Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The Opportunity

Adobe’s Customer Experience team goal is to delight millions of customers by advocating for improved experiences and supporting customers when they need help. Through our online resources, communities, and 1:1 care, our team engages with a broad global customer base, from individual consumers to Fortune 100 enterprises.

We are looking for a Senior Computer Scientist (senior developer) for Omni-Channel Tools team in Customer Experience Services organization who would play a technical leadership role for the rapidly growing omni-channel (chat & voice) support platforms. You will partner with Business teams to understand business problems, develop and deliver the right technology solutions and maintain existing technologies for the omni- channel platform. You should have a demeanor to deep understanding of how chat and messaging systems function and interact with other applications and platforms. You will be responsible for implementing engineering solutions working with vendors, system integrator and other internal organizations within Adobe. You will need to understand how the Customer Experience Technology functions in a highly distributed on-prem and cloud environment. You will have a passion for technology, process and efficiency and have proven a genuine sense of curiosity and a keen desire to work through sophisticated technical challenges at enterprise scale. Your knowledge of the customer experience landscape and industry trends will be vital for this role.

What you\'ll Do

• Drive key initiatives taken up by the organization and be responsible for design, implementation, delivery and support of various applications which are used to support Adobe customers and products
• Understand business requirements and communicate technical solutions in business language
• Implement real-time integration of voice & chat support platform with CRM systems such as CRM Dynamics
• Design loosely coupled microservices using messaging systems such as Kafka or ActiveMQ
• Develop microservices in Azure or AWS cloud using container technologies such as Docker & Kubernetes
• You will estimate efforts for feature delivery at both the high-level & detailed level
• Triage production issues quickly, perform root cause analysis, define resolutions, work with operations teams to deploy any hotfix in production
• Participate in design reviews & code reviews to provide guidance adhering to architecture and security guardrails
• Share feedback & seek opportunities to improve software quality
• Be forward looking regarding new features and other technology or tooling that bring new opportunities for efficiency, productivity and development gain across the entire support ecosystem

What you need to succeed

• Bachelor of Science preferably in Computer Science or Computer Engineering
• 10+ years of experience with full stack software development experience in technologies like React JS, TypeScript, Javascript, React Spectrum, NodeJS, JAVA, No-SQL databases
• Hands-on development experience using client-side technologies; Experience working with REST based web services or other server-based APIs
• Experience in CI/CD and DevOps using Github, Jenkins & Selenium, AWS, Azure, Kubernetes, Docker, APM, Monitoring & Alerting tools such as Datadog, Runscope, NewRelic, Prometheus, Grafana, Splunk
• Preferred experience in AI, ML and BOT/NLP automation
• Excellent communication, interpersonal and collaborative skills
• Entrepreneurial self-starter - you naturally take ownership, look for opportunities, and drive initiatives
• Excellent knowledge of the best development practices; Proven ability to learn new technologies quickly
• Familiar with design patterns and web application architectures
• Computer Telephony Integration (CTI) solution design, development and maintenance
• Preferred experience in cloud contact center OmniChannel platforms such as Genesys PureCloud or Amazon Connect
• Configuring and developing IVR contact flows, queues, ACD configuration, call/chat routing, workforce management and Voice/Chat Bots
• Familiar with protocols such as WebRtc, UDP and WebSocket
• Familiar with agile development methodologies such as Scrum