Software Engineer

Azure for Operators (AFO) is part of the Strategic Missions and Technology (SMT) organization at Microsoft. The primary focus of AFO is to tackle the most challenging telecom-related problems for both carriers and the industry. Azure for Operators is a comprehensive initiative aimed at providing fully virtualized, cloud-native mobile network solutions that enable operators to simplify network operations, reduce costs, and rapidly create and launch new revenue-generating services.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

As Software Engineer within AFO Customer Operations, you will develop and maintain key organization tools and platforms for interaction with external customer and internal stakeholders.

Day-to-day responsibilities will primarily include, but are not limited to:

• Maintaining an efficient UX through all changes and enhancements to the Freshwork omnichannel system
• Building and maintaining Freshdesk custom apps to support user workflows (Node.js)
• Building and maintaining proprietary tools that interact with Freshdesk (Python, C#, Java)
• Designing and maintaining the customer portal UX (HTML/CSS/JS/Liquid; UI/UX Design Principles)
• Maintaining clear documentation for all external, internal, and admin users of the platform.
• Reporting and management of data sources
  • Building and maintaining org PowerBI DB solution and data sources
  • Building reports to reflect on contractual KPI/SLA’s of external and internal stakeholders from key platformsx

Communication:

o    Internal user engagement: requirements gathering, solution specification, UAT, user feedback and enhancement requests

o    External customer engagement: triaging issues raised against customer-facing support portal; managing bulk communications to customers

o     Relationship management: building relationships with the internal user-base, to build an understanding of tool/process requirements and to foster collaboration

o    Communicating changes, new processes, training, etc. to the users.