Solutions Architect/Program Manager
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POST DATE 9/15/2016
END DATE 10/24/2016
San Martin, CA
JOB DESCRIPTIONEssential Duties and Responsibilities:
? Develop detailed concepts and designs for technology utilized by customers and employees to interact with the Contact Center.
? Able to influence decisions and facilitate change management through collaboration and leadership.
? Evaluate/prototype new technology solutions.
? Maintain a level of constant and effective communication with managers, leaders, and subject matter experts in a variety of business, functional and technology areas.
? Manage implementation of technology infrastructure through partnership with the Information Systems & Technology organization, which may include hands-on configuration for solutions design.
? Work with the Contact Center leadership team to develop high-level contact center technology infrastructure strategies.
? Perform assessments of existing technology infrastructure and document 'as-is' environments as required.
? Collaborate with business partners and regional counterparts to efficiently write requirements and implement projects.
The ideal candidate will be self-directed, motivated and comfortable working in an extremely fast paced environment. They must also have strong architecture, analytical, project management and coordination skills to handle a variety of activities and complexities spanning the organization. Candidates must be able to work at a very detailed level while being able to articulate abstract concepts to the team and senior management.
Additional Job Details:
Required Skills and Experience: ? 8+ years of proven experience designing and implementing technology solutions in a contact center environment spanning the total infrastructure stack including but not limited to Multichannel Contact Routing, WFM, IVR/ACD/CTI, CRM, Analytics and Self-Service ? Solid understanding and experience with UI/UX Design principles ? Technical understanding of client and server side technologies (e.g. nodejs, query, JSON, WS, Cocoa, Objective-C, Swift) ? Experience leveraging functional expertise to create a phenomenal customer experience ? Exceptional communication and facilitation skills ? Thrives in ambiguous work environment ? Strong team player with a high degree of flexibility Education: ? Bachelors Degree in Computer Science or related field ? MS or MBA is considered a plus We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.