Sr Mgr, Omni-Exp Design/Dlvry

Posted Feb 15

C1 Company Overview:

ConvergeOne: 1 Contact, 1 Connection, 1 Choice

ConvergeOne is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it - from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice - your #1 choice - is ConvergeOne.

Charged By Greatness video: https://youtu.be/oX-OVtcfDqU

Overview:

Summary

The Sr. Manager, Omni-Experience Design & Delivery is responsible for overall technical strategies, design best-practices, and administrative leadership of teams responsible for managing the development, implementation, enhancement, and maintenance of new and existing business application systems developed for clients on the C1Conversations Platform. The Senior Manager, Omni-Experience Design & Delivery is also responsible for ensuring design team and business consulting performance and client-specified business outcomes on C1Conversations solutions. This individual will apply proven leadership and communication skills, problem-solving skills, and knowledge of best practices to guide his/her team on issues related to the goal of creating and maintaining best-in-class design of mission-critical customer-facing C1Converastions applications. Must be up to speed on current trends in NLP and AI Automation Design, specifically those that are developed by and differentiators for C1Conversations and build and maintain a library of methodologies to support continual development of our designers (AI Business Consultants). This person but display and ability to utilize tools, best-practices, and strategies around agile and dev/ops that is critical to ensure fast/efficient deployment of new business requirements that also includes business outcomes and customer experience quality. In addition to design lifecycle, it is also important to be up to speed on available cloud resources (e.g., IntelePeer, Journey, Redox, etc.) to eventually blend into the current application offerings as these toolsets are integrated by C1Conversations Development team and available for designers to utilize.

Responsibilities:

Essential Functions

Leads all responsibilities over the Solution Design of customer-facing Business Design and Consulting teams
Ensures all ConvergeOne critical applications meet the requirements of the business and are functioning at optimal levels (meeting SLOs/SLAs)
Builds, fosters, and promotes positive relationships among the design team and key stakeholders to ensure the success of the Team
Builds strong relationships with partners/vendors for applications both on premise and in the cloud, managing expectations and communications
Collaborates with external vendors and internal business partners, development and architecture teams to ensure appropriate application integration and enterprise architecture to satisfy business needs
Creates and executes strategies to introduce new methodologies, process and technology changes to cut costs, improve operational efficiencies, increase levels of quality, and advance customer satisfaction while ensuring new processes are properly documented and are compliant with standards, regulations and/or guidelines
Leads application implementation and integration efforts for new and existing products and custom development along with oversees coordination of configuration, design, and in close partnership with technical teams (DevOps) between applications for continuity and best-in-class performance.
Gives guidance on process improvements, team effectiveness and technical solutions
Manages multiple application teams and functions
Participates in recruiting, training, and development of individuals and teams while providing guidance, direction, and coaching for team members
Performs performance reviews and drives resource and capacity management across the teams to support project slotting and allocation of assignments across the teams
Recommends design strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
Contributes to project and design planning to meet organizational objectives along with managing costs and resource allocations
Works closely with PMO and DevOps (C1Conversations) teams to ensure project needs are met and works closely with stakeholders to ensure business needs are met
Adapts new ways of software development and deployment in an efficient and valuable way to the organization
Leads, but also teaches, and promotes, new forms of application deployment across team

Qualifications:

Required Qualifications

Bachelor's degree (BS/BA)
10 + years of Enterprise Contact Center Solutions
Expert Knowledge in current design methodologies and best practices on C1Conversations
Excellent verbal and written communication skills

Desired Qualifications

ERP, CRM, ITSM, API experience
NLP training and exposure, to Google DialogFlow CX and related platforms

Additional Information:

ConvergeOne BENEFITS

401(k) Plan (35% match per dollar up to 10%)
Health Coverage (BCBS of MN with National Network + Kaiser CA)
HSA + Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision
FSA Plans
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short + Long Term Disability
Paid Parental Leave (4 weeks at 100%)
Employee Assistance Plan
Voluntary Life Insurance
Legal/ID Theft Plans
TeleHealth Options (Doctor on Demand)
Omada Health (healthy living solution)
ShareCare (fitness incentive of $20 - $40/month)
SmartShopper (cash reward for searching for low cost treatments)
Travel Assistance
Business Travel Accident Coverage
Pet Insurance
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Health Advocate
Volunteer Time Off

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by ConvergeOne.

EEO Statement

ConvergeOne provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Pay Range

$130,000 - $180,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

Overview (Text Only): Summary The Sr. Manager, Omni-Experience Design & Delivery is responsible for overall technical strategies, design best-practices, and administrative leadership of teams responsible for managing the development, implementation, enhancement, and maintenance of new and existing business application systems developed for clients on the C1Conversations Platform. The Senior Manager, Omni-Experience Design & Delivery is also responsible for ensuring design team and business consulting performance and client-specified business outcomes on C1Conversations solutions. This individual will apply proven leadership and communication skills, problem-solving skills, and knowledge of best practices to guide his/her team on issues related to the goal of creating and maintaining best-in-class design of mission-critical customer-facing C1Converastions applications. Must be up to speed on current trends in NLP and AI Automation Design, specifically those that are developed by and differentiators for C1Conversations and build and maintain a library of methodologies to support continual development of our designers (AI Business Consultants). This person but display and ability to utilize tools, best-practices, and strategies around agile and dev/ops that is critical to ensure fast/efficient deployment of new business requirements that also includes business outcomes and customer experience quality. In addition to design lifecycle, it is also important to be up to speed on available cloud resources (e.g., IntelePeer, Journey, Redox, etc.) to eventually blend into the current application offerings as these toolsets are integrated by C1Conversations Development team and available for designers to utilize.