#### Position Description:


The Lenovo Online organization is embarking on a contact center channel
strategy to deliver intelligent self-service, low-cost contact center
strategy, sales & services upsell, and a world class customer experience. The
approach is to build stable, secure, and scalable technology systems to
empower Lenovo business teams.  In addition, it is essential to innovate as an
industry leader in the areas of sales, social media, service delivery,
community, and PC.  Unique to Lenovo, the On-line Organization combines both
business transformation and IT delivery into a single, E2E channel strategy.
The IT Engineer position will be responsible for developing the online support
strategy for Chat along with supporting execution of the support experience
across all Lenovo Sales, Social Media, & Community, and PC support teams.

Job Description:
• Analyzing the requirement and Designing an optimal solution which benefits
the business
• Developing and coding in order to fulfil the business requirements for the
new and existing assignments
• Involve in preparation of Functional and Technical Design documents
• Impact Analysis, Design test plans, scenarios, scripts required for the
Oracle Application components for consumer side enhancements
• Code Review, System Integration Testing, Functional Testing & Regression
Testing Application enhancement and development related to
Migration/Redesign/Enhancements
• UAT Support for Business Team
• Release planning and deployment

Responsibilities:
1\. Oracle RightNow chat and email solution enhancement and optimization for
global contact centers.
2\. Design and implement social monitoring and engagement functions.
3\. Design and enable knowledge management functionality to strong support
agent interaction with customers.
4\. Oracle RightNow system config, test and troubleshoot.
5\. Define and document the detailed business solution designs for contact
center solutions.
6\. Partner with global business teams on creation and execution of User
Acceptance Testing.
7\. Ensure timely and accurate generation of all reports, consistency and
standardization amongst the various types of reports and databases.
8\. Provide system training to key user and operation team.
9\. Provide post production support with operation team.
10\. Support Multi-channel communications cost optimization.

#### Position Requirements:


Requirements:
1\. At least 2 years work experience with Oracle RightNow technologies.
2\. Require strong skills and knowledge around Contact Center cloud solutions.
a) RightNow (Oracle Service Cloud), PHP, .NET, Java script Desirable Technical
Skills RightNow (Oracle Service Cloud), PHP, .NET, Java script, Oracle PL/SQL
3\. Profound business knowledge in contact center "best practices”.
4\. Bachelor’s degree or above in computer science, engineering, business, or
related degree.
5\. Excellent communication and analytics skills. Good team player.
6\. Fluent in English, both spoken and written.
7\. Fluent in Chinese, both spoken and writing would be a plus.

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.