Systems Optimisation Engineer, Bark

• Degree in Computer Science, Information Technology, or equivalent practical experience
• Demonstrable experience integrating systems for automation of processes and improving system efficiency
• Proven experience working with customer facing platforms, such as Zendesk, Intercom, and Salesforce
• Working knowledge of automation tools such as Zapier, or similar
• Strong knowledge of SQL and Python for scripting and automation
• Previous experience managing technical projects end to end, maintaining key stakeholder relationships throughout the project lifecycle
• Strong problem-solving skills, with a focus on continuous improvement and efficiency
• Excellent interpersonal and communication skills, with a customer-focused attitude

Desirable

• We are currently seeking a motivated and technically skilled individual to join our team as a Systems Optimisation Specialist. This role is vital to improving the operational efficiencies of our business through the optimisation of our processes and SaaS based Infrastructure
• Day to day you’ll be responsible for taking ownership of systems optimisation projects. Using automation wherever possible to streamline processes, implement systems integrations, and maintain existing tooling
• This role will be part of our IT function and will initially be dedicated to our customer experience department, taking ownership of systems automation projects for 2024
• Optimisation of SaaS based Systems: Responsible for the maintenance, configuration, and reliable operation of the SaaS hosted platforms in our contact centre, primarily Zendesk. Identify and implement system improvements to enhance productivity of our customer experience team
• Driving Automation: Gain a deep understanding of the function and requirements of our contact centre. Work closely with key stakeholders to improve workflows, drive automation, and deliver operational excellence by building and maintaining new and existing systems integrations and automated functions
• Process Improvement: Continuously evaluate the efficiency and effectiveness of our IT systems. Scoping and delivering programs of work to drive cost efficiencies and improve customer satisfaction
• Reporting and Analytics: Build a suite of reporting and analytics functions that support the needs of our contact centre and guide strategic decision-making. Gaining insight into key metrics such as system health, response times, resolutions times, team productivity, and other KPIs
• Training and Maintenance: Create and maintain system documentation and user guides. Ensuring that new functions are handed over to the team that will use them, supporting them in the use of new functions you have built

• Screening Call with Talent Partner (30 mins)
• 1st Stage - Deep dive into Background, Skills, Motivations skills (45 mins)
• 2nd Stage - Technical Task (60 mins)
• 3rd Stage - Values interview (30 mins)