Role: Technical Solution Architect(SFDC)
Location: Bangalore, India
Juniper Experience and Operations (JXO) organization is incubating a Technology group to transform CX(customer experience) and EX(employee experience). The charter of this group is to discover, evaluate and leverage technology to enhance and simplify the experience of stakeholders. Knowledge and data will be central to this journey of creating a proactive and predictive support experience. The use of automation, AI and other modern technology will enable reduction of time taken to resolve issues or perform tasks.
This role is part of Juniper’s strategic future of support team and will involve design of automated solutions. The role requires influencing business transformation projects using technology, review of data to enable process, systems and tool re-engineering in customer support and services.
In addition, the role requires to support the enhancement of self-service, automaton, omnichannel strategy by seeking solutions and drivers to achieve seamless customer experiences and increased customer loyalty.
Roles and Responsibilities:
- Enable digital transformation of support systems by aligning business, operations and technology
- Deliver end to end technology solutions projects
- Architect solutions for customer self-service, automation, personalization, proactive support and seamless omnichannel experience
- Define and design solutions in SFDC platform and/or interoperate with other systems
- Evaluate industry technology landscape, discover tech stack, design solutions to solve business requirements
- Knowledge of CRM, bug, messaging, collaboration, telephony, chat/bot, RPA systems required
- Expertise with Salesforce, JIRA, Coveo, Slack systems
- Experience with working Salesforce Service Cloud, Experience Cloud, Salesforce knowledge, Data Cloud, Einstein AI, Lighting flows
- Experience working on process improvements and re-engineering
- Locate and define new process improvement opportunities
- Improve adoption of deployed platforms, tools
- Lead efforts to understand business needs, capture business requirements (BRD, define high level design, architecture and specifications of system.
- Provide estimates, impact assessments, and give your expert opinion on key strategic initiatives.
- Work with cross-functional teams to build data solutions that impact business decisions
- Conducts and facilitate (and educates and trains on) analysis, issues identification, organizational risk assessment, and decision-making processes.
Required Experience/Background:
- Bachelor’s degree in business administration, economics, computer science, management information systems, or related field or equivalent related experience
- Overall 10+ years of experience, 5+ years data analyst or related experience, including proficiency with analytical software or equivalent related education
- Good knowledge of large system, CRM’s, bug systems, collaboration and messaging tools
- Certified in Salesforce as Administrator, Architect or Consultant
- Technical expertise regarding data models, database design development, data mining and segmentation techniques
- Strong knowledge of and experience with reporting packages databases , programming.
- Proficiency in statistics, data analysis, and research methods
Personal Skills:
- Ability to collaborate cross-functionally in a fast-paced environment and build sound working relationships within all levels of the organization
- Ability to handle sensitive information with keen attention to detail and accuracy. Passion for data handling ethics.
- Ability to solve complex, technical problems with creative solutions while anticipating stakeholder needs and providing assistance to meet or exceed expectations
- Able to demonstrate perseverance and resilience to overcome obstacles when presented with a complex problem.
- Assist in combining large data sets and data analysis to create optimization strategies
- Comfortable with ambiguity and uncertainty of change when assessing needs for stakeholders
- Have effective time management skills which enable you to work successfully across functions in a dynamic and solution-oriented environment while meeting deadlines
- Self-motivated and innovative; confident when working independently, but an excellent team player with a growth-oriented personality
- Will be required to routinely or customarily troubleshoot items related to applications that require independent judgement, decision-making, and unique approaches
ABOUT JUNIPER NETWORKS
Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
