CSS OnDemand

Services Architect

Job Title: Services Architect
Location: United States – Remote
Experience: 3+ years as a Solutions or Services Architect

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of their power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

OnDemand has a great opportunity for a talented Services Architect who has a passion for and deep understanding of the messaging, chat, and customer experience automation space to join our Services team. This individual will greatly impact our business by working with our enterprise clients and OnDemand’s internal teams on bringing our technical integrations to life. As our Services Architect, you’ll provide technical oversight and hands-on development of our implementations during pre-sales and post-sales, ensure alignment of the design, strategy, roadmap, and requirements for internal and external teams, and drive product innovation.

 

What You’ll Do:

  • Build deep technical and non-technical relationships with our enterprise customers in order to understand and document their integration requirements surrounding customer experience automation
  • Lead product demonstrations and onboarding services
  • Provide hands-on technical implementation services, including end-to-end testing for implementation projects
  • Key point of contact with our customer’s technical and development teams, bringing back requirements and feedback for our product management team to help drive product innovation
  • Lead the planning, architecture, and implementation of customer integration projects, supporting and enhancing existing customer integrations after go-live
  • Drive customer integrations by collaborating closely with other teams, like Delivery, Sales, Engineering, Product, and Technical Support
  • Mentor and teach other members of the services team

What You’ll Bring:

  • 3+ years as a Solutions or Services Architect, or a Services Engineer with more experience but not the title yet.
  • Deep knowledge and implementation expertise with support channels, like HelpDesks, CRMs, messaging applications such as Salesforce, Zendesk, Live Agent Chat, Web Chat, Facebook Messenger, SMS,
  • Strong hands-on coding experience with client code and integrating RESTful APIs, and using JavaScript, HTML, CSS.
  • Polished communicator with a strong ability to present to and interact with enterprise clients in a technical setting
  • Understanding of authentication systems and protocols
  • Problem-solver with exceptional troubleshooting skills
  • Highly organized, with strong attention to detail, and ability to manage multiple tasks and projects
  • Thrives in a fast-paced, start-up environment exuding passion and grit
  • Collaborative team player
  • Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent education

Bonus Points:

  • Experience with building server-side code and web APIs, such as with Node.js, Python, etc.
  • Experience with cloud computing and AWS
  • Familiarity with scrum/agile processes and project management principles
  • Understanding of Q&A Engines, Conversational AI technologies, and virtual assistants/chatbots, including the underlying AI training and model maintenance

Head of Engineering – OnDemand

Designation: Head of Engineering
Experience: 8+ years of software engineering experience
Location: USA

 

As Head of Engineering, you will lead and grow a team of collaborative, high-caliber software engineers, driving cross-functional scrum teams within an agile program to deliver high-quality, scalable software for our core on-demand customer support platform. This is a hands-on leadership opportunity where you’ll work closely with your developers and with OnDemand’s Product, Operations, Services, and other teams. We are searching for an individual who can inspire and mentor their team, partner with our Engineering Lead on influencing software development best practices and provide architectural leadership for our growing platform.

 

What You’ll Do:

  • Manage, motivate, and empower a distributed team of software engineers, including goal setting (professional and technical), feedback on performance, and weekly 1:1’s
  • Partner with our in-house recruiting department to grow your team as we scale, recruit, and add high-performing engineers
  • Define and drive engineering practices and architecture, collaborate with other members of engineering leadership
  • Contribute to the roadmap of the platform, collaborating closely with product owners and architects, and coordinating teams through the planning, building, and rollout of features
  • Review technical design specifications from team members, review and approve pull requests, and help troubleshoot and unblock technical issues
  • Architect, design, and at times even code parts of our core systems
  • Build teams that are collaborative, inclusive, communicative, and respectful of each other

 

What We’re Looking For:

  • 8+ years overall software engineering experience
  • 4+ years of team management experience with a progressive increase in responsibility
  • Ability to attract, develop, and inspire a team of high-performing engineers
  • Strong understanding of agile software development processes with experience guiding teams through planning, development, and rollout
  • Experience delivering real-time distributed computing systems, preferably SaaS in a micro-services architecture utilizing message bus technology
  • Experience with performance engineering, capacity planning, scalability, and keeping high traffic systems up in production
  • Bachelor’s degree (or higher) in Computer Science, Engineering, or similar and/or relevant work experience

 

Bonus Points:

  • Experience with Groovy/Java, Node, and/or Python
  • Familiarity with compliance initiatives (SOC2, GDPR, etc.)
  • Familiarity with Enterprise Software
  • Experience with Machine Learning, AI, and/or Data Engineering

 

Other Key Technologies and Skills

  • Infrastructure: AWS, Azure, Google Cloud, Docker, Terraform
  • Languages and Frameworks: Grails, Groovy, Java, Spring Framework, Python, Flask, Django, Javascript, Node.js, React, Express
  • Technologies: RabbitMQ, MySQL, Redis, Memcache
  • Architecture and design: Web applications, Web services, REST APIs, scalability, high availability, cybersecurity
  • Data Science/Data Engineering: NLUs, Machine Learning, Databricks, Looker
  • Other: Agile, Scrum, Kanban, OKRs, Engineering Metrics
  • Tools: JIRA

CSS Corp is now Movate

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