Technical Services

Found in: Jooble US O C2 - 2 weeks ago

Palo Alto CA, United States Uniphore Technologies Inc. Full time

**Technical Services & Customer Support Ops Director**

Palo Alto / Customer Engineering & Success Customer Success / Full-time Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.

At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.

**What We Are Looking For:** Uniphore, an early leader in Conversational Service Automation (CSA), is looking to hire someone with the passion and experience necessary to build processes and tool capabilities that drive a world class customer experience across the company. As the Technical Services and Customer Support Ops Leader, this person will build on the foundation of providing customer insights and removing barriers to achieving business outcomes. **Responsibilities:** The Director of Americas Support is responsible for building and managing a team of technical support engineers focused on supporting Uniphore customers and partners on any technical issues raised post implementation of Uniphore solutions. The Support Director will oversee all support operations in the Americas and will be responsible for coordinating 24x7 support across the globe. Additionally, the candidate will drive the overall visibility of the technical support organization. This will enable cross functional organizations detailed knowledge of the time to resolve critical customer situations and drive functionality through data into the next generation of products. The person will work very closely with the Technical and Customer Support Managers to achieve higher SLA achievement, increased customer satisfaction, and enable adoption. + Accountable for the timely resolution of support queries

+ Drive the overall Methodology, Analysis and Reporting of Technical Services and Customer Support KPIs

+ Maintain a Technical Services and Customer Support Dashboard which highlights current case status tracking and escalations.

+ Drive Consistency through development and maintenance of Template Library and Knowledge Base.

+ Communicates customer insights and works with other organization to address churn and escalation issues.

+ Coordinates Customer Engagement Metrics across other Services Organizations.

**Qualifications:**

+ Balance strategic thinking with operational execution

+ Cross Functional Collaboration

+ Ability to influence Executives through Execution

+ 10+ years of experience Services Leadership and/or Delivery

+ Excellent analytical and project management skills.

+ Experience working with all levels of management internal and external

+ A strong proven leader who can work across all lines-of-business in a technology related industry

+ Ability to manage to metrics for delivery of key KPIs

+ Comfortable working independently in a fast-paced start up environment.

+ Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together.

+ Bachelor's degree or MBA preferred

**Preferred Qualifications:**

+ Experience working in SaaS Environments

+ Strong customer orientation with a passion for simplicity

+ Excellent consulting, listening, and communicating skills, demonstrated by ability to build authentic business relationships

+ Strong collaboration, interpersonal and teamwork skills

+ Versatility across all business entities

#J-18808-Ljbffr

  • Associate, Technical Consulting

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States ServiceRocket Full time

    Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being. With offices around the world, ServiceRocket’s five-star products and services help tech giants like Atlassian, Salesforce, and Workplace from Meta get the...

  • Associate, Technical Consulting

    5 days ago

    Palo Alto, United States ServiceRocket Full time

    Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being. With offices around the world, ServiceRocket’s five-star products and services help tech giants like Atlassian, Salesforce, and Workplace from Meta get the...

  • Technical Product Manager

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States InRhythm Full time

    We’re Looking For A Cloud Product Manager! Product Development Management is a fast-paced environment where innovative thinking is prized. Our teams focus on the delivery of web and mobile products for our clients. We lead and deliver the entire lifecycle from product definition and planning through to production and release. As a Cloud Product Manager,...

  • Principal / Senior Media Services Product Architect

    Found in: Careerbuilder One Red US C2 - 6 days ago

    Palo Alto, CA, United States Tencent Full time

    Work Mode:OnsiteResponsibilities:Work closely with the regional sales team as the point of contact for customers in the field of audio and video. Provide technical support for pre-sales technical consultation and PoC verification services, maintain customer relationships, and assist the business team in achieving their goals.Support the regional architecture...

  • Cloud Media Service Architect

    1 week ago

    Palo Alto, United States CareerBuilder Full time

    About the Role: With over 20 years of research and experience in audio and video technology, Tencent Cloud launched Tencent Cloud Media Service, a new international audio and video brand, in 2022. It provides a one-stop media solution, the basic media processing infrastructure named MPS, including industry-leading encoder, Media enhancement based on AI...

  • Cloud Media Service Architect

    2 weeks ago

    Palo Alto, United States Tencent Full time

    About the Role:With over 20 years of research and experience in audio and video technology, Tencent Cloud launched Tencent Cloud Media Service, a new international audio and video brand, in 2022. It provides a one-stop media solution, the basic media processing infrastructure named MPS, including industry-leading encoder, Media enhancement based on AI...

  • Cloud Media Service Architect

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago

    Palo Alto, United States Tencent Full time

    About the Role:With over 20 years of research and experience in audio and video technology, Tencent Cloud launched Tencent Cloud Media Service, a new international audio and video brand, in 2022. It provides a one-stop media solution, the basic media processing infrastructure named MPS, including industry-leading encoder, Media enhancement based on AI...

