Costa Rica

Product Configuration Engineer

Job Overview

OnProcess is seeking a Product Configuration Engineer with excellent listening and communication skills, a passion for helping people, a core interest in logistics and technology. The PCE will be empowered to assist with validating business requirements produced by our technology solutions team within BTS not only maximizing the quality of their findings, but also support our teams to understand, prioritize, and provide critical feedback based on the capabilities of our proprietary software product Agora, meeting our client needs. The PCE can also serve as an escalation point for software related questions where needed from our groups across BTS (Business Technology Services) serving both our internal and external customers. The PCE can also communicate directly with end users / clients to understand their needs and questions supporting our TSM (Technology Solutions Management) Group, document software capabilities. This role includes direct communication and extension of our product team. The PCE must be able to identify how to solve business problems using Agora’s capability and configuration via business rules and data maps that meet customer specifications and service needs. They are responsible in ensuring all requirements produced by our TSM team is accurate and validated before development and configuration begins with the product engineering team including identifying opportunities; determining solutions; creating demand; preparing detailed product specifications and technical support to our TSM team where required; ensuring high quality business requirements and conducting follow-on support. This position works closely with all departments and multiple levels of employees to deliver high end requirements, while minimizing or eliminating know errors on and confirming that the system configuration that was documented is built and supported correctly. 

Responsibilities and Duties:  

  • This role will serve as an extension of the product team supporting BTS technology solutions department. 

  • May hire, train, and oversee subordinate staff in the technology solutions department supporting OnProcess’ Agora Product.  

  • Collaborates with both the product and technology solutions team and stakeholders where needed to fully understand Agora configuration management requirements on assigned projects, paying particular attention to identification of business rules, data mapping details, and change controls.  

  • Reviews and analyzes initial BRD’s, Software Onboarding Documents, data maps/drawings, and/or any software related documents to ensure continuity of product design and configuration as they are gathered and collated by the TSM and/or BSA. 

  • Ability to demo software products to internal and external customers. 

  • Assists with Software Change Management Processes.  

  • Demonstrate extensive abilities and a proven record of success as a team leader in reviewing, validating, designing & approving business and technical requirements. 

  • Partner closely with the Product Teams along with software development teams to deliver robust business requirements ensuring products and services work as intended.   

  • Work as part of a team of problem solvers, helping to solve complex business issues from product configuration, testing strategy to validation/qualification efforts in compliance with the E2E software onboarding workflow methodology for new and existing business. 

  • Software systems include but not limited to custom technology platforms, legacy systems, cloud infrastructure, and SaaS used in support of our client base.  

  • Collaborate with Implementation Teams to maintain a state of quality control and compliance leveraging established processes and best practices across the software implementation process.  

  • Support activities in both product development and customer project delivery execution. 

  • Interpret from a quality control point of view customer process requirements and translate them into Process Design and Technical documentation where required.  

  • Use software programming and configuration skills to determine the validity of requirements being submitted by the TSM/BSA. 

  • Participate in software testing activities for new releases of the company’s software products. 

  • Assist with customer configuration and perform activities associated with project implementation and roll out. 

  • Prioritize the enablement and efficiency of business requirements, business process maps, test case management, regression testing, and traceability. 

  • Support test plans, test cases, test execution, and summary reports to ensure repeatability. 

  • Experience creating data-driven quality frameworks with solid analytical and problem-solving skills Experience  

  • Experience with building, configuring, and managing Azure environments 

  • Experience with data tools and platforms such as Azure, Hadoop, NoSQL, Spark, SQL Server etc. 

  • You will be part of a team responsible for providing an outstanding technical support experience to our business customers, both internal and external 

  • Collaboration with others within the BTS community to engage subject matter experts, Product Engineering, Product and/or Management 

  • Provides both technical expertise (either on your own or by involving your colleagues) 

  • Excellent communicator and a service oriented professional 

  • Experience with working with global teams across multiple regions 

  • Flexible Work Hours to include US Time Zones 

  • Continuous improvement in developing deep expertise in Microsoft Products 

  • Continuous improvement of requirements and quality control measures 

  • Contribute to advanced technical content creation including Microsoft Knowledge Base articles, samples, whitepapers, and training when required. 

  • Participate in regular technical triage meetings across the BTS community for knowledge sharing with other BTS members. 

  • Work in partnership with internal business, external 3rd party technical teams and functional teams as a technology partner in communicating and coordinating delivery of technology services from Business Technology Services (BTS). 

  • Participate in the Demand Management and Change Management processes. 

  • Proven ability to motivate in a team-oriented, collaborative environment.  

  • Works closely with the TSM, BSA, Product and Product Engineering teams within BTS and acts as a technical liaison.  

  • Reviews customer specifications and determine product compliance or exceptions; recommend appropriate products and configurations for customer applications or to meet customer requirements. 

  • Provide technical support to internal and external customers for all OnProcess Agora offerings and products and services. 

  • Accurately assess customer’s needs, matching them with Agora functional capabilities or propose modifications to current products and/or propose new product concepts for further development by engineering. 

