Care Operations Technology Manager

US - CO - Englewood Ref #7894 29-Jan-2021

Job description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.  

We’re looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

Job Responsibilities
Viasat is looking for an experienced Care Operations Technology Manager to join the Care Technology Team.  In this exciting role, you will attend to the development of and adherence to a cohesive integration strategy for our Customer Relationship Management network of systems, with a primary focus on the Care Operations ACD and IVR.  You will utilize your management experience to engage with and liaison between ViaSat and its Telephony vendors (PSTN/Agent Soft Phone, CTI, ACD, IVR vendors).  You will work on a daily basis with these vendors and with internal customers, to ensure smooth and efficient operations of these CRM systems.  You will help in the development, configuration and administration of these systems, including participation in system training. You will facilitate and manage problem investigation, root cause determination, and corrective action implementation for issues identified either by internal or external customers or through monitoring of system performance.  This includes obtaining ownership and commitment by responsible organizations, whether that be internal business units, external partners or vendors, and following up to ensure effective action is taken.  You will partner with other ViaSat business groups to understand business goals and objectives, in order to better support project requests for new functionality, applications and systems within the CRM network.  Utilizing your past IVR experience, you will participate in the development of project requirements, perform system configuration of the IVR, engage and manage the Telephony vendors’ professional services teams, and complete user acceptance testing as required.  You will work in a cross functional environment to ensure that project requests fit into the design and functionality of the CRM systems, while remaining within the scope of the cohesive integration strategy.

This role can be performed remotely, and does not have to sit in our Englewood, CO office location.

Requirements
  • 5+ years’ experience with the execution of strategies, implementation and operation of a CRM platform
  • Skilled with standard Microsoft tools such as Excel, Word, Visio, SharePoint, and Power Point. 
  • Experience with project management.
  • Experience with quality-assurance and integration testing, with preference for Insomnia or similar API tool knowledge.
  • Experience analyzing complex data sets, gleaning insights from data, and presenting data findings to management.
  • Bachelor's Degree or equivalent combination of education/work experience. 
Preferences
  • Experience with PSTN/Agent Softphone, CTI, ACD, and IVR.
  • Experience working as a business/systems analyst or system design/technical architect.
  • Management experience with vendors, partners and/or outsourced development teams.
  • Positive attitude with a “can do” demeanor.
  • Salesforce CRM experience a plus.
  • Contact center experience is highly desired.
  • Experience creating/developing/testing enterprise-grade applications.

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Additional Requirements and information

Minimum education:

BA/BS or equivalent experience

Years of experience:

5-8 years

Travel:

Up to 10%

Citizenship:

US Citizenship Required

Clearance:

None

Worker Classification:

Employee

Base Compensation Range*:

77200 - 104450 USD

*Estimated range for the state of Colorado only. Ranges for other states may vary.

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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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