Collaborate with US and International Stakeholders
Regularly engage with US and international stakeholders to review, refine, clarify, and prioritize user stories based on the agreed prioritization framework using Agile tools such as JIRA, Asana, and Confluence. (30%)
Generate Documentation and Deliverables
Create appropriate documentation and deliverables to support the successful delivery of projects. (20%)
Collaborate with Cross-Functional and Technical Teams
Work with cross-functional teams and technical teams to design solutions and meet business requirements. (15%)
Establish and Maintain Business Relationships
Build and maintain strong business relationships with key internal customers, including Sales, Service, Enabling Function, and Sustainability teams, as well as peers. (15%)
Leverage Industry Best Practices
Engage and manage relationships with select strategic external partners/subject matter experts to develop, upgrade, or enhance systems and processes, following industry best practices. (20%)
ORGANIZATIONAL RELATIONSHIPS
Collaborate with the Commercial cross-functional team that includes but is not limited to Functional SMEs, Developers, Product Owners, Zoetis Business, Managed Service Providers, and Project Managers.
EDUCATION AND EXPERIENCE
Bachelor's degree in Computer Science or a related field.
4+ years of experience with Five9 Call Center systems.
Background in life science / animal health is a plus.
Experience working with cross-functional teams and the ability to collaborate in a matrix organization, driving global collaboration across functions and regions.
TECHNICAL SKILLS REQUIREMENTS
Basic Qualifications:
Working experience in Agile technologies such as JIRA and Confluence.
Proficiency in gathering business requirements and facilitating meetings with different stakeholders across business and technical teams.
Excellent communication and interpersonal skills to interact with various stakeholders and convey information clearly and effectively.
Strong critical thinking skills to identify and resolve issues, devise creative solutions, and make informed decisions.
Demonstrated in-depth knowledge of Five9 Call Center applications.
Strong working experience in Agile methodology and DevOps framework.
Strong problem-solving skills with the ability to work cross-functionally in a fast-paced and rapidly changing environment, either on a team or as an individual contributor.
Clear understanding of SDLC best practices, including iterative and incremental development, and support for compliance requirements.
Strong organizational skills to manage fluctuating workloads, multiple priorities, and competing time demands.
Ability to align and influence multiple stakeholders for the delivery of competing priorities.
Possess attributes such as a strong work ethic, being action-oriented, logical thinking, and conflict management.
Proven customer focus with a high tolerance for ambiguity, as well as flexibility and adaptability.
