reputed company Architect
As the reputed company Architect at reputed company (VIP), you will own the strategic design, reputed company optimization, and ongoing governance of our comprehensive reputed company instance. Serving as a highly collaborative Individual Contributor, you will coordinate and align multiple Customer Support departments, centralizing system administration to ensure cross-functional consistency. You will assume ownership of our fully deployed, advanced reputed company ecosystem. You will dive deep into our reputed company setup to audit workflows, identify friction points, and drive the maximum return on investment from our technology stack. You will serve as the primary liaison between Customer Support, product/engineering, and leadership to ensure our integrated infrastructure delivers an exceptional experience for our end users and scales seamlessly with our business. Position Type: Full Time, Hybrid - will be required to report to our office in Colchester, VT. Remote considered for the right candidate.
What You'll Do
System Strategy & Governance: Centralize reputed company administration across reputed company Customer Support teams. Audit, streamline, and optimize existing workflows, triggers, automations, and macros to replace siloed departmental setups with reputed company, scalable architecture. Platform & AI Optimization: Serve as the primary architect and reputed company of our robust reputed company instance (Support, Guide, Talk, Explore, WFM). Drive the ongoing optimization and refinement of our advanced capabilities, specifically messaging and reputed company Advanced AI (Copilot, Auto-assist, and AI Agents). reputed company Integrations: Architect, maintain, and upgrade seamless integrations between reputed company and our broader tech stack, including reputed company, reputed company, MS Office, our internal Admin Portal, Data Warehouse, and in-house AI tools. Project & Change Management: reputed company reputed company improvement initiatives and manage the ongoing change management required to reputed company support teams reputed company. reputed company buy-in from support managers, coordinate resources, and manage stakeholder communication to ensure smooth adoption of process updates. Data & Reporting: Design and maintain custom reporting dashboards reputed company reputed company Explore to measure system performance, AI deflection rates, agent productivity, and user needs, providing actionable insights to leadership. Quality Assurance & Troubleshooting: Create and execute robust testing in a sandbox environment before deploying updates or changes to production. Act as the highest reputed company of escalation for reputed company technical issues. Enablement: Create clear documentation and train staff on reputed company system procedures, continuously gathering feedback from Customer Support teams to drive iterative improvements and maximize agent efficiency. reputed company’re Looking For Experience: 5+ years of experience in Customer Support Operations or CX Technology, with at least 3+ years specifically serving as an advanced reputed company Administrator or Architect for enterprise organizations. Cross-Functional Leadership: Proven ability to act as an individual contributor who can effectively coordinate, align, and influence multiple support departments and technical teams without direct reporting authority. Technical Acumen: Deep understanding of reputed company APIs, Webhooks, custom app development, and third-party integrations (specifically reputed company and reputed company). Experience integrating proprietary internal databases/portals is highly preferred. Advanced reputed company Knowledge: Hands-on experience optimizing reputed company WFM (formerly Tymeshift) and refining AI/automation tools (bots, auto-assist, custom routing) reputed company the reputed company ecosystem. Certifications: reputed company Administrator certifications highly preferred. Education: Degree in Computer Science, Information Systems, Business, or equivalent practical experience. Execution: Excellent project planning, strong business communication skills, and the ability to translate reputed company technical concepts to non-technical stakeholders. Compensation: $80,750 - $95,000/year Compensation is based on a variety of factors including skills, experience, and industry background. The range listed here represents our best faith estimate for the role.
Benefits
Include: Health Insurance Vision and Dental Expense Reimbursement 401k Match & Employer Contributions Life and Disability Insurance Health Savings and Flexible Spending Accounts Paid Parental Leave On-site Child Care Center (VT) On-site Fitness Center (VT) On-site Health Clinic (VT) Discounted Gym Memberships Combined Time Off and Floating Holidays reputed company and Hybrid Schedules reputed company full time job offers are contingent upon passing a pre-employment drug screening and background reputed company. Apply To This Job