Engineering Manager, Messaging & Automation : 19-02938

San Jose, CA 95110

Posted: 06/21/2019 Job Category: Project / Program / Product Management & Architecture Job Number: 12339469
Akraya is looking for a Customer Support Manager for one of our leading clients. To be considered, please apply or call Harsh at 408-512-2437.
 
We are an award-winning staffing firm that works with many leading technology-based companies around the world. The benefits offered to our employees include Health Insurance (Medical, Dental, and Vision), Cafeteria Plan (HSA, FSA, and dependent care), 401(k) (enrollment subject to eligibility), and Sick Pay (varies based on city and state laws). If this position is not quite what you’re looking for, visit akraya.com and submit a copy of your resume. We will get to work finding you a job that is a better match at one of our many amazing clients.

Primary Skills: LivePerson, Any Messaging platform, Kafka, Snaplogic, SAML and OAUTH
Duration: Full Time

Job Description:

The challenge
  • As a member of the Customer Experience Services leadership team, you will be responsible for managing a global team to deliver world-class, always-on messaging & automation services to power the Customer Support experience for all business units. You will be responsible for all aspects from developing the Customer Support systems strategy to delivery and operations. This is a high impact role, in IT and Customer Experience function.
  • You will forge a significant partnership with the Customer Experience leadership team to drive transformation as Client re-imagines the entire customer experience to support and retain customers. You will partner with the business units to drive large scale change initiatives that will be critical as Client re-platforms all of the Customer Support systems to enable always-on, personalized, multi-channel and intelligent customer
  • service.
What you'll do
  • Drive a cultural shift and new way of thinking across the team to create a laser focus on world class Omnichannel experience for client's customers
  • Lead a global team of IT professionals (U.S. and India), responsible for the development, delivery and operational support of messaging applications and services which enable client's support organization with a goal to delight Client's customers. This team is responsible for strategy, roadmap development, requirements analysis, architecture, development and QA for messaging solutions
  • Build and execute on the roadmap to better align the team with the business needs
  • Be viewed as a trusted partner to the business groups, understand needs and gaps and lead the vision for becoming an irreplaceable technology partner to business groups
  • Be a thought leader, ideate and lead the execution for innovative customer delivery in a subscription based business model
  • Make an impact and build a rewarding career with our Customer Experience Services organization.
 What you will bring
  • BS Degree in Computer Science or equally challenging technical degree.
  • Proven track record in IT Engineering leadership with experience leading change in a high growth digital or SaaS company demanding an always on customer experience
  • Background in case management, knowledge management, Omnichannel customer experience, social customer service, Community Platforms, call center technologies and supporting a call & contact center operation including: Telephony, IVR, CTI, Chat/Messaging, Chatbots etc.
  • Knowledge in programming language such as Java, Javascript or Python. Database such as SQL server or Mongodb.
  • Experience with LivePerson or other leading Messaging platform.
  • Experience utilizing AI/Client technologies to improve customer support experience.
  • Understanding of Integration technologies such as Kafka and Snaplogic.
  • Familiarity with CI/CD tooling including Git, Maven/npm, Jenkins, Selenium.
  • Understanding of scaling, HA & DR in cloud such as AWS or Azure.
  • Familiarity with security standards such as SAML and OAUTH.
    Please apply directly with your updated resume or call Harsh at 408-512-2437

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