IT Architect, Customer Service / Support

Veritas Heathrow , FL 32746

Posted 5 months ago

Veritas' vision is to enable organizations to thrive in this new world of digital business. We believe information is everything! Data is an organization's digital currency; a critical business asset that is growing in value. Veritas is the leader in data protection and data backup solution provider for all sizes of companies. Veritas enables organizations to harness the power of their information, get industry-leading solutions that cover all platforms with backup and recovery, business continuity, software-defined storage, and information governance.

Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers. In order to transform our customer support / service experience, we are looking for seasoned and experience IT Architect, with strong solution architecture experience in Customer support / service business domain, with experience in Oracle Service Cloud platform and UCCE telephony platform.

This role will be responsible for:

  • Creating a capability roadmap for Customer support portfolio

  • Developing and getting alignment on future state architecture and implementation roadmap. Strong knowledge and experience of Service Cloud (Oracle Service Cloud preferred) and UCCE telephony platform

  • Assessing process impact in short and long term. Provide future state recommendations for long term processes. Re-engineers key processes and capabilities and maps to future-state vision

  • Understanding support/ services business architecture, ability to analyze the requirements and align them with architectural roadmap

  • Identifying potential business solutions to solve business problem at conceptual level. Should be able to provide solutions for operational efficiency

  • Defining and leading overall business capabilities planning and design in support of the business strategy, regardless of where it is found or what the solution may be, with a primary focus on technology

  • Delivering measurable business process improvements through future architecture

Skills Required:

  • 12+ years of experience in CRM Service or customer success domain. Experience working in Support/service management processes

  • Strong understanding of architectural concepts, issues and trends in the IT solutions

  • Strong architecture background in Oracle Service Cloud / RightNow

  • Experience in UCCE telephony domain

  • Preferably hands on experience in basic configuration and navigating through UI

  • Knowledge of industry best practices in Customer Service / Support domain from IT perspective

  • Excellent verbal/ written communication and ability to work independently

  • Demonstrated exposure to Oracle Applications ecosystem (EBS R12) is preferred

  • Thorough understanding of software development life cycles, development and technology tools, testing methodologies, and requirements gathering.

  • Excellent oral, written, and interpersonal communication skills

  • Ability to express complex ideas to both technical and non-technical individuals at all levels in the organization, including executive leadership

Education Required:

BE / BS (MS / MBA will be a plus)

Value Proposition of joining Veritas:

IT's about Operational Excellence. IT's about Ownership & Bias for Action. IT's about Customer Obsession & Commitment. IT's about Collaboration & Teamwork. Be part of "IT"; join Veritas Information Technology (IT).

At Veritas, you will enjoy an open, flexible, and supportive environment which lets you bring your ideas to life. Our commitment to development and diversity sparks innovation. If impact, innovation and a winning culture are important to you, consider a career at Veritas.

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IT Architect, Customer Service / Support