by Ronald Barron | Aug 20, 2024 | Uncategorized
About the Role
Title: AI-Powered Contact Center Solutions Architect
Location: Arizona United States
Job Description:
Illinois, USA
Massachusetts, USA
North Carolina, USA
Washington, USA
Georgia, USA
View All 6 Locations
time type
Full time
posted on
Posted 25 Days Ago
job requisition id
JR104850
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Location: This is a US-based and work from home opportunity. The job is not limited to the locations advertised.
Genesys is seeking a highly skilled and experienced Contact Center Solutions Architect with institutional knowledge of AI services and capabilities to join our dynamic team. As a key member of our Professional Services group, you will lead the strategic solutioning efforts within our AI ecosystem, providing broad and deep expertise in technology to enable our customers to deliver on our Experience as a Service vision. In this role, you will design cutting-edge CCaaS solutions using the Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with cross-functional teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our customers.
The role requires broad technical understanding, strong spoken and visual presentation skills, and the ability to create and deliver highly customized demonstrations. You will position our delivery services for customers and prospects, becoming the expert in the room.
Key Responsibilities:
Technical Leadership:
- Act as the subject matter expert on Genesys solutions, leading technical, business, and architectural discussions with customers, account teams, and Professional Services Delivery leads.
Architecture Design:
- Design and develop comprehensive architecture for CCaaS solutions incorporating AI technologies such as Conversational AI, machine learning, chatbots, Agent Assist, Co-Pilots, Knowledge surfacing, and other AI technologies from the Genesys product portfolio.
Solution Implementation:
- Provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices once deals are closed.
Innovation and Research:
- Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI. Contribute to ongoing innovation initiatives and drive innovation through the development of CX Cloud blueprints and accelerators.
Collaboration:
- Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.
Documentation and Communication:
- Prepare and maintain architectural documentation, diagrams, and technical specifications. Communicate complex technical concepts effectively to both technical and non-technical stakeholders. Provide training and mentoring to the broader Professional Services organization.
Requirements:
- 8 plus years of Contact Center industry experience, with a track record in solutions engineering/technical services/pre-sales.
- Proven experience designing and implementing CCaaS solutions in a cloud-based environment.
- Deep understanding of AI technologies such as NLP, machine learning frameworks, and AI-driven analytics.
- Ability to address complex technical and selling situations with proposed resolutions.
- Strong proficiency in programming languages such as Java, Python, or similar, and familiarity with cloud platforms (AWS, Azure, Google Cloud).
Additional Technical Skills (not all required):
- Experience with AWS AI services such as Lex v2, Bedrock, Kendra, and SageMaker, or cloud AI equivalents.
- Certifications in relevant technologies (AWS Certified Solutions Architect, Google Professional Cloud Architect, etc.).
- Practical technical knowledge of a wide solution set of Genesys solutions and cloud technologies.
- Working knowledge of NodeJS and/or Python to build AI and data embedding integrations.
APPLY HERE
by Ronald Barron | Aug 19, 2024 | Uncategorized
About the Role
Sr. Solutions Engineer
United States
Global Depts – 54 – Customer Success – Deposits /
Remote
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.
At Mitek, we believe that teams are stronger and more innovative when they have the range of opinions and perspectives that come from diversity. Very simply, we know that diversity is a foundational strength for our organization. A diverse workforce makes for stronger teams as a wider breadth of thinking and experience broadens the power of our collective mind. Building stronger teams is foundational to serving our customers comprehensively, innovating our products and solutions, and enabling more impactful decision-making across our business.
We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.
The Solutions Engineer will play an important role in the post-sales/implementation phase of our products with our customers. They’ll work directly with the customer, with both leadership and technical personnel, in order to successfully implement our check fraud technologies. They will also be called upon in certain times to create enabling technology such as tools and/or applications that assist in the overall promotion of those check fraud technologies.
