Customer Experience Architect

3 days ago


Dallas, Texas, United States AireSpring Full time
Unlock Customer Satisfaction as a Customer Experience Architect at AireSpring

Estimated Salary: $140,000 - $180,000 per year

AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. We deliver next-generation communications solutions, including AireContact, AirePBX - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.

We are committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. Our new AI-based ITSM customer portal, AIreCONTROL, enhances the usability and aesthetics and effectiveness of this revolutionary, industry-leading customer-facing platform.

About the Role

As a Customer Experience Architect, you will play a critical role in ensuring an exceptional user experience for our customers, providing them with seamless access to information, resources, and support. You will oversee the selection of release cycles for features and enhancements of the portal, ensuring that it remains cutting-edge and aligned with business objectives.

You will lead the creation of engaging, user-friendly interfaces, features, and functionality for AireSpring's innovative portal, AIreCONTROL. In this role, you will collaborate with cross-functional teams, including product managers, operational leaders, customer focus groups, partner focus groups, developers, and UX designers to understand user needs and translate them into intuitive and feature-rich functionality.

The Customer Experience Architect responsibilities include:

  • Designing and developing intuitive user interfaces, critical, and informative operational data and customer experience-enhancing applications for AIreCONTROL.
  • Leading the development and implementation of new features, enhancements, and functionality for AIreCONTROL, selecting the most useful data to bring forward into AIreCONTROL from Element Management platforms such as VeloCloud Orchestrator, FortiManager, and other data-rich platforms.
  • Collaborating with cross-functional teams to gather requirements and prioritize development efforts to create and lead effective and timely releases.
  • Conducting user research, surveys, and feedback analysis to understand customer and partner needs and preferences that will improve the usability, accessibility, and engagement of AIreCONTROL.
Requirements and Qualifications

To be successful in this role, you will need:

  • A customer-focused mindset with a passion for delivering exceptional user experiences and a strong eye for design and driving customer success.
  • An analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions.
  • Proven experience designing user interfaces for web-based applications, preferably in a customer portal or B2B environment within the Telecom and Managed Services industry.
  • A strong understanding of user-centered design principles and methodologies.


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