Customer Experience Technical Lead in Red Bank, NJ at Open Systems Technologies

Date Posted: 1/9/2020

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Red Bank, NJ
  • Job Type:
  • Experience:
    At least 8 year(s)
  • Date Posted:
    1/9/2020

Job Description

Our client is seeking a Customer Experience Technical Lead to join their team in Red Bank, New Jersey.

Responsibilities

  • Provide technical leadership in the delivery of Customer Experience Solution (CRM, Digital, CMS and other related technologies) for both client customers as well as business users
  • Enable the design of conceptual architecture and technical solutions
  • Manage CRM and web developers whose mission is to design, develop, implement, and maintain Customer Experience
  • Lead and provide technical oversight for web, application servers, CRM, CMS, and payment solutions as well as strong experience in integrated solutions utilizing middleware to integrate with ERP, billing, and other applications
  • Understand internal and external customer pain-points; anticipates customer’s needs and proactively design solutions
  • Establish and maintain close working relationships with key stakeholders to understand business objectives, anticipate demand and rapidly respond with working solutions
  • Develop an understanding of all integrated systems that will be impacted by the implementation and begin to plan for the retrofit and conversion that may need to occur
  • Analyze requirements and aid in designing technical solutions to meet business goals, objectives and functional/non-functional requirements in alignment with architectural standards
  • Design, test, and debug Customer Experience interfaces
  • Assist in day-to-day operations as troubleshooting problems arising from regular use, production support, and maintaining the Customer Experience platform
  • Work with other team members and leaders, proactively identify and mitigate/resolve risks and issues
  • Develop scripts for data merging and migration, and assist in the development of ERP interfaces to internal and external systems
  • Document all technical processes, requirements, flows and diagrams; develop appropriate requirements, design, testing and deployment documentation to support the solution delivery
  • Identify tasks and interrelationships to evaluate technical and cross-technical requirements
  • Provide subject matter expertise to internal customers around implementation methodologies and how to successfully deploy CRM and CMS solutions
  • Provide operational support for developing and maintaining the enterprise information architecture related to Customer Experience
  • Review and provide solution design for all boundary system integrations (ex: web services (SOAP/RESTful)/service bus/microservices/API)
  • Work with IT, other project and legacy architect(s) and business team
  • Drive and address any critical production issues which have been escalated to the project team post production while balancing new project delivery
  • Provide recommendation for technology optimization/tuning and lead performance enhancement initiates once solution in production
  • Drive and perform products/new technologies/solutions proof of concept and evaluation
  • Manage vendors and lead key technical decisions

Qualifications

  • A Bachelor's Degree in Computer Science, or equivalent
  • 8+ years of relevant experience, including 5+ years of experience in IT
  • Experience building and deploying enterprise level Web Content Management solutions
  • Experience and/or certification in one or more of the following: Salesforce CRM Architect, Oracle CRM On Demand Certification, SAP CRM Certification, and Microsoft Dynamics Certification
  • Relevant analysis, design, development and implementation experience in CRM based solutions around Case Management, Agent Desktop, Sales Productivity, Field Services, Project Service Automation, Customer Care and Contact Center
  • Experience and/or certification in one or more of the following: Adobe Experience Manager Certification, Site Core Experience (non-commerce) certification, or Drupal Certification or verified training
  • Development experience in core Java, J2EE, RESTful web services and modern front-end frameworks (jQuery, Bootstrap, LESS, etc.)
  • Knowledge of HTML, HTML5, CSS, JavaScript, XML, JSON, .NET
  • Experience with at least one complete CRM (Sales, Service, and/or Marketing) implementation or re-platforming
  • Experience with at least one complete CMS (Web Content) implementation or re-platforming
  • Knowledge of SSO, SAML, OAUTH
  • Experience with responsive web development
  • Experience with web server technologies (Apache, Nginx) and mixed cloud and on prem solutions
  • Knowledge in system integrations
  • Understanding of relational databases
  • Knowledge of SDLC processes and tools and Agile or SCRUM processes
  • Able to handle cross-browser and cross-platform issues effectively
  • Holistic solution, design and architecture skills
  • Able to troubleshoot and program complex application stack
  • Strong interpersonal, communication and team-facilitation skills
  • Strong attention to detail and deadlines
  • Able to work well under pressure and work on multiple projects concurrently
  • Able to work well with global team members/suppliers, as well as independently with minimal supervision
  • Experience in Informatica iPaaS technology in API Gateway, B2B, and MFT preferred
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