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Our eBay Customer Service Technology team is looking for a Senior Solution Architect to work closely with the customer experience lead and business functions we support on understanding business priorities, assessing requirements, influencing end-to-end design and advocating solutions aligned to our big-picture vision and overall strategy.
They will also partner with our product and engineering teams to keep up to date on our current and upcoming capabilities to be able to recommend high level solutions and sizing independently.
They will also have the opportunity to work with and be mentored by the Customer Service Technology Leadership team to perform this critical function successfully.
The Customer Service Technology team is responsible for Product Management, Engineering and Technology Operations of the Self Service Experience and Tools / Infrastructure for our Teammates.
Our solutions are rooted in our domain & product expertise, technical skills, and a thorough understanding of our customers’ complex needs.
This solution architect must possess both technical and customer-facing skills that will allow them to be the technical face of Customer Service Technology.
They need to be well versed in Customer Service Technology such as CRM, contact channels, contact management, workforce optimization and self and guided service capabilities.
They must be as comfortable discussing complex technical details with a room full of engineers as they are briefing an executive level audience.
They must also have a demonstrated ability to think strategically about business, product, and technical challenges. Critical thinking, learning agility, communications & relationship building with technical and non-technical cross organizational teams are important skills for this role.
Key Responsibilities :
Requirement discovery and analysis, helping to uncover business objectives, formulation of solution context, identification of end-to-end solution alternatives with assessment, design configuration working closely with customer experience lead and business counterparts.
Help shape the opportunity assessment documents for leadership reviews and approvals including high level scoping, domains impacted and technology concept briefs.
Conduct proof of concepts, where necessary, to help validate technical requirements. Prototype novel solutions to prove feasibility and develop implementation documentation for proposed solutions.
Regularly conduct internal reviews with the leadership team on potential new opportunities or deviations from our vision and technology strategy.
Develop visually rich conceptual design documents targeted to varying audiences of business and technical proficiency.
Be the technical point of contact among business, service engineering teams and support.
Represent solution approach and design with internal teams to gain alignment.
Actively engaged as part of the project team from inception to completion. Review detailed solution design and provide signoff
Regularly engage with multiple engineering teams for end-to-end knowledge of current and upcoming technologies to propose solutions.
Maintaining domain knowledge and expertise in enterprise customer service technology solutions and industry trends.
Build a trusted advisory relationship with Business, Product & Experience leads, Solutions, and Tools teams through close collaboration.
Provide ad hoc subject matter expertise as warranted via customer needs and business demands.
Drive customer-centric thinking and standard methodologies into the servicing processes to build compelling breakthrough experiences for our customers and our agents.
For large initiatives, develop and own an integrated roadmap, translating the tools strategy into a technical delivery plan by understanding strategic business needs and defining the right solutions for those needs;
be able to determine gaps in existing systems, architecture & solutions.
Job Requirements & Qualifications :
7+ years of Experience as a Solution Architect and / or Technical Consultant in Customer Service Technology including Self & Guided Service, Contact Channels, Teammate tools & workforce optimization, KPIs, Data & Analytics.
Extensive hands on experience with enterprise scale contact center commercial and custom applications
Experience leading major digital or service technology transformations
Hands on builder experience, able to learn through building and reduce solution ambiguity through targeted prototype development and testing
Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages with authority and confidence
Able to effectively present and defend point of view to a variety of audiences using visualization and modeling aids
Ability to multi-task and work in a fast-paced quick changing environment
Business acumen and experience driving non-linear business outcome through technology solution and implementation at scale
Always learning; approaches each interaction with open mind; great listener and hands-on
The candidate should be a creative, innovative, and curious leader with vision who has a passion for technology, commerce and customer service.
We need a strategic problem solver who enjoys ambitious organizations to fulfill their potential and deliver for customers.
Proficient at collaboration and building trusted relationships with cross functional teams
Desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies and innovate
Critical Thinking & Problem-Solving skills
Hands on Data & Analytics experience to help define and measure KPIs
Technical Education (Computer Science, Math, Engineering or equivalent) or relevant technical experience.
Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs.
Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
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