What You’ll Do (Core Responsibilities):
-
- Collaboration with internal/external teams to develop robust solutions
- Accurately scope out and communicate the project implementation efforts to the customer
- Serve as the main technical point of contact throughout the customer onboarding process
- Educate customers on Mitek product offerings, integration techniques, and best practices
- Work closely with the teams of clients/partners to understand their development environment
- Support and assist customer with end-to-end troubleshooting when issues arise
- Build software tools and applications as necessary to enable Mitek product offerings
- Capture and provide valuable customer feedback for product improvements
- Remain highly organized in a fast-paced dynamic environment
Who You Are (Soft Skills & Attributes):
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- Self-starter and entrepreneurial mindset
- Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
- Data-driven, strategic mindset
- Logical and creative problem-solving
- Excellent interpersonal and relationship management skills
- Planning, organization, and facilitation skills
- Ability to manage and influence others (both within and outside your own direct workgroup)
- Ability to summarize complex issues simply and effectively
What You’ll Need (Required Knowledge, Skills & Abilities):
-
- Bachelor’s Degree in Computer Science, MIS, BSEE, or equivalent experience
- Must have 10+ years of relevant experience in software development, system design, or enterprise architecture with background in support or professional services
- Knowledge in web-based systems architecture, service-based architecture, enterprise application architecture
- Proven enterprise development experience
- Proven customer facing experience and solutions-based consulting
- Experience working with large data sets, Database/Data Warehouse Design and System Performance Optimization
- Experience with JSON, XML, X9 Files, ETL, AWS, Web Services, REST, Windows Services
What Would Be Nice (Preferred Skills & Experience):
-
- 5+ years of experience in the Financial Services industry
- Experience with check processing technologies
- Experience with Fraud detection solutions
APPLY HERE
by Ronald Barron | Aug 19, 2024 | Uncategorized
About the Role
Production Support Engineer
Remote
Amount is the premiere digital transformation partner for financial institutions committed to the future of banking and to creating safe and personalized customer experiences that help people better manage their financial lives. Our fully integrated and flexible platform is built on years of digital lending experience, enabling digital agility within months and a full suite of end-to-end consumer, small business and embedded finance solutions that fit the way people want to bank.
Inclusion, diversity, and belonging are core to Amount’s values, and we believe they are more than words, they are actions. We support our commitment to these ideas by empowering intrepid engagement and learning, increasing diverse representation, and fostering a culture where everyone can bring their full self to work without regard to differences. We look for people who embrace this culture.
A DAY IN THE LIFE:
The Production Support Engineering team plays a key role at Amount by ensuring production issues are managed efficiently and effectively. You will manage high priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. Each day, you’ll interact with every aspect of our organization in order to find the best solution for our partner. Management of ticket queues, monitoring for issues and post-release validation are also a large part of this role, all while meeting our partner’s SLA requirements.
Team: This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others.
Salary: $63,000-73,000 base salary
Benefits & Perks: Check them out HERE!
Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer
WHAT WE’LL TRUST YOU TO DELIVER:
- Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving
- Prioritization and triage of incoming requests/issues
- Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required.
- Management of all incidents through the incident management lifecycle
- Documentation of all relevant events, getting status reports while driving decision-making and resolution
- Ensure stakeholders are updated according to predefined service level agreements
- Completion and ownership of the postmortem with appropriate root cause analysis performed
- Improvement suggestions to capture preventative measures that will avoid recurrences of incidents
- Investigate patterns that indicate larger overall issues, even if we don’t have the solution.
- Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested
- Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must
- Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base
WHAT YOU LIKELY BRING TO THE TABLE:
- Technical and/or engineering background, ideally with experience writing SQL queries
- Experience working with development teams in a fast-paced environment
- Basic knowledge or interest of any programming language such as Java, Python or Ruby
- 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure
- Previously collaborated with a wide spectrum of internal and external stakeholders
- Worked in an organization with a complex business environment
- Leadership skills with the ability to make quick decisions
- Familiar with ITSM/ITIL concepts
- You thrive being a self-starter, who can lead others during stressful situations
- Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)
APPLY HERE
by Ronald Barron | Aug 19, 2024 | Uncategorized
About the Role
Project Management Team Lead
Location:Remote (Full-Time, Work-from-home position)
Who You Are:
We’re searching for an experienced and performance-driven Project Management leader to oversee and guide our project management team. This role is not just about maintaininganyone can do thatit’s about innovating and setting new standards in project management.
Who We Are:
One Firefly is an award-winning marketing agency catering to technology professionals in residential and commercial markets. We’re the premier marketing agency in our vertical, providing innovative solutions that enhance visibility and drive results for hundreds of clients. As a key player in our team, you will be instrumental in helping us achieve unprecedented effectiveness and efficiency.
