EBay Marketplaces serves millions of buyers and sellers globally. In order to service our members we ensure that we provide the best solutions and ways of connecting with us. We are looking for a leader who can lead, develop, mentor and scale our Global Service Solutions (GSS) software engineering teams.
We are looking for a unique blend of engineering experience with a background both in custom software tools development including API/SOA services background as well as experience in implementing changes in our key call center systems. The leader should be able to drive C#, Java-based and package-based platform changes in close collaboration with Product Management teams along with Architecture, Quality Engineering, and Program Management Office to ensure optimal adherence to processes, and visibility of effort being spent on key projects. The role will lead a team of highly skilled engineers and engineering managers to achieve key business results while maintaining scalability, reliability and performance in our suite of applications and core platform technologies. Experience with Computer-Telephony Integration systems and implementation of industry leading multi-channel software platforms such as Avaya, Genesys and or Cisco’s offerings is highly preferred.
This position will report into the Senior Director, GSS Technical Solutions group under GSS. We are looking for a great leader who combines intellectual acumen and a keen sense of passion to drive engineering projects in an organized yet agile manner. responsibilities will include:
Work closely with business leaders in Global Customer Services (GCS) and Global Customer Operations (GCO) and the Product, QE and PMO teams within GSS to drive ideas to implementation.
Lead, hire and develop a team of engineers and managers to build, durable and scalable tools and applications that further the key strategic objectives for GSS and enhance our capabilities in the Customer Services and Call Center technologies supporting a global work-force in a multi-language environment. In addition, co-own with partner engineering teams the key area of self-service capabilities on our commerce websites including mobile and social interface capabilities.
Ensure that the solutions are delivered within planned budget, timelines and with highest quality while using resources most effectively
Drive a solid configuration management and release engineering function across a key set of systems and applications ensuring smooth and well-managed, predictable rollouts with minimal or no disruptions to the business functions
Ensure that a solid technical support function exists to support “running the business” operations and closely supports the Level 1 support teams.
The successful candidate will have a background in software application development, both in customs tools development, and packaged leading Call center applications. The ideal candidate will also have experience with high-volume, large-scale systems and database designs as well some telecommunications background. A key requirement will be to have a solid engineering infrastructure background that enables the smooth running of our tools globally but centrally managed. Having a solid knowledge of the systems deployment environments including understanding of impact of core pieces such as fire-walls, load-balancers, networking, virtualization services and databases in a high transactional environment is essential.
Successful candidates will have exceptional interpersonal skills including strong verbal and presentation skills, initiative, integrity, and will have experience leading a team of engineers and managers. In additionbe a visionary technology leader and stay current with key industry trends and contribute to the strategic technology evolution plans for the group.
BSCS or BSEE or Other Related 4yr Technical Degree
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