  • Technical Product Manager

    2 weeks ago

    Palo Alto, United States InRhythm Full time

    We’re Looking For A Cloud Product Manager!Product Development Management is a fast-paced environment where innovative thinking is prized. Our teams focus on the delivery of web and mobile products for our clients. We lead and deliver the entire lifecycle from product definition and planning through to production and release.As a Cloud Product Manager, you...

  • Technical Product Manager

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago

    Palo Alto, United States InRhythm Full time

    We’re Looking For A Cloud Product Manager!Product Development Management is a fast-paced environment where innovative thinking is prized. Our teams focus on the delivery of web and mobile products for our clients. We lead and deliver the entire lifecycle from product definition and planning through to production and release.As a Cloud Product Manager, you...

  • Medical Staff Services Coo

    Found in: Jooble US O C2 - 3 days ago

    Palo Alto, CA, United States Jennifer Powers Full time

    Become part of this prestigious utility company dedicated to delivering a wide array of City-owned and operated utility services, including electricity, natural gas, water, sanitary sewer, and commercial fiber optic services, to residents and businesses alike. The Community Palo Alto, famed as the “Birthplace of Silicon Valley,” boasts a population...

  • Sales Operations Lead, ISV Segment, GSO

    Found in: Talent US C2 - 1 week ago

    Palo Alto, United States Amazon Web Services, Inc. Full time

    The Americas Sales Strategy, Operations and Enablement (SSOE) team is seeking a driven, and experienced Sales Operations Leader for the Greenfield organization. The candidate for this role is a key business stakeholder and partner for sales leadership. The Central Sales organization is at a critical inflection point, and this candidate will play a key role...

  • Entry Level Marketing Communications Associate

    1 week ago

    Palo Alto, United States TMG Services Full time

    Job DescriptionJob DescriptionDoes the thought of associating with the best and brightest in the technical and creative world get your heart pumping? Do you look for ways to process improvement? Are you always thinking of a more innovative or tech-savvy approach? If you've answered yes to these questions, let's chat!Marketing is everywhere: it offers...

  • Perfusion Technician, Ecmo Services

    6 days ago

    Palo Alto, United States Stanford Health Care Full time

    1.0 FTE Full time Rotating - 08 Hour R2438787 Onsite 78785 PERFUSION ECMO SERVICES Allied Health 500 Pasteur Dr,PALO ALTO,California If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Rotating - 08 Hour (United States of...

  • Senior Manager of Network Engineering

    1 week ago

    Palo Alto, United States CareerBuilder Full time

    Senior Manager of Network Engineering - Technology Shared Services Full-time Target Hiring Range (1): 169000 Target Hiring Range (2): 229000 Worker Classification: Open to Remote At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to use...

  • Pre-Sales Consultant

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States Genesis IT&T Pty Full time

    ** Pre-Sales Consultant / Solution Designer Cisco | Palo Alto | Aruba*** Posted 3 days ago The Pre-Sales Solutions Engineer will be defining technical requirements and developing Network & Security solutions for customers. * **Permanent Full Time*** **The Hills District (Sydney North-West) location*** **Supportive and Welcoming Team Culture** Our client is...

  • Software Engineer, Manager

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States Snap Inc. Full time

    Snap Inc is a technology company. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses, Spectacles. Snap Engineering teams build fun and technically...

  • Medical Office Lead

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States Lane Clark & Peacock LLP. Full time

    This role will form part of an on-call rota. LCP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics. Our technology and analytics capabilities are fundamental to what we do,...

  • Principal / Senior Cloud Solution Architect(Tencent Cloud)

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States Tencent Full time

    Principal / Senior Cloud Solution Architect(US) Duties and Responsibility: Become a Subject Matter Expert (SME) in the Tencent Cloud Services Platform Remove Sales obstacles by providing internal consulting, training, and knowledge support Partner with Sales to build long-term account relationships, that deliver ongoing business value Develop Tencent...

  • Consultant - Presales - Information Security Solutions

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States KBSL Information Technologies Limited Full time

    Delivering Performance with Best In-Class Technology KBSL / Careers / Consultant – Presales – Information Security Solutions Consultant – Presales – Information Security Solutions WHAT YOU SHOULD HAVE: B.Sc / B. Eng in Computer Science or IT/Telco/EE-related degree from a recognized Institute. Master level qualifications in technology and...

  • Software Engineer

    Found in: Jooble US O C2 - 2 weeks ago

    Palo Alto, CA, United States Gauss Labs Full time

    Gauss Labs is a leading innovator in AI solutions for the semiconductor industry. We are seeking a passionate and talented Frontend Software Engineer to join our dynamic team. As a Frontend Software Engineer at Gauss Labs, you will play a pivotal role in designing and developing the user interfaces for our AI products, which are at the forefront of...