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At US Foods®, innovation and technology is our superpower. By expanding our digital ecosystem and leading with a customer-first mindset, we’re delivering technology that empowers our customers and simplifies business. As we transform the digital landscape of the foodservice industry, we’re outpacing our competitors faster than ever before.
We believe diversity is the cornerstone of creativity and innovation—and we foster an open, inclusive, flexible work environment that supports our transformation.
The Solution Architect Contact Center Technology at US Foods is a key member of the customer service IT team having primary responsibility for providing guidance for all customer service related products and services, including influencing the strategic initiatives/roadmaps alongside the Product delivery Leader. This role interacts directly with all levels of management in the IT and business organizations, identifies key customer requirements and presents solutions that meet those requirements.
Flexible Work Policy: The work for the Solution Architect position is completely 100% remote anywhere in the United States except Hawaii or United States Territories. This position may have the potential to travel up to 20% dependent on business needs.
RESPONSIBILITIES
• Assist with the development of formal Call Center technology strategies, roadmaps, and proposals
• Develop and maintain expert understanding of all appropriate applications and products.
• Provide technical guidance and advice on all pertinent technologies.
• Perform advanced technical presentations for infrastructure and business stakeholders.
• Develop advanced system configurations and implementations in response to customer needs and requirements.
• Actively participate as a SME for certain products and technologies, providing consultative support to other Engineers in their area of specialization.
• Provide direct support for the technical aspects of RFI’s, RFQ’s and RFP’s.
• Manage all customer feature requests including documentation of customer requirements, prioritization of all customer requests, and driving development of key features with the vendor team. • Responsible for continued education on the platform and underlying technologies.
• Provide technical leadership to the business team.
• Teach other members of the team and act as a mentor as required.
• Implement and support features of the Nice CCaaS (Call Center as a Service) platform
RELATIONSHIPS
• Internal: Business Stakeholders and End Users, IT Leadership, IT Delivery (Scrum Masters, Developers, Architects, UX Designers, Program Managers, etc.)
External: Technology vendors
MINIMUM QUALIFICATIONS
• 8+ years experience in customer service technologies
• Knowledge and demonstrated operating experience in the Nice software platform including
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Workforce Management software (WFM)
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SMS text integration
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Real time chat integration
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Call quality scoring
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Omni channel routing
Education
• Bachelor’s degree in Computer Science, Business Administration, Information Systems, OR equivalent work experience required.
PREFERRED QUALIFICATIONS
• Experience in the following areas of specialization: Avaya CCE, Session Border Controllers, WFE, WFO, Advanced Call Routing
• Understanding of VoIP and data networking protocols including: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc.
• Experience with telecommunications network design, architecture, and support.
• Experience integrating with Salesforce Service Cloud
The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In California, the expected compensation for this role is between $115,900 and $154,500. In Connecticut, the expected compensation for this role is between $122,000 or 162,700. In Colorado, the expected compensation for this role is between $102,500 and $136,700. In Maryland, the expected compensation for this role is between $109,500 and $146,100. In Minnesota, the expected compensation for this role is between $102,500 and $136,700. In New York, the expected compensation for this role is between $122,000 or 162,700. In Rhode Island, the expected compensation for this role is between $109,500 and $146,100. In Washington, the expected compensation for this role is between $115,900 and $154,500. This role is also eligible for annual incentive plan bonus. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.
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***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
Top Skills
What We Do
US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed.
With 28,000 associates and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions.
US Foods is headquartered in Rosemont, IL, and generates more than $28 billion in annual revenue. Visit usfoods.com to learn more.
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