Job Overview
Reporting to the Professional Services Manager, the Implementation Specialist will work as part of the PSO team in conjunction with an interdisciplinary team of Account Executives, Optimization Specialists, Business Analysts, Developers, and our partners. This role falls within the IT team, a department responsible for the development, implementation, and maintenance of all technology used within the company.
Tactical emphasis is placed on delivering technical solutions for our web chat & tracking applications to fulfill service objectives for our partners; and to integrate this technology with their own third party applications to ensure that all internal and external project deliverable goals are met.
A successful Implementation Specialist is hands on and eager to execute using repeatable and scalable procedures to maximize the performance of company’s solution and meet our partners’ expectations for revenue and growth. As strategic thinkers and excellent listeners they are able to convert the needs of the business into a technical plan. They enjoy working with dynamic websites and understand that they require constant monitoring in order to ensure that technical changes are completed in a timely fashion. Each Implementation Specialist understands that cutting edge technology methods and processes contribute to enhancing our company’s competitive edge and revenue potential. As such they approach the work by pushing the limit of what leading technology can offer and upholding innovative business standards.
We’re a good fit for creative and strategic self-starters, those with an entrepreneurial spirit who take their success and careers seriously and are motivated to make their mark within a high-growth company. We have fun and support one another to achieve top results in our march to reinvent the customer experience in the eCommerce industry. The company is a virtual organization that places the most value on the work produced and believes that ambitious goals are achieved by happy employees who work in an environment of their choice, whatever enables them to be at their best.
Essential Job Functions and Responsibilities
- Collaborate with PSO, Sales, and Account Executive teams to understand the service engagement deliverables for our partners. Participate in partner calls for key accounts to collect data, documents, and other information to ensure that technical requirements can be fulfilled.
- Create specifications that describe how the technology will be implemented for the partner. Configure and customize the technology to match partner specifications. Follow established procedures to format and import partner data, modify the database, and design custom screens.
- Work with the Professional Services Manager to create a project plan and schedule that lists each task in the implementation project.
- Interact with the partner as needed throughout the implementation phase to get feedback and approval at key milestones. Work to adjust the initial scope of the project as needed based on new information from the partner and updated requirements. Keep everyone on the internal project team informed about key deliverables and project milestones.
- Deliver on technical project requirements and expectations from the Statements of Work on time and within budget to ensure that all new partner engagements are successfully launched.
- Document progress, customizations, and key outcomes throughout the entire project life cycle.
- Provide initial support to the partner to answer specific questions regarding set-up and configuration.
- Maintain overall quality of all projects and programs related to technical requirements. Conduct unit testing, test code coverage, and code review. Review the user acceptance testing provided by the Quality Assurance Specialist.
Job Specific Knowledge, Skills, and Abilities
- Technical Ability: Must be able to draft and document the technical design for all technology projects. Extensive working knowledge with CTI/Call Center tools (IVR, ACD, Dialer, Interactive Intelligence, and WFM and monitoring tools). API programming and script writing ability within Salesforce and Web Technologies (HTML, Javascript, CSS, Ajax, NodeJS, Ember, and D3 Charts). Must have strong and thorough functional knowledge of Big Data Solutions, Map Reduce, MongoDB/Couch DB/Cassandra (or any other document DB), data management, and reporting packages. Must have knowledge in Tag management tools (Tealium and other), the Omniture suite, web analytics tools (SiteCatalyst, Google Analytics, and Webtrends), and project management tools (Trello, Gantt, MS Project, etc.).
Education & Experience
- Bachelor in Engineering, Computer Science, or other related discipline
- Minimum 6 years of relevant experience implementing, integrating, and onboarding technology within a high-paced and results-driven environment –
- Must have specific technical experience in: - Web technologies (HTML, CSS, JavaScript, Ajax, NodeJS, Ember, D3 Charts) and web visitor tracking and tagging methods (Tealium and other) - Single page application development with Backbone, Angular, Node Express, Ember, and Node JS - Understanding and exposure to Web analytics tools, Insight API Integrations, and SDK’s (Google Analytics, Omniture, SiteCatalyst, Webtrends)
- Candidates with the following experience will be given additional consideration - Experience in Salesforce.com using Salesforce API and other tools (Cloud, Live agent, Service) - Understanding and exposure to CTI/Call Center Tools (IVR, ACD, Dialer, WFM & Monitoring tools, Interactive Intelligence)
Location: Hyderabad
Contract Type: Permanent and Long Term Placement