  • Identify emerging trends in the marketplace and communicate back to specified departments within BTS in a clear and detailed manner. 

  • Assist in new product introductions by being the resident “expert” and gaining knowledge and understanding of current and new product offerings that support BTS business initiatives. 

  • Develops application implementation and requirements documentation and implements/coordinates changes as needed. 

  • Assists TSMs/BSA’s with Quality Assurance of requirements gathering and documentation assisting to minimize and/or resolve and post go live technical production issues, improving launch quality. 

  • Oversees assembly and delivery of business and technical requirements by working closely with customers and BTS colleagues. 

Qualifications:  

  • Ability to read plans, software/hardware documents, and drawings.  

  • Ability to gather and compile data from a variety of departments.  

  • Excellent organizational skills and attention to detail. 

  • Strong analytical and problem-solving skills. 

  • Proficient with Microsoft Office Suite or related software. 

  • Direct experience of enterprise solution shaping and Microsoft Azure Cloud deployment architecture development 

  • Microsoft Azure and its relevant build, deployment, automation, networking, and security technologies in cloud and hybrid environments. 

  • Bachelor’s degree in related field required. 

  • At least five years of related experience highly preferred. 

  • Experienced in the design and delivery of enterprise-level Highly Available solutions. 

  • Experience of supporting Salesforce and Azure  

  • Ability to manage technical challenges and politically sensitive customer situations 

  • Strong communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience 

  • Passion for technology, problem solving, and customer supportability 

  • Ability to discover, recognize and assess alternate solutions to a problem alongside client impact analysis 

  • Ability to work collaboratively with others in a broad technology field alongside strong Logical, Analytical and Critical though processes. Ability to develop and nurture relationships over long distances and remote technologies like Teams 

  • Ability to deal with ambiguity around technical issues being reported by TSM’s/BSAs 

  • Strong communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience  

  • Ability to develop and nurture relationships over long distances and remote technologies like Teams  

  • Degree or equivalent in related field, advanced degree preferred; comparable levels of combined education and experience will be considered  

  • Good understanding of relational databases.  

  • Analytical thinker and problem solver with the ability to navigate through challenging situations in the most professional manner possible.  

  • Must be able to work in a dynamic, rapidly changing environment and interact with partners and customers directly.  

  • Exceptionally self-motivated and directed, with top-notch interpersonal and communication skills.  

  • Superior analytical, evaluative, and problem-solving abilities  

  • Positive, organized, and proactive, tenacious with an enthusiasm to support the business  

  • Gather and synthesize requirements and input from multiple stakeholders (internal product teams, engineers, user experience designers, sales, business operations, industry strategy, consulting, customer engagement, customer support, etc.). 

  • Deliver project and program reporting, create summaries and overviews of investments, and review content / insights from stakeholders’ status commentary to ensure content quality for executive-level program/project reporting. Integrate reporting with day-to-day governance practice to drive compliance. 

  • Collaborate with product teams on the definition and execution of product objectives supporting the creation of an actionable product roadmap, and the delivery of product strategy, factoring in ROI, market research and stakeholder inputs. 

  • Communicate prioritization to other stakeholders in the company and drive consensus on the path forward with the rest of the organization on the how and why for initiatives and features 

  • Develop KPIs, dashboards, and other program health tracking to provide visibility to key stakeholders on projects and programs. This will include working with key stakeholders to define key performance measures and driving analytics. 

  • Extract, combine and transform raw data from various source systems to present meaningful insights for management decisions. 

Preferred Skills / Qualifications:  

  • 3+ years of work experience with a bachelor’s degree preferred 

  • Master’s degree in Computer Science, Computer Engineering, CIS/MIS, Data Science, Cybersecurity, Business, or a related field, graduating  

  • Minimum 3 years’ experience in Software Implementation and Quality Control 

  • Comfortable working with small / large diverse teams and with remote resources 

  • Strong communication skills (verbal and written) 

  • Ability to adapt and be flexible to changing priorities 

  • Ability to organize time, work independently, and communicate progress to internal and external team members 

  • Experience with Engineering and Process Design tools is desirable 

  • Experience with software development is desirable 

  • Strong communications skills, specifically, the absence of repeated grammatical or typographical errors, clear and concise written and spoken communications, and communications that demonstrate professional judgment. 

  • The ability to take on challenges and address problems head-on 

  • Highly driven, resourceful and results oriented 

  • Good team player and excellent interpersonal skills 

  • Good analytical and problem-solving skills 

  • Demonstrated ability to lead and navigate through ambiguity 

  • Proficiency with Database Programs, Design software; Internet software; with ability to create concept and detailed designs by utilizing CAD, Visio, MS Products or similar software to generate drawings or concepts that can be used inside and outside of the company to provide customer solutions and design successes. 

  • Proficiency with Microsoft Office: Word/Excel/Power Point/Outlook 

Physical Requirements  

  • Must be able to move intermittently throughout the work day  

  • Must be able to lift, bend, etc.  

  • Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met  

  • Quiet and limited distraction work from home environment  

 

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.  

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