Consumer Services Engineering Lead

Consumer Services (CS) Engineering lead, will lead and manage the delivery of innovative and robust solutions in areas like Cognitive Contact Center and Consumer Self Service. These consumer service journeys will be built and managed across channels like- Voice, Chat, Web- self service and Social.

Consumer Services Engineering lead

ABOUT THE POSITION

Although we're an apparel and footwear focused company, technology is central to everything we do. Columbia Sportswear's Consumer services technology team develops and manages system landscape(s) which enables us to serve our Consumers in most effective manner. This ensures our consumers' delight and their loyalty to our products and Brands.

As Consumer Services (CS) Engineering lead, you will lead and manage this team- which delivers innovative and robust solutions in areas like Cognitive Contact Center and Consumer Self Service. These consumer service journeys will be built and managed across channels like- Voice, Chat, Web- self service and Social.

You will work closely with Consumer Services business and other technology teams to deliver solutions at speed, and through automation. Within this role you will rely on your analytical, Technical, professional, and organizational skill to implement and manage these solutions.

HOW YOU'LL MAKE A DIFFERENCE

• Develop and manage Contact Center solutions and serve as the primary contact for Business and Technology Stakeholders.
• Collaborate with Architects to design and develop Contact center solutions like: Agent Desktop, Virtual assistants and Chatbots, Consumer Portals etc
• Lay the framework for technologies like- Salesforce Service Cloud & AWS Connect- using Lex, Poly. Integrating SFSC with other systems which enable cognitive and machine learning capabilities.
• This role will also provide insights and aid in the measurement and tracking of Contact center specific metrics and Consumer Services related analytics.
• Determine strategic direction, along with Architecture, Business & Product Management Teams for Consumer Services applications.
• Stay current with industry trends, conduct assessments, and provide recommendations for innovative technology solutions.

YOU ARE

• Able to communicate effectively, build relationships, and influence outcomes in a cross-functional, matrixed organization.
• A proactive driver of continuous improvement opportunities across business processes and system solutions.
• A relentless, versatile learner who is open to and embraces change, in an endeavor to enhance the adaption of system solutions.
• Able to persevere and overcome resistance or setbacks for your Team with energy and drive and help your Team and Business stakeholders achieve their goals.
• Collaborative and knowledge sharing with a knack for stakeholder engagement.

YOU HAVE

• Bachelor's Degree in Computer Science, Computer Engineering or Electrical Engineering and/or applied relevant experience in technology, or related fields.
• 10 or more years of experience in delivering or managing Technology solutions.
• 6 or more years of experience with Consumer Service Technologies or related areas like Enterprise contact center
• 5+ years of programing language experience; experience in Node, React, Java are preferred
• 3 + years of expertise in Salesforce service cloud implementations.
• Hands on experience Implementing Cloud Contact Center services. Experience with AWS eco-system is preferred.
• Technical experience with contact center applications like Salesforce CRM, Zendesk, Nice CX one WFM - including their integrations and analytical tools- is preferred.
• Experience with Al, Chatbots, and Virtual Assistant leveraging Al/ML.
• Experience in Consumer Services journeys- both self-service and contact center. Having implemented these journeys through robust Technology solutions.
• Experience working effectively with Data sciences, Data processing, and Software engineering teams.
• Written and verbal communication skills with an ability to present complex technical information in a clear and concise manner to a variety of audiences.

#LI-CN1

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.