CCaaS Platform Manager
CCaaS Platform Manager
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Job Description
About SimpliSafe
Were a hightech home security company thats passionate about protecting the life youve built and our mission of keeping Every Home Secure. And weve created a culture here that cares just as deeply about the career youre building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We dont just want you to work here. We want you to grow and thrive here.
Were embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days typically Tuesday Wednesday or Thursday to work together in person and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Why Are We Hiring
Well were growing and thriving. So we need smart talented and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What Youll Do
We are seeking a highly skilled and strategic CCaaS (Contact Center as a Service) Platform Manager to join our growing team. As the CCaaS Platform Manager you will play a critical role in designing integrating and optimizing contact center solutions. This position requires a deep understanding of contact center operations cloudbased solutions enterprise architecture and integration best practices.
The ideal candidate will be both a visionary and a technical leader capable of balancing strategic design with handson implementation. You will work closely with stakeholders including business leaders IT teams and thirdparty vendors to architect scalable secure and futureproof solutions that drive business outcomes.
- Lead team that manages SimpliSafes CCaaS solutions ensuring best in class design and strong partnership across all stakeholders including seamless integration with existing IT systems CRM and other enterprise applications.
- Evaluate and recommend the best CCaaS platforms technologies and tools considering functionality security scalability and cost. Lead ProofofConcept (PoC) initiatives and vendor evaluations.
- Develop and maintain architecture documentation including solution blueprints technical specifications and integration guides. Facilitate knowledge transfer across the organization.
- Stay uptodate with the latest CCaaS trends cloud technologies and industry best practices. Act as a thought leader driving innovation and recommending improvements to current systems and processes.
What Youll Bring
Experience
- 8 years of experience in IT architecture with at least 3 years focused on CCaaS or contact center technologies(e.g. Genesys Cloud AWS Connect Avaya Cisco)
- Bachelors or Masters degree in Computer Science Information Technology Engineering or related field. Relevant certifications (e.g. AWS Certified Solutions Architect Azure Solutions Architect ITIL) are a plus.
- Proven experience designing implementing and optimizing CCaaS solutions.
- Expertise in contact center platforms (e.g. Genesys AWS Connect Cisco Avaya Five9 and integration with CRM systems (Salesforce ServiceNow etc..
- Strong understanding of cloud computing SaaS and enterprise IT ecosystems.
- Proficiency in integration tools and technologies (REST APIs SOAP Web Services middleware).
- Strong understanding of cloud computing SaaS and enterprise IT ecosystems.
- Experience in enterpriselevel integration (e.g. API middleware data synchronization and workflow automation).
- Excellent communication skills with the ability to explain complex technical concepts to nontechnical stakeholders.
- Strong analytical problemsolving skills capable of making datadriven decisions.
- Proven leadership and team collaboration skills.
- Ability to manage multiple priorities in a fastpaced environment.
- Comfortable working across different cultures locations and time zones.
- Self starter with strong organizational skills with the ability to manage multiple projects
- A proactive attitude with the ability to learn quickly and thrive in a dynamic environment
- Ability to travel to our Richmond or Boston office and/or industry events 12 times / quarter.
Preferred Qualifications
- Experience with AIdriven contact center technologies (e.g. chatbots virtual assistants).
- CCaaSrelated certifications (e.g. Genesys Cloud Certified Architect AWS Certified Cloud Practitioner).
- Experience with Agile or DevOps methodologies.
What Values Youll Share
- Customer Obsessed Building deep empathy for customers and developing strong longterm relationships with them.
- Aim High Always challenging oneself and others to raise the bar.
- No Ego no job too small attitude and open inclusive and humble style.
- One Team highly collaborative approach to achieving success.
- Lift As We Climb A track record of investing in developing others and helping others succeed.
- Lean & Nimble working with agility and efficiency to experiment in an oftenambiguous environment.
What We Offer
- A mission and valuesdriven culture and a safe inclusive environment where you can build grow and thrive
- A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here
- Free SimpliSafe system and professional monitoring for your home.
- Employee Resource Groups (ERGs) that bring people together give opportunities to network mentor and develop and advocate for change.
We wholeheartedly embrace and actively seek applications from all individuals no matter how they identify. We are committed to cultivating a diverse and inclusive workplace and we believe our work is enriched when we incorporate a multitude of perspectives backgrounds and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process to perform the essential functions of a position or to receive other benefits and privileges of employment please contact .
Required Experience:
Manager
Employment Type
Full Time
