Senior Cloud Full-Stack Engineer - Remote, India
Full time
at SuccessKPI
in
Online
Posted on May 8, 2024
Job details
Join a global team of innovators and builders
SuccessKPI is a global company with a vision to inspire and enable next generation experiences for the world. With a deep focus on achieving success through a shared understanding that we are stronger together, we weave our values into everything we do. Our employees are innovators and builders that help shape the future of our organization. We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong life-work balance. We offer a flexible work environment as a fully remote team, so that you can thrive in today’s ever-changing world. If this sounds like a team you’d be proud to work with, apply today and join us. “The people of SuccessKPI make it an inviting and exciting workplace. Every person embodies the meaning of collaboration and community. The CEO actively participates in our conversations while empowering us to own our work.” Lyndon Thweatt, Customer Support “There’s open atmosphere and readiness to collaborate makes SuccessKPI a great place to work as a team. You’ll notice that on day one.”“I feel a sense of belonging and freedom working here because of the people at SuccessKPI.”Life at SuccessKPI
Diversity, Equity & Inclusion
We are committed to a diverse and inclusive workplace, where employees, customers, and partners feel comfortable bringing their whole authentic selves to work. We embrace differences and unique ideas and look forward to learning from one another each and every day. 0 % of Global Employees are Women 0 % of U.S. Employees are from Underrepresented Groups 0 % of U.S. Leaders are from Underrepresented Groups Our Values We solve problems for our customers We care for our partners & teammates We work hard but don’t take ourselves too seriously We make simple things easy and complex things possible We are creative & innovative We value inclusivity & diversity Perks and benefitsSucceed from Anywhere
Our virtual headquarters keep us connected from anywhere you are. Work remotely while connecting with your team through digital and regional events.Flexibility & Life-Work Balance
Unlimited PTO & flexible work schedules to help balance life Family First – Competitive benefits including paid parental leave for birth, adoption, and fostering; top-notch health plans with the ability to flex your schedule to care for your family.Community Support
Paid Volunteer Floating Holidays to participate in company sanctioned or independently chosen community events. We make it easy to keep your voice active in your community by offering employees the time they need to volunteer or participate in local elections.Wellness Matters
We offer competitive medical, dental, vision, and employee assistance plans along with company-wide fitness challenges.Competitive Compensation
Fair and thoughtful compensation, equity grants, and employer-matched 401(k) are paired with opportunities for career growth and development.Early Career Options
We offer a top-tier internship program with the ability to transition into associate-level positions post-graduation. Open PositionsDo you have what it takes to thrive at SuccessKPI? Apply Here
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today! If you think you’d be a great fit for SuccessKPI and do not see a job posting open that suits your skills, please feel free to submit a resume here. SuccessKPI is a global company with a vision to inspire and enable next generation experiences for the world. With a deep focus on achieving success through a shared understanding that we are stronger together, we weave our values into everything we do. Our employees are innovators and builders that help shape the future of our organization. We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong life-work balance. We offer a flexible work environment as a fully remote team, so that you can thrive in today’s ever-changing world. If this sounds like a team you’d be proud to work with, apply today and join us. We are committed to a diverse and inclusive workplace, where employees, customers, and partners feel comfortable bringing their whole authentic selves to work. We embrace differences and unique ideas and look forward to learning from one another each and every day. Learn more about our values & competitive benefits by visiting our website: About SuccessKPI Inc.: SuccessKPI is a rapidly growing and thriving business providing an AI Rich, pure SaaS analytics and automation platform for contact centers. SuccessKPI combines a rich data lake and business intelligence layer with quality management, speech and text analytics and the real time action power of playbooks to act on customer conversations. Customers can start in minutes to remove the obstacles that contact center agents, managers, and executives face in providing a great customer experience. For more information on SuccessKPI, please visit us at successkpi.com SuccessKPI is an Equal Opportunity Employer – M/ W / D/ V / GI / S O / AProfessional Services Project Manager – Remote, Thailand
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today! PS Project Manager The PS Project Manager drives and leads service delivery programs at SuccessKPI. In this role, you will focus on executing day-to-day project management, including planning, tracking, risk mitigation, and communication. The person in this role ensures delivery of value to our customers by coordinating our cross-functional service delivery efforts. The PS Project Manager has a handle on current project status at both the strategic and detail levels and communicates clearly and consistently with stakeholders, delivering incremental value. Job Location: Remote Work, Thailand, Philippines, or India – MUST BE FLUENT IN THAI & ENGLISH . Applications will only be considered that meet this requirement. Why work for SuccessKPI:- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!
