Professional Services Consultant II - Technical Solution Architect LiveOps
THIS JOB HAS EXPIRED The Professional Services, Technical Solution Architect position with LiveOps provides a great opportunity for a seasoned, client-facing Professional Services consultant, with software programming experience in the contact center space, to work with enterprise customers, partners, and internal and contractor teams. In this role you will build client specific as well as generic integration solutions.
As the Technical Solution Architect you will participate in the whole lifecycle of an opportunity. You will work with Sales and Clients to gather requirements, to design technical solutions, to prepare solution specifications and to provide estimates and SOW input. In designing solutions you will work with internal teams in Professional Services, Engineering, Customer Support, Operations and Contractors to ensure we put our best foot forward. In doing so you will use and expand a ?tool box? that contains agent scripts, IVRs/ASRs, reporting/fulfillment capabilities, standard platform features, APIs, custom integration components and possibly external vendors. Once a Client approves a project you will manage the implementation through its end until customer hand off and external/internal training. This may require hands on programming and call center configuration.
Beyond supporting Client projects your experience in the contact center industry will allow you to define new services/features, which will result in additional Professional Services activity.
There may be travel involved.
You will report to the Integration Solutions, Professional Services manager.
Responsibilities will include:
Team work with LiveOps departments: Sales, Engineering, Operations, Professional Services
Assess client requirements and design technical solutions
Manage technical implementations end to end, including as necessary programming, code review, documentation, testing, QA, training, hand off
Contribute to the existing Professional Services offerings
Contributing to the Professional Services team knowledge base on a regular basis
Accounting for a minimum of forty hours per week through a time tracking system and for maximizing billable hours/utilization
Proactively seeking to expand billable professional services work
Strong problem solving and analytical skills, including an ability to summarize findings and generate solutions across a matrix organization
5+ years of experience working in external customer-facing roles including both SMB as well as large, complex enterprise customer
Experience with system engineering and software programming, preferably with a cloud services company
Experience working with off-shore contractors
Experience with call center technology, multichannel contact center routing solutions, telephony, advanced voice/data networks, and web services interfaces
BS preferred, preferably in a technical field
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps? technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
||Redwood City, CA |
THIS JOB HAS EXPIRED