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Solution Delivery Lead, Customer Interaction Management Solutions

Google Inc.

This is a Full-time position in Austin, TX posted July 29, 2021.

Minimum qualifications:* 15 years of experience delivering software solutions to meet customers needs.* 10 years of experience integrating any of the following technologies: Salesforce, Pega, Verint, BrightSpot, Intellum, etc.* 7 years of experience in stakeholder and people management.* Experience integrating full lifecycle solutions across any of the following domains: CRM, case/ticket management, contact center technology.Preferred qualifications:* Training/certification in key software providers: SFDC, Pega, Google technologies.* Software engineering development lifecycle experience (Agile, DevOps, etc.).About the jobAt Google, we work at lightning speed.

So when things get in the way of progress, the Business Systems Integration team steps in to remove those roadblocks.

The team identifies time-consuming internal processes and builds solutions that are reliable and scalable enough to work within the size and scope of the company.

You listen to and translate Googler needs into high-level technical specifications, design and develop recommended systems and consult with Google executives to ensure smooth implementation.

Whether battling large system processes or leveraging our homegrown suite of Google products for Googlers themselves, you help Googlers work faster and more efficiently.In this role, you will be part of the Customer Interaction Management Solutions (CIMS) Team, within Corporate Engineering at Google.

The purpose of Corp Engineering, is to “build world-leading business solutions that scale a more helpful Google for everyone”.

We are a diverse organization of professionals responsible for designing, building, implementing, and supporting all of Google’s internal and external customer support tools and systems.The CIMS team is responsible for providing vertically integrated customer support solutions to product teams and partners, who interact with external or internal customers across multiple channels at different points of the customer lifecycle.

We take a complete customer-centric approach to designing the solution, taking into consideration process, people, and more.

We act as strategic business partners by driving customer value, reducing and managing risk, and increasing efficiency across Google’s support operations.Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running.

From developing and maintaining our data centers to building the next generation of Google platforms, we make Google’s product portfolio possible.

We’re proud to be our engineers’ engineers and love voiding warranties by taking things apart so we can rebuild them.

We keep our networks up and running, ensuring our users have the best and fastest experience possible.Responsibilities* Translate business requirements into solution needs, which involves understanding the customers’ business and opportunities, creating detailed requirements and functional designs, possibly conducting an RFP for a third-party solution, and defining the integrations required to deliver an end-to-end solution for the customer.* Provide complete customer support business solution conception to delivery.* Partner with the Program Management Office, Solutions Architect Lead, UX partners, and more to design the requirements and deliver the solution.* Assist with business process analysis and design, solutions analysis and design, program management, customer engagement, partnering with other functions, problem solving skills and the ability to manage stakeholders.

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