IT Service Management (ITSM) Architect

Company Description

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

AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal," "Best in Show," and "Top Channel Program." 

AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates

Job Description

A Unique Opportunity:

AireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We are seeking a talented, entrepreneurial Customer Portal Architect to join our team and lead the portal evolution of our new AI based ITSM customer portal, AIreCONTROL, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry-leading customer-facing platform.

Job Description:

We are looking for an innovative, customer centric Architect to establish, prioritize and lead the implementation of key functionality within our ITSM customer portal to elevate our customer’s experience. 

The Architect will play a critical role in ensuring an exceptional user experience for our customers, providing them with seamless access to information, resources, and support. The Architect will oversee the selection of release cycles for features and enhancements of the portal.

This role requires a critical blend of technical expertise, project management skills, and a deep understanding of how to select and execute critical UX functionality for outstanding customer experience.

The Architect 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. Functionality will come from various highly effective proprietary platforms as well as best in class element management systems. Leveraging the impressive content available, you will be responsible for conceptualizing and implementing designs that enhance the overall user experience and drive customer and partner satisfaction.

Overall Responsibilities:

The Architect responsibilities include roadmap, CX embedded strategy for online experience, planning and monitoring product releases and ensuring deliverables are met with the highest quality. He/she will keep a keen eye on competitors, thoroughly analyze the market and generate ideas to further enhance the effectiveness of the portal.

The Architect will be both visionary and hands-on, interacting with developers, executive sponsors, marketing specialists, sales, customers and partners. This tight collaboration will include hosting frequent meetings and making sure communication is clear across functions. The role will extend to accepting or rejecting ideas, overseeing technical implementation, and managing documentation and maintenance.

As Architect, you will be accountable for maximizing the customer satisfaction with AIreCONTROL. The successful candidate will demonstrate the ability to understand the customers’ specific needs to define the portal goals and create innovative and effective solutions. 

This role demands a combination of strategic thinking, practical communication skills, and a deep understanding of both business objectives and end-user needs to guide the team towards successfully creating a high-quality and market-aligned product.

• Design and develop intuitive user interfaces, critical and informative operational data and customer experience enhancing applications for AIreCONTROL.
• Lead the development and implementation of new features, enhancements, and functionality for AIreCONTROL. Selecting the most useful data to bring forward into AIreCONTROL from the vast amount of insightful information from Element Management platforms such as VeloCloud Orchestrator, FortiManager, and a host of other data rich platforms as well as our award-winning proprietary tools for service delivery and service assurance.
• Collaborate with cross-functional teams, including IT, product management, engineering, and customer support to gather requirements and prioritize development efforts to create and lead effective and timely releases.
• Conduct user research, surveys, and feedback analysis to understand customer and partner needs and preferences that will improve the usability, accessibility, and engagement of AIreCONTROL.
• Implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness.
• Ensure the portal's reliability, security, and performance through regular monitoring, testing, and maintenance activities.
• Manage software updates, patches, and integrations to keep the portal up-to-date and aligned with business objectives.
• Collaborate with product managers and UX designers to define user requirements and translate them into design concepts leveraging wireframes, prototypes, and/or mockups to communicate design ideas and gather feedback from stakeholders.
• Stay up to date with industry trends and best practices in user interface design and web technologies.

Content Management Responsibilities:

• Oversee the creation, organization, and maintenance of content within AIreCONTROL, ensuring accuracy, relevance, and completeness.
• Develop content strategies to address customer needs throughout their journey, from onboarding and training to ongoing support and self-service.
• Collaborate with subject matter experts to create and update documentation, tutorials, FAQs, and other resources for users.

Stakeholder Engagement Responsibilities:

• Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative.
• Communicate updates, milestones, and issues related to portal development and performance to relevant stakeholders.
• Foster strong relationships with customers to solicit feedback, gather requirements, and ensure their needs are represented in portal development efforts.

Analytics and Reporting Responsibilities:

• Establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal.
• Monitor portal analytics, user behavior, and trends to identify areas for improvement and track progress over time.
• Generate regular reports and insights to inform decision-making and demonstrate the portal's impact on customer satisfaction, retention, and efficiency.

Qualifications

Requirements, skills and attributes:

• Customer-focused mindset with a passion for delivering exceptional user experiences, a strong eye for design and driving customer success.
• 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.
• Strong understanding of user-centered design principles and methodologies.
• Desired bachelor’s degree in computer science, information systems, business administration, or a related field, or equivalent experience in a similar role, managing customer-facing portals, websites, or digital platforms.
• Experience with measuring portal customer satisfaction and rapid response and adoption of feedback.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Excellent project management skills with the ability to prioritize tasks, manage deadlines, and drive initiatives to completion.
• Experience with user experience (UX) design principles, usability testing, and web analytics.
• Exceptional communication skills, with the ability to articulate technical concepts to non-technical stakeholders and collaborate effectively across teams.
• Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions.

Additional Information

All your information will be kept confidential according to EEO guidelines.