Support Systems Administrator
Cradlepoint

Boise, Idaho

Posted in Telecommunications


This job has expired.

Job Info


Overview

~This is a remote opportunity~

Cradlepoint is expanding its Global Service & Support systems & tools capabilities. We seek an energetic and progressive professional who is proficient in system administration for highly technical omni-channel tools and analytics. The position is for the person who wants to focus their energy toward building and maintaining effective and efficient functional unassisted self-help solutions utilizing knowledge base AI and ML. This is an opportunity to utilize the latest technologies in the development of chatbots utilizing AI/ML, creating workflows and processes to integrate with knowledge base solutions and skills-based routes interacting with the telephony system as part of the Support Process & Capabilities Team. He or she must have experience designing and implementing solutions in diverse technological platforms. The successful candidate will enjoy working on a team for an innovative company with smart, passionate people who work hard, have fun, and are invested in the success of Cradlepoint and its future! Cradlepoint offers a competitive salary and generous benefits that include health, dental and vision insurance, 401(k) plan, three weeks of paid time off, nine paid holidays, a flexible work schedule and casual dress environment.
Responsibilities

  • System administration, integration, and maintenance of omni channel technical solutions within the Global Service & Support organization, including, but not limited to; chatbots, knowledge base solutions (such as Salesforce & Coveo), telephony, case management systems, and other tools as growth and technology advances dictate
  • Provide technical guidance and architectural recommendations for designing, building, testing, deploying, and maintaining highly available and scalable analytic solutions
  • Perform coding/programming tasks to specification and in accordance with development standards
  • Design, build, test, deploy, and maintain chatbot processes, knowledge base maintenance and curation, telephony integrations and solutions to enhance the technical support organization
  • Create analytic environments from defined architectures
  • Participate in all phases of development, deployment, implementation & maintenance activities
  • Integrate logic and understanding of support operations, specifically technical customer support; apply that understanding to develop highly functioning unassisted self-help solutions
  • Participate in code testing to ensure workability, completeness, and quality
  • Perform code promotion (when application) to ensure the synchronization of all environments
  • Participate in and contribute to peer design reviews and design sessions
  • Evaluate and identify new technologies for implementation
  • Conduct performance tuning, process improvement, and automation of analytic solutions
  • Provide on-going implementation/production administration
  • Create and maintain technical specifications documentation
Qualifications
  • 3-5 years design, development, deployment, & administration experience within technical omni-channel & telephony, chatbots, unassisted self-help solutions, knowledge base creation and curation
  • 2-3 years hands on experience building and maintaining unassisted self-help solutions for a technical support organization
  • Experience and familiarity with multi-dimensional modeling; including use of dimension & fact tables
  • Familiarity with data analytics and BI
  • Highly motivated, self-starter and team player; high-energy level and willingness to take on responsibility
  • Experience using Agile software development methodologies and source code control
  • Hands-on experience implementing API, Microservices & Webservices
  • Experience with data visualization tools such as Tableau, and Power BI
  • Extensive experience with creating and maintaining technical documentation
Other Qualifications:
  • Familiarity with SaaS/NaaS
  • Experience with omni-channel solutions within a highly technical SaaS product with hardware endpoints
  • Experience working in a Service & Support Organization
  • Experience with acquisition of data via web services
  • Experience with cloud environments such as Amazon Web Services (AWS) and Microsoft Azure a plus
  • Familiarity with scripting languages such as Python/PANDAS
  • Strong communication skills (verbal, written, and presentation); organizational and analytic skills required
  • Ability to work in a dynamic environment and negotiate effectively
  • Demonstrated ability to work effectively as part of a cross-functional team
  • Consultative and customer oriented, creative problem solver with a collaborative nature
  • May be required to work outside normal business hours on an as needed basis
  • Bachelor's Degree or equivalent experience & education
#LI-TI1

Cradlepoint is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, marital status, national origin, age, sexual orientation, handicap, disability, or any other protected class status pursuant to applicable law.


This job has expired.

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