In this position, you will perform functional reviews, technical high level and detail level design build and review, oversee projects implementation from start to finish. Technical knowledge includes a CRM and CMS platforms, payment solutions, web and mobile development methods, performance, and development toolsets as well as strong experience working in a service-oriented architecture with middleware interfaces.
The Customer Experience Technical Lead will be responsible for leading and managing the Customer Experience Development Team throughout the entire application lifecycle including the design, implementation, and maintenance of all business application solutions. Direct the technical activities, analysis, and design of the Customer Experience solutions. Develop standards and practices that direct the day to day operations of the Customer Experience Development Team. The incumbent will communicate with a wide audience, including staff within IT, Data Conversion Lead, Enterprise Architect Lead, SI Vendor and Program team to ensure deliverables are built in accordance with defined quality standards.
Provide technical leadership in the delivery of Customer Experience Solution (CRM, Digital, CMS and other related technologies) for both firms' customers as well as business users
Enable the design of conceptual architecture and technical solutions
Manage CRM and web developers whose mission is to design, develop, implement, and maintain Customer Experience (customer and enterprise facing)
Provide technical leadership in the delivery of Customer Experience Solutions
Lead and provide technical oversight for web, application servers, CRM, CMS, and payment solutions as well as strong experience in integrated solutions utilizing middleware to integrate with ERP, billing, and other applications
Understand internal and external customer pain-points; anticipates customer's needs and proactively design solutions
Establish and maintain close working relationships with key stakeholders to understand business objectives, anticipate demand and rapidly respond with working solutions
Develop an understanding of all integrated systems (such as ERP, Agent Desktop, Billing, Work & Asset Management) that will be impacted by the implementation and begin to plan for the retrofit and conversion that may need to occur
Analyze requirements and aid in designing technical solutions to meet business goals, objectives and functional/non-functional requirements in alignment with architectural standards
Designs, tests, and debugs Customer Experience interfaces
Assists in day-to-day operations as troubleshooting problems arising from regular use, production support, and maintaining the Customer Experience platform
Work with other team members and leaders, proactively identify and mitigate/resolve risks and issues
Develops scripts for data merging and migration, and assist in the development of ERP interfaces to internal and external systems
Documents all technical processes, requirements, flows and diagrams; develop appropriate requirements, design, testing and deployment documentation to support the solution delivery
Identifies tasks and interrelationships to evaluate technical and cross-technical requirements
Provide subject matter expertise to internal customers around implementation methodologies and how to successfully deploy CRM and CMS solutions
Provides the operational support for developing and maintaining the enterprise information architecture related to Customer Experience
Review and provide solution design for all boundary system integrations (ex: web services (SOAP/RESTFul)/service bus/microservices/API).
Work closely and be in alignment with IT, other project and legacy architect(s) and business team.
Drive and address any critical production issues which have been escalated to the project team post production while balancing new project delivery
Provide recommendation for technology optimization/tuning. Lead performance enhancement initiates once solution in production
Drive and perform products/new technologies/solutions proof of concept and evaluation.
Manage vendors and lead key technical decisions.
The Successful Applicant
Bachelor's Degree in Computer Science, or equivalent plus minimum 8 years of relevant experience, including minimum 5 years in IT.
Hands on experience in building and deploying enterprise level Web Content Management solutions
Experience and/or certification in one or more of the following: Salesforce CRM Architect, Oracle CRM On Demand Certification, SAP CRM Certification, and Microsoft Dynamics Certification; Successful candidate should have relevant analysis, design, development and implementation experience in CRM based solutions around Case Management, Agent Desktop, Sales Productivity, Field Services, Project Service Automation, Customer Care and Contact Center
Experience and/or certification in one or more of the following: Adobe Experience Manager Certification, Site Core Experience (non Commerce) certification, or Drupal Certification or verified training
Development experience in core Java, J2EE, RESTful web services and modern front-end frameworks (jQuery, Bootstrap, LESS, etc.)
Desirable technical experience in Informatica iPaaS technology in API Gateway, B2B, and MFT
Experience doing a minimum of one complete CRM (Sales, Service, and/or Marketing) implementation or re-platforming
Experience doing a minimum of one complete CMS (Web Content) implementation or re-platforming
Knowledge of SSO, SAML, OAUTH
Experience with responsive web development
Experience with web server technologies (Apache, Nginx) and mixed cloud and on prem solutions
Strong knowledge in system integrations
Strong understanding of relational databases
Good knowledge of SDLC processes and tools and Agile or SCRUM processes
Ability to handle cross-browser and cross-platform issues effectively
Holistic solution, design and architecture skills
Demonstrated ability to troubleshoot and program complex application stack
Excellent interpersonal, communication and team-facilitation skills
Strong attention to detail and deadlines
Ability to work well under pressure and work on multiple projects concurrently
Ability to work well with global team members/suppliers
Ability to work independently with minimal supervision
What's on Offer
Contract to Hire