Role Overview:
As our Systems Architect, you will define and translate business requirements into solution needs and designs for the support contact center technology platforms. These platforms include the support ticketing system, telephony, support website, and system integrations. This will require effective engagement and collaboration across multiple internal technical teams and business stakeholders.
This is a Remote position located in the United States. We are only considering candidates located in the United States and are not providing relocation at this time.
About the role:
- Understand the needs of the support business and opportunities to be solved with technology.
- Work in a fast-paced, deadline-driven environment, with the ability to work quickly and on multiple projects at a time.
- Define and translate business requirements into detailed solution designs that meet contact center needs.
- Collaborate with technical teams to oversee the delivery of requirements, ensuring solutions are scalable and effective.
- Provide investigation support on delivered solutions, analyzing data and reports to understand the root cause
- Participate in business administration and production support activities as needed.
- Collaborate with Program Management to report on status of projects and address any risks that arise in delivery.
About you:
- Your background includes 8+ years of designing and delivering software solutions, preferably in an Agile environment.
- You have excellent written, verbal, and organizational skills to coordinate multiple simultaneous projects and multiple stakeholders.
- Proficiency in SQL for complex data queries for detailed analysis.
- Excellent problem-solving skills with a curiosity-driven approach to exploring data.
- Ability to think critically and connect data insights to business metrics.
- Your experience includes implementing solutions across support technology domains, such as CRM, ticket management, contact center, telephony, or websites.
- Your platform expertise preferably includes any of: Salesforce Service Cloud, Amazon Connect
#LI-REMOTE
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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What We Do
McAfee is a global organization with a 30-year history and a brand known the world over for innovation, collaboration and trust. McAfee’s historical accomplishments are founded upon decades of threat and vulnerability research, product innovation, practical application and a brand which individuals, organizations and governments have come to trust.