- Help customers determine and define success criteria and project scope to deliver customer value
- Develop and manage a detailed project schedule and working plan
- Facilitate and manage complex, cross-functional, cross-business projects to completion
- Provide project updates on a consistent cadence to various stakeholders including strategy, adjustments, and progress
- Track project timelines and costs to meet targets
- Utilize industry best practices, techniques, and standards throughout the entire project
- Measure project performance to identify areas for improvement
- Provide feedback for the continuous incremental improvement of our processes
- Minimum 1 year of PS Project Management experience
- Experience using Microsoft Project, Smartsheet, or other project management tools
- Proficient in the use of Microsoft Office product suite (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Experience with Jira and Salesforce are a big plus
- Practical experience in implementation engagements
- Experience with AI/ML SaaS products, business intelligence and analytics systems, large scale systems integrations, vendor, and consultant management
- Experience with data visualization, planning and managing information systems
- Strong familiarity with software project management methodologies and best practices, including agile methodologies
- Ability to manage project budgets and timelines
- Ability to identify risks and lead mitigation strategies
- Excellent analysis, problem-solving, team-, conflict-, and time-management skills
- Ability to manage medium-to-high risk, high-complexity projects independently
- General knowledge of the company’s products and services – training will be provided for deeper knowledge
- Adept with negotiation techniques to reach consensus agreements
- Consistently able to set clear expectations, manage team performance, and build high morale among team members
- Successfully maintain confidentiality and carry out assignments that are sensitive in nature
- Excellent communication skills – must be fluent in both English & Thai language
- Must exhibit strong interpersonal skills
Service Delivery Manager – Remote, Thailand
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today!Service Delivery Manager – Remote, Thailand
SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today! Service Delivery Manager The Service Delivery Manager is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. They are responsible for delivering SuccessKPI solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of SuccessKPI products. Job Location: Remote Work, Thailand, Philippines, or India – MUST BE FLUENT IN THAI & ENGLISH Why work for SuccessKPI:- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!
- Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk
- Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
- Follows PS implementation standards
- Assesses complex project situations to make appropriate recommendations to both internal team and the customer
- Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions
- Works in close concert with Project Manager in successfully delivering projects
- Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
- Execution of project plan tasks associated with engagements
- Maintains on average 70% utilization for billable projects
- Identifies engagement-related problem areas and solves the issues in a proactive manner
- Assists the Support group in performing service call/maintenance activities as required
- Provide technical training to internal or external resources as needed
- Maintains friendly and professional attitude in stressful situations
- Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
- Maintains regular internal communications with project team, team lead, and manager
- Provides feedback and updates to internal processes through internal documentation
- Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
- Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
- 3+ years of experience with Contact Center technologies
- Knowledge on Amazon Web Services (AWS)
- 6+ years of related experience
- Excellent communication skills – must be fluent in both English & Thai language
- Software: MicroStrategy, MS Office (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Capable of working on or leading a team through a fast paced and complex project
- Excellent verbal and written business communication skills, including escalation management and information presentation
- Knowledge of customer service processes
- Knowledge of Cloud change control processes
- Strong follow-through, ownership & responsibility on tasks assigned
- Effective time management and maintains flexibility
- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!
- Run discovery workshops with business users to uncover gaps and opportunities for improvement, identifying specific use cases that are relevant to the customer
- Partner closely with sales teams through the presales process, including delivering value-based product demonstrations for customers, partners, and prospects; responding to bids, Requests for Proposals (RFPs), and related requests; and assisting in building a compelling business case for customers
- Create and present a customized demo around customers’ use cases, business objectives, and competitive differentiators
- Find creative solutions to solve unique business problems
- Partner closely with cross-functional teams (i.e. sales, product, and services) to support best practices, resolve technical concerns, identify feature requests, and track bugs
- Create and manage proof of concepts and manage customer expectations
- Representing the company at various conferences and events
- Respond to RFP requests and work closely with product management, marketing, and sales
- BS or BA Degree
- 5+ years of experience with one or more Contact Center as a Service (CCaaS) platforms, specifically including Genesys Cloud, Amazon Connect, LiveVox, UJET, or TalkDesk (Amazon Connect experience strongly preferred at this time)
- 5+ years of experience with Business Intelligence (BI), analytics, quality management, or operations management tools in a contact center environment
- Experience with multiple customer interaction channels, including IVRs, inbound/outbound voice, email, chat, SMS, and social
- Experience in a consultative approach to customers in a presales or customer-facing role for a SaaS company preferred
- Excellent interpersonal, communication, persuasion, presentation, and writing skills
- Must be willing to work in a fast-paced startup environment
- Ability to travel to partner and customer locations when required
- Ability to put the customer first
- Goal-oriented winning mindset and hardworking attitude
- Virtual Work opportunity
- Opportunity to work and help shape a fast-growing company
- Medical, Dental, and Vision Insurance
- Stock Option Plan
- Open Time Off
- Paid parental leave for birth, adoption, and fostering
- 11 paid Company holidays
- 401k Savings Plan – with employer match
- Basic Life Insurance provided at no cost to you
- Accidental Death & Dismemberment Insurance coverage
- Long Term Disability Insurance
- Short Term Disability Insurance
- Life-Work Balance
- Employee Assistance Program providing insureds and their dependents with confidential, experienced assistance in dealing with day-to-day life issues or crisis support for personal and professional goals and challenges.
- Development and career growth opportunities at one of the coolest companies around, if we do say so ourselves
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.