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Principal Application Engineer, Customer Service

Job Category: Application Development
Location: India - Telangana - Hyderabad

Meet Our Team:

The customer Service-Horizontal team is responsible for designing and implementing features on top of the Pega Platform while building consumer-grade Customer Service application features that can be smoothly adopted by our internal customers and external customers alike. This team churns out multiple product releases in a year while ensuring we maintain the highest level of product quality and cover multiple scenarios involving Performance, Scalability, HA, Implementation, Security and Accessibility. Some of the recent achievements include building out the entire GDPR (Euro regulation) feature for CS products, building out the new customer acquisition flow and enhancing the search for text-based channels. High emphasis is given to architecture and designs while also enhancing application maturity.

Picture Yourself at Pega:

Pega is a CRM cloud company and Customer Service is one of the bestselling products in the CRM area. Per Gartner and Forrester's report, we have been consistently rated very strong in our product offerings and strategy. Pega Customer Service has significantly evolved in the recent areas and caters to some of the most complexes to simple use cases that Organizations expect for their CRM operations.

This role is for one of the core teams of Customer Service enabling these capabilities for the product while working very closely with Product Management, and Platform development teams to build consumer-grade application features and maintain the highest quality for the product.

What You'll Do at Pega:

  • Be part of a dynamic and enthusiastic fast-growing team delivering L3 & L4 support to customers on resolving the issues raised on the product
  • Keep all the stakeholders (Pegasystems & Vendor) up-to-date with the progress, risks involved
  • Manage the releases, patches and hotfixes for the issues raised by customers following the Pega defined process and policies
  • Analyze the issues reported by customers and provide solutions
  • Work along with team members to help grow technically and guide them to solve issues
  • Understand product functionality and client-customizations to provide better solutions
  • Direct client support where required to understand and provide analysis for the issues client has with the product
  • Respond promptly to client and engineering inquiries to handle and resolve client issues.
  • Independently handle complex, critical and other escalated technical issues including root cause analysis collaborating with both internal and external parties
  • Take ownership of technical issues, and work with other engineering teams to resolve more advanced issues whenever necessary
  • Record, track and document support cases using PegaSupport
  • Analyze log and trace files to spot common trends and underlying problems
  • Demonstrate a high level of empathy for client concerns and commitments to timelines
  • Quickly and effectively understand and translate product and environment issues into technical solutions

Who You Are:

This person will be working closely with product management to address the issues being faced by customers and translate them as requirements into application features for future releases, helping own up the technical and architectural design of solutions, defining the quality and gating criteria while taking complete responsibility of the deliverables from the team. Work closely with the team members in mentoring them, helping with technology issues, resolving dependencies, and motivating them to excel; while also being completely hands-on; and being responsible for the development of core and complex components of the product. Be exemplary and lead by example; whilst being able to win the confidence of team members by learning the product quickly and effectively.

What You've Accomplished:

  • 7-10 years of Application Software development experience, preferably in a product development company
  • Bachelor’s Degree in Computer Science, Computer applications or related field
  • Comfortable communicating verbally or in writing to any audience
  • Strong understanding of Application Software engineering concepts and practices.
  • Prior experience with enterprise systems including CRM, Industry applications, ERP and their corresponding business domain knowledge
  • Preferred experience developing integrations using APIs
  • Strong knowledge of and practical experience with Agile/Scrum development methodology and the entire Application Software development process
  • Practical knowledge of Application Software design patterns
  • Designed/Developed and maintained an enterprise-grade product
  • Experience working with Architects, Tech Leads and Product Owners to understand challenges and provide innovative solutions
  • Building end-to-end solutions which account for all functional, non-functional and system specifications provided by the Architects
  • Strong knowledge of quality processes in a DevOps environment
  • Providing concrete inputs into project planning and effort estimation decisions
  • Pega 7.x/8.x experience/certification is a plus.

Pega Offers You:

  • Opportunity to work with world-class teams, who are passionate about client success with the mission of changing the way software is built
  • Pega offers benefits that are aimed at keeping employees happy, healthy and productive https://www.pega.com/about/careers/benefits-and-culture
  • Market-leading technology in areas of Digital transformation, artificial intelligence and 1:1 Customer Engagement
  • Continuous learning and development opportunities
  • A highly collaborative environment for the designing and development of new ideas and features
  • An innovative, inclusive, agile, flexible, and fun work environment
  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Job ID: 15582

Inclusion and Diversity - Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Accessibility – If you require accessibility assistance applying for open positions please contact PegaApplication@pega.com.

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Pegasystems Limited UK Gender Pay Gap Statement

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