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Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing
your life's best work.(sm) As the Senior Systems Management Analyst, you will shape the technical evolution of our CCaaS platform with a focus on scaling the platforms, unlocking innovation, and driving efficiencies. You will lead the technology solution partnering with engineering managers from guiding execution to provide a reliable, scalable, and secure platform. As the voice of the customer, you will have direct contact with customers and business partners to gather feedback about our solution. You will understand business requirements, work closely with Solution Product Owners and other engineering stakeholders. This is a position that will have an incredibly broad impact on both the customer and developer experience across multiple services. You will be working collaboratively with diverse and distributed teams to deliver real value across every part of our CCaaS platform. To be successful in this role you must be a self-starter, out-of-the-box thinker, highly motivated individual, able to focus on solution strategy and on execution to deliver results in time. You'll enjoy the flexibility to telecommute from anywhere within United States as you take on some tough challenges. Primary Responsibilities:- Work collaboratively to achieve the organizational goals, objectives, and priorities as tied to the overall CCaaS platform strategic plan
- Establish linkage with other teams, and advocate for cross functional collaboration in establishing best practices and standardization that ensure high quality features delivered to customers
- Adhere to governance and operational support framework supporting the key business imperatives; ensuring teams are operating within established standard design principles and are receiving the appropriate requirements and support from the broader organization
- Conduct market and user research to advocate for customer needs to drive solutions that solves challenges; ensure a customer first approach in product design and development
- Effectively drive the end-to-end readiness of products; technical and operational readiness ensuring the business strategy is executed successfully
- Collaborate with market facing stakeholders to evolve the CCaaS product adoption across customers & partners
- Apply formal change management practices that ensure products are baselined at kickoff and all changes thereafter are thoroughly scrutinized for justification, impact to the program and business
- Support the improvement of customer experience by influencing enhancements to solve customer challenges
- Identify opportunities for process improvement to address inefficiencies and improvements in the customer end-to-end experience. Drive key learnings from launches back into the organization to support continuous improvement
- Oversee customer-facing documentation efforts - helping plan, write, and publish new / update existing developer documentation
- Evangelize stakeholders, support extended teams, and manage product readiness
- Graduate degree in Computer Science, Information Technology, or similar
- 12+ years of experience in product configuration/operations, solution/services, project management
- Experience developing customer facing technology messages and developing solutions/offer strategies
- Experience with best practices and patterns for CCaaS product design
- Experience with competing products, Understanding of industry standards & compliance
- Strong Analytical & communication skills - verbal, written, presentations, at all levels
- Strong skills in representing solution to key constituents including senior leaders and customers
- Well-developed skills in leading and collaborating effectively with global, cross functional teams and the ability to influence effective change management
- Ability to translate concepts into action, technology market research and quickly learn key information regarding the industry to become a subject matter expert
- Ability to focus on key strategies and tactics in order to prioritize results indicative of success metrics
- Master/Post graduate degree in technology or Business
- Cloud contact center platform implementation experience
Vacancy expired!