Solution Architect Customer Contact (100% Remote/Virtual)
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.
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The Solution Architect Customer Contact at US Foods is a key member of the customer service IT team having primary responsibility for providing guidance for all Customer Contact related products and services, including lay the strategic initiatives/roadmaps. This role interacts directly with all levels of management in the IT and business organizations, identifies key customer requirements and presents solutions that meet those requirements.This position is virtual/remote which means the work can be completed from anywhere is the United States except Hawaii or United States Territories.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Assist with the development of formal call center/customer contact technology strategies, roadmaps, and proposals
• Develop and maintain expert understanding of all appropriate applications and products.
• Provide technical guidance and advice on all pertinent technologies.
• Perform advanced technical presentations for infrastructure and business stakeholders.
• Develop advanced system configurations and implementations in response to customer needs and requirements.
• Actively participate as a SME for certain products and technologies, providing consultative support to other Engineers in their area of specialization.
• Provide direct support for the technical aspects of RFI’s, RFQ’s and RFP’s.
• Manage all customer feature requests including documentation of customer requirements, prioritization of all customer requests, and driving development of key features with the vendor team.
• Responsible for continued education on the platform and underlying technologies.
• Provide technical leadership to the business team.
• Teach other members of the team and act as a mentor as required.
• Implement and support new CCaaS management system
RELATIONSHIPS
• Internal: Business Stakeholders and End Users, IT Leadership, IT Delivery (Scrum Masters, Developers, Architects, UX Designers, Program Managers, etc.)
• External: Application / Systems Vendors (as applicable)
WORK ENVIRONMENT
• Up to 20% travel
MINIMUM QUALIFICATIONS
• 10+ years experience in Voice and Contact Center architecture and/or customer contact products, protocols, and solutions
• Knowledge and demonstrated operating experience in CCaaS software
Education
• Bachelor’s degree in Computer Science, Business Administration, Information Systems, or equivalent work experience required
PREFERRED QUALIFICATIONS
• Experience in the following areas of specialization: Avaya CCE, Session Border Controllers, WFE, WFO, Advanced Call Routing
• Understanding of VoIP and data networking protocols including: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc.
• Experience with telecommunications network design, architecture, and support.
The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $100,500.00 and $134,000.00. In New York City, the expected compensation for this role is between $119,600.00 to $159,500.00. In California and Washington, the expected compensation for this role is between $113,600.00 and $151,500.00. This role is also eligible for an annual incentive plan bonus. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here:
https://www.usfoods.com/careers/benefits.html
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