The Senior Solutions Architect acts as Wayfair’s resident Subject Matter Expert (SME) on our Workforce Management (WFM) solution, including standard technical areas such as Configuration, Databases, and Integrations. As the Architect, you will have the skill and ability to resolve complex issues while acting as the primary contact for WFM issues, enhancements, and system health. The Senior Solutions Architect will possess a deep understanding of the WFM product, standard technical knowledge and advanced troubleshooting skills. Also, you will work closely with our product and engineering teams to ensure enhancements and issue resolutions are delivered on time and within specifications. You will also work with vendor resources to review and implement new features, and will guide peer teams on technical aspects of the product and associated best practices.
What You’ll Do:
- Responsible for configuration and administration of our Workforce Management platform, supporting a complex multi-site/multi-channel environment
- Assist with road-mapping platform changes/enhancements related to Workforce Management technologies, informed by a deep understanding of the long term business strategy of our service organization
- Configure, manage & enhance out-of-the-box reporting, real-time adherence monitoring, scheduling features, time off management, etc.
- Monitor application generated data for trends & outliers and raise anomalies with hypothesis and recommendations
- Enhance and maintain integration capabilities with ACD, HRIS, Coaching & Quality, and other home grown tools
- Configure and manage out-of-the-box reporting, real-time adherence monitoring, scheduling features, time off management, etc.
- Improve and maintain agent alerting & notification
- Manage users and administrators, and maintain role based access levels
- Maintain and promote adherence to standards for the escalation of urgent issues to the Engineering and Management teams, including ownership of tracking and documenting issues throughout the lifecycle of all support cases
- Troubleshoot and manage complex technical issues through strong collaboration across multiple teams
- Drive customer service organization and Engineering teams to complete key action items, and ensure escalation until resolution within mutually agreed upon timelines. Generate product training and knowledge base content, provide effective communication within a geographically distributed team
- Quickly provide technically accurate and complete resolutions by maintaining product knowledge relevant to our vendor’s solution offerings, current support policies, and available methods of support delivery.
- Act as Wayfair’s resident WFM SME, consistently exhibiting the highest level of expertise. Demonstrate deep understanding of our vendor’s product architecture including detailed understanding of application flow, logs, and configuration
- Handle escalation of product issues including issue identification, in-depth analysis to isolate the root cause of the problem, and tailored communications comprehensible by non-technical associates
- Be the customers’ representative in the product organization, both in terms of serving our shoppers and the agents who assist them
- Case management, including logging, updating, prioritizing and managing communications with technical and non-technical stakeholders
What You’ll Need:
- Bachelor's degree in Computer Science, Engineering, related discipline or equivalent work experience
- 3+ years of technical support and/or administration of Verint’s WFM solution
- Strong understanding of 3rd party contact center technologies such as Aspect, Avaya, Genesys, CISCO IVR, Callminer, NICE, Verint, etc.
- Expertise in Verint API stack, SQL, BigQuery, and Web Services concepts a plus
- Strong analytical skills and ability to convert data to actionable insights
- Ability to partnering with business leadership to influence the design of solutions while maintaining focus on the customer service experience
- Aptitude for working effectively with technical & non technical staff, product managers, and business stakeholders alike
- Strong written and verbal communication skills, demonstrated in your ability to tailor the explanation of technical concepts to a broad and geographically-distributed audience.
- Passion for completing cross functional projects through collaboration and influencing business decisions
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.