ABOUT THE ROLE
We are seeking a Contact Center Engineer with strong AWS Connect experience. This individual will take the lead on strategy, design and build out of Peloton’s contact center technology stack which is AWS Connect based. This role will support the full product lifecycle for the contact center technology stack from conception, design, build out and operational sustainment. This includes ongoing assessment of deployed infrastructure components, scalability, monitoring and health of “the system” and incident response. A successful candidate will excel in a fast-paced team environment and possess good interpersonal skills including a high degree of familiarity managing strategic partnerships.
The Enterprise Technology (ET) department at Peloton is responsible for IT Service Delivery, Network Engineering, Audiovisual (AV) Technology, Contact Center Technology, DevOps, IT Construction, Telecommunications, Cyber Security, Program Management, and Technology Governance, Risk, and Compliance (GRC) globally focusing both on planning, building, and supporting technical services and solutions.
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YOUR DAILY IMPACT AT PELOTON
- Serve as a direct partner to Pelotons Global Member Support team, the primary stakeholders
- Support sourcing events including RFI, RFQ, RFP, e-auctions, and direct negotiations
- Become a domain expert in our contact center technology stack (AWS Connect, Contact Lens, SalesForce, EventBridge)
- Use method driven approaches and processes to get results while partnering and coordinating effectively
- Coordinate and lead ongoing relationships with existing partners/vendors and as seen relevant, use those relationships to greater collective impact
- Develop systems and procedures in support of identification, engagement, and development of strategic partnerships
- Analyze and track key metrics to identify trends and highlight issues specific to customer needs and funding in the near to medium-term horizon (one to five years)
- Develop and manage reporting and financial tracking of strategic partnership activities
- Maintain vendor information efficiently
- Ordering, scheduling, and confirming installation of contact center components
- Tracking, trending and managing license utilization including budget planning forecasts
- Investigate and identify alternate solutions as needed
- Create and maintain procurement processes for related software titles that are introduced to the contact center technology stack over time
- Serve as Tier-2 escalation for contact center issues
- Identify and raise risks/issues, drive mitigation and resolution thereby
- Create and maintain knowledge documentation in the best manner possible
- Update project documentation and status documents
- Participate actively in strategic planning activities, root cause analysis, and retrospective tasks
- Review monthly SaaS provider billing to keep an eye on the expenditure and plan timely checks
- Review vendor agreements to track purchase terms and expiration dates
- Device management and audit tracking working with partner IT teams as necessary
- Coordinate supplier business reviews
- Find opportunities for process improvements
- Support supplier diversity initiatives by reviewing new supplier certifications and assisting business partners with identifying potential suppliers
YOU BRING TO PELOTON
- 5+ years of experience in contact center technologies with 3+ years specifically performing engineering for AWS Connect and its related support titles and offerings
- 5+ years of experience integrating contact center technologies with Salesforce with 3+ years specifically performing and supporting the integration between Salesforce and AWS Connect
- 5+ years of experience leading strategic partnerships
- Strong problem-solving skills and the ability to work under pressure
- Proven fault identification and analysis skills, critical thinking, ability to troubleshoot technologies
- Experience communicating with application users to understand and collect their requirements and requests
- Experience working in an Agile SDLC with experience creating both functional and technical user stories
- Experience with on premise and/or cloud-based Systems Administration a plus
- Strong understanding of the relevance and importance of sensitive data types and the handling/audit requirements for them (e.g. PII, PCI)
- AWS Certified Developer Associate or higher certification
- Experience in working with AI/GPT solutions within a contact center environment is a plus
- Good interpersonal communication skills and problem-solving skills
- Good communication (both written and oral) and relationship-building skills
- Strong negotiation skills
- Ability to directly represent the IT department in discussions with executive stakeholders
- Sound understanding of the ITIL concepts of service strategy, design, transition, operations, CSI
- Self-starter, self-motivated, capable of staying on track and pursuing solutions without supervision
- Excellent organizational skills and attention to detail
- Skilled in developing effective partnerships and building relationships with portfolio customers
- Experience in the area of strategic planning and analysis
- Committed to delivering results; ability to overcome obstacles in order to move forward and strives to meet or go above and beyond
- Has a flexible approach to change with an ability to work effectively in a variety of situations while constantly seeking improvement and thinks dynamically
- Demonstrable ability to find strategic partnerships that have led to increasing in revenue and substantial growth of contracts
- Focus on development while driving critical initiatives in similar organizations
- Demonstrated success in building and implementing strategies; tangible experience expanding and cultivating existing partnerships over time
- Experience of working as part of a management team, leading organizational strategy
- Good interpersonal skills and an entrepreneurial approach that demonstrates further opportunities
ABOUT PELOTON:
Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.
Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com
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