What youll do:
- Mentor, guide, and train existing Project Coordination team members, and proactively drive process change to develop a more efficient, lean, and detail-focused team.
- Track deadlines, deliverables, resources, action items, and timelines, holding owners accountable and ensuring projects remain on track by monitoring progress and resolving issues.
- Develop and uphold project management standards, methodologies, processes, tools, and enforce project governance to ensure alignment with organizational goals.
- Identify and implement opportunities for automation within the project management processes.
- Identify and use key performance indicators and reporting systems to assess and lead the Project Management team towards organizational success.
- Collaborate with senior stakeholders on project-related activities and individual project levels.
- Continuously monitor project performance against established objectives and metrics.
What youll bring:
- Notable PM experience within a Digital Marketing, Web Design, or other Business-to-Business product/service delivery environment
- Team management experience (min 3 years, 5+ preferred) with a track record of leading and coaching team members towards career development opportunities
- Traffic Management/Resource Allocation knowledge and experience
- Strong skills with Google Sheets or Microsoft Excel
- Experience with PM Software; Zoho Projects a plus
- Experience using a Business intelligence application a strong plus (Tableau, Zoho Analytics or similar application)
- Relevant Project Management certifications such as PMP or CSM
- Bilingual; English and Spanish highly preferred
- Experience in a client-facing service role
- Process driven and focused on identifying ideal methods to deliver the optimal product or service to clients
APPLY HERE
by Ronald Barron | Aug 19, 2024 | Uncategorized
About the Role
Supervisor, Manual Pharmacy Claims
Remote
What you’ll do
In a few words…
Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…
As the Supervisor for Claims Services, you’ll be responsible for overseeing and supervising a team of individual contributors tasked with the timely and accurate processing of prescription claims. Claims Processing Supervisor includes within its scope the operational services for Direct Member Reimbursements, Manual Pharmacy Claims, and Subrogation. This leadership role includes management activities such as analyzing and preparing work forecasts to support staffing plans, training, coaching, and supporting operational issue management. The supervisor will also drive and support process improvement initiatives and ensure adherence to department standard desktop procedures and SLAs. You will oversee the organization and distribution of work related to manual claims receipt and processing and serve as the main liaison with other departments.
The fundamentals for the job…
- In this role, you will oversee the day-to-day work of a team of individual contributors to deliver PBM Claim Services to members, pharmacies and payers
- Provide input and monitor desired team goals (i.e., OKRs, KPIs, and project deliverables), ensuring your team is delivering accurate and timely results
- Contribute to the development of the team through regular performance assessments, growth conversations, and calibration processes, with support from the Director.
- Actively participates in defining and maintaining standard desktop procedures (SDP) for critical department functions
- Analyzes department data to identify opportunities in process or product improvements to improve department scalability and efficiency
- May lead department related initiatives including new claim service creation which can entail the creation of new processes, and partnering with internal partners to complete system enhancements
- Proactive review of work inventory to optimize resource allocation on a continuous basis
- Performs qualitative review of random claims processed by the team to ensure adherence to SDPs and overall claims accuracy
- Ensure daily tasks related to manual claims processing are adequately distributed between the team members and are completed towards client satisfaction and complaint with regulatory requirements and SLAs
- Mentors and provides feedback to ensure team members are consistently delivering quality and well-timed results in partnership with stakeholders
- Represents the manual claims team in internal and client calls and collaborates with peers for second tier consults
- Develop and deliver progress status reports and hold regular status meetings with team.
What we expect of you
The bold requirements…
- Bachelor’s degree in Computer, Healthcare, Business, or related field. (In lieu of a degree, equivalent, relevant work experience may be considered.)
- 6+ years PBM or Pharmacy Claim Operations experience.
- 3+ years of supervisory experience
- Excellent analytical and problem-solving skills.
- Ability to establish good interpersonal skills.
- Excellent oral and written communication skills.
- We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only).
- This position requires availability to work in a specified time zone, accommodating the business needs of our clients and team members based in the in the determined time zone
- This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).
Nice to have…
- Experience working with SQL and Excel tools.
- Knowledge of Medicare and Medicaid.
- Bilingual: English/Spanish
Physical requirements…
- Must be able to access and navigate each department at the organization’s facilities.
- Sedentary work that primarily involves sitting/standing.
APPLY HERE
