate where Generative AI capabilities can be deployed into the application space, ensuring that these bring benefits to the users and helping to monitor the costs of these initiatives.
Your success will be measured by delivering a robust, scalable, and maintainable platform that marries efficiency with speed and flexibility to address fast evolving business needs.
Your key accountability and responsibility
- Line manage the development team: coach brilliant software engineers and help them to develop their careers with regular 121s, feedback and coaching and perform annual reviews.
- Accountable for turning prioritised backlog items into released features.
- Work closely with Product Owner and development team members to understand complex product requirements and break them into small work tasks that can be progressed.
- Responsible for providing product and technology expertise when scoping complex work.
- Accountable for ensuring up to date, appropriate platform documentation is available and knowledge sharing is enabled.
- Responsible for maintaining metrics to ensure agile delivery excellence and continuous improvement.
- Responsible for the day-to-day relationship with key vendors.
- Successfully implement and manage development processes, coding best practices, and code reviews.
- Your most important qualities
- Passion for maintaining and helping deliver successful customer services platforms by making the complex simple and putting the customer (both internal and external) needs at the heart of what you do.
- Advanced knowledge of software development methodologies (e.g. Agile – with a focus on Kanban).
- Ability to partner and lead internal and external technology resources in solving complex business needs.
- Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.
- Empower your team to be accountable and responsible for their own actions and decisions.
- Manage and encourage new ideas from the team to foster improvements through innovations.
- Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making.
- Strong interpersonal, communication (verbal and written), and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.
- Able to strike the right balance between using out of the box functionality vs customisation.
Recommended experience
- 7+ years of experience in software engineering.
- At least 2 years of experience in a leadership role within a development team or in a senior team position with exposure to leadership responsibilities.
- Coordinating with other internal development groups, internal stakeholders and third-party vendors.
- Broad range of knowledge of technology platforms, with demonstrable experience in delivering enterprise scale technology.
- Related development experience within a complex heterogenous environment.
- Proven ability to manage and resolve complex technical challenges in a platform context.
- Understanding of different aspects of technology – from system configuration through to software development and data pipelines.
- PHP and JavaScript knowledge would be helpful.
- Extensive experience in the effective integration of systems with other up/down-stream business systems.
Context of this role in Elsevier
The Customer Services Solutions team help facilitate our global Customer Services teams to achieve their goals. This involves assisting and helping the teams in reaching an ambitious 95% Customer Satisfaction (CSAT) target. We aim to provide support that enables both our end-users and agents to achieve their goals seamlessly.
By ensuring a smooth interaction at every touchpoint, we help facilitate an outstanding customer support experience.
In addition, we support other areas of the business by ensuring they have access to the necessary data to make informed decisions through our support of data pipelines and additional software platforms.
Collaboration is key, and we work closely with different teams, both in technology and in Operations as well as with external vendors to deliver the customer support technology to the people who need it, enhancing the overall efficiency and effectiveness of our services.
This role will be based in the Chennai office alongside other central teams. Elsevier offers a flexible working model where the teams are empowered to decide the working patterns that work for them, including the number and frequency of office collaboration days.
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