CCaaS Solutions Architect

Job Description

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re 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 don’t just want you to work here. We want you to grow and thrive here.

We’re 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, we’re 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 You’ll Do

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase FCR through the optimization of our cloud based contact center solutions supporting both human and virtual agents. This role is focused on our suite of contact center solutions, including but not limited to: (IVR, routing, analytics, WFM, bot, knowledge base).

• Partner with Program and Product Managers to scope feasibility of feature enhancements to SaaS platforms and propose platform optimization recommendations and solutions
• Assist in troubleshooting technical issues related to CCaaS systems and provide support during implementation and post-deployment stages.
• Support the evaluation of CCaaS technologies and platforms helping the team make informed decisions on tools, frameworks, and technologies.
• Assist in integrating CCaaS platforms with other business systems, such as CRM tools and third-party applications, ensuring seamless data flow and optimized performance.
• Help maintain and update technical documentation, including architecture diagrams, configuration guides, and integration workflows.
• Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs 
• Perform platform enhancements and updates as prioritized by the product pipeline process 
• Stay updated on the latest developments in CCaaS technologies, cloud platforms, and industry trends to continually improve your technical expertise and contribute to innovative solutions.

What You’ll Bring

• BA/BS preferred in Computer Science, Information Technology, Engineering, or a related field.
• 3-5 years of experience working with CCaaS platforms (e.g., Genesys Cloud, AWS Connect, Avaya, Cisco, Sprinklr Service, Salesforce, ZenDesk, Seismic and/or Stonly), designing, implementing and creating technical documentation. 
• Experience with system integration concepts (APIs, Web Services, RESTful APIs).
• Understanding of AI technologies and best practice
• Understanding of database technologies (SQL, NoSQL), security best practices in cloud environments and cloud storage concepts.
• Familiar with Agile or Scrum methodologies, best practices on QA and regression testing to ensure quality deliverables
• Comfortable working across different cultures, locations, and time zones.
• Self starter with strong organizational skills with the ability to manage multiple projects 
• Analytical and capable of making data-driven decisions
• A proactive attitude with the ability to learn quickly and thrive in a dynamic environment

What Values You’ll Share

• Customer Obsessed – Building deep empathy for customers and developing strong, long-term 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 often-ambiguous environment.

What We Offer

• A mission- and values-driven 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 [email protected].