Trainer - Customer Service Operations position in Interlocken, CO
Posted by: "Rahul Patel" rpatel@brossgroup.com patelrajul@ymail.com
Hi,
Hope you are doing well.
Please see below job description for your consideration
Position: Trainer - Customer Service Operations
Location: Interlocken, CO
Duration: 6 Months
The Training Developer designs and executes successful training solutions, aligned with the specific needs of the Customer Service organization. Working alongside the key stakeholders, the Training Developer assesses business requirements and training needs, shapes curriculum solutions, and collaborates in the design of detailed training modules to meet overall program goals. Requirements include consultative skills, TX (Transport) and IP technology understanding, experience with learning solutions and the ability to operate in a fast paced environment.
The primary role of this position is to develop, and maintain a variety of training topics/curriculums. This includes participating in all aspects of the training development and design process: analyze, design, develop, implement, and evaluate. This training will be developed and prepared for delivery to ensure the successful launch of new products, system enhancements, and process changes. Curricula include a blended instructional design strategy, which incorporates online learning courses, virtual classroom materials, instructor-led materials, and webinar/webcasts content. This role works closes with Subject Matter Experts to obtain course content information, enriching the information with easy to understand information flow and engaging activities. This individual must be able to develop strong relationships with SMEs to gather information to develop timely, targeted, and appropriate training content. Must be a team player with a positive attitude and a willingness to do whatever needed, in a fast paced and changing environment, to achieve project goals and requirements.
Training Curriculum Design and Development:
„Build strong relationships with key stakeholders, including Customer Service Management and Subject Matter Experts (SMEs).
„Identify, assess, and analyze business requirements and training gaps to design effective learning solutions
„Build and monitor training roadmap for specific TX (Transport) IP technology group, and other job roles as required
„Develop technology presentations, scripts and test assessments for respective technology group (TX, IP) and associated teams.
„Develop skeleton outline formats for equipment and process training for respective technology group (TX, IP) and associated teams.
„Design training content for new hire and tenured Customer Service reps for specific TX and IP technology group, and other job roles as required.
„Design training content focusing on the Boot Camp and Core 101, 201 & 301 program structures.
„Collaborate with the Instructional Designers to develop role-specific content, identify delivery methods, build assessments and tests and review all training deliverables.
„Provide training content and format review of all appropriate training curriculum and courses material.
„Update existing training presentations and computer based training modules to ensure they are kept current.
„Develop and maintain foundational and more complex ¡§real life¡¨ systems training material appropriate for targeted audiences.
„Actively work to improve the effectiveness of the overall Customer Service training programs
Job Requirements
„Experience in Operations or Customer Service
„Experience in Training Development or Delivery
„Several years of technical knowledge/experience in a technology sector (TX and IP Voice)
„Process driven with an eye on scalable, repeatable learning solutions
„Proven consultative relationship building and communication skills
„Familiarity in telecommunications technologies
„Works with a sense of urgency
„Team player who is able to work with a small team of developers and managers in order to rapidly develop effective training programs
„Works effectively with leadership team members, subject matter experts and other internal team members
„Preferred systems experience should include, MS Office Suite; Word, PowerPoint, Excel
Hours: 8:00am to 5:00pm
Skill/Role Level Preference
Microsoft Office Intermediate Required
Customer Service Intermediate Required
Microsoft Intermediate Required
NOC Intermediate Required
If you are interested please reply with your latest word updated resume and best time to call.
Thanks,
Rahul Patel
Bross Group
Operations
rpatel@brossgroup.com
303-351-6535
www.brossgroup.com
Delivering Results, Exceeding Expectations
________________________________________________________________________
Customer Solutions Architect position in Interlocken, CO
Posted by: "Rahul Patel" rpatel@brossgroup.com patelrajul@ymail.com
Hi,
Hope you are doing well.
Please see below job description for your consideration
Position: Customer Solutions Architect
Location: Interlocken, CO
Duration: 12 Months
Solution Architect’s are responsible for creating large, individualized network solutions meeting the requirements of Client strategic customers. Solutions scope will primarily focus on Managed Services such as: DOS Mitigation, WAN Optimization, Managed Firewall, Managed Router, etc. but will also require a broad knowledge of access and transport networks that connect to such services. Solution Architects act as consultive, trusted advisors, balancing the goals of quality, feasibility, cost-effectiveness for the customer with profitability for Client. Assimilate customer requirements, create solutions, assemble costs, and participate in business case analysis. Work and meet with customers and account teams. Provide overall guidance to sales and sales engineering on the most appropriate solution for a given customers requirements based on detailed discussions with sales and the customer. Collaborate with CSG, A&E, and Project Management in solution lifecycle.
Essential Functions of Position:
Interact with Sales and Sales Engineers on specific large deals and develop Trusted Advisor relationship with Customers.
Determine and sometimes develop customer requirements, using traffic modeling, restoration techniques, diversity analysis, growth assumptions, application requirements, etc.
Compare alternative solutions leveraging full suite of Managed Services
Educate the sales teams to improve their ability to successfully win customer opportunities
Serve as point of escalation to properly frame ICB configurations and shepard through the Specials Process
Required Knowledge for the Position:
Ideal candidates will have 5+ years network planning or sales engineering experience for a major national telecom carrier. Experience at multiple network layers are preferred.
Requires knowledge of competitive product offerings and architectures
Ability to interact with strategic customers in a consultive, trusted advisor role.
Ability to balance requirements of customers with risk and opportunity to Level 3.
Experience with network cost (IC, LRIC etc) and profitability (cash flow, payback period) analysis.
Experience communicating / presenting large scale, detailed network solutions at both the working and executive level.
Willingness to travel approx. once per month to lead / participate in customer planning sessions and solution presentations.
In depth technical understanding of Managed Services technologies and operating environments.
Prefer BSEE or BS in Computer Sciences. CCNP, CCDA or other technical certifications in the areas of security would be ideal.
Skill/Role Level Years Preference
Architect Intermediate 5.0 Required
Network Planning Intermediate 5.0 Required
If you are interested please reply with your latest word updated resume and best time to call.
Thanks,
Rahul Patel
Bross Group
Operations
rpatel@brossgroup.com
303-351-6535
www.brossgroup.com
Delivering Results, Exceeding Expectations
________________________________________________________________________
Business Analyst position in Interlocken, CO
Posted by: "Rahul Patel" rpatel@brossgroup.com patelrajul@ymail.com
Hi,
Hope you are doing well.
Please see below job description for your consideration
Position: Business Analyst
Location: Interlocken, CO
Duration: 12 Months
The Product Development role will be responsible for managing complex technical projects for federal government channel supporting the GSA Networx and WITS contracts. This will include development support for client products as well as those provided by 3rd party vendors. Position requires an individual with a team-oriented attitude that works well in a rapid paced environment. Role will include project and technical management, as well as, development of required business artifacts and process construction. The successful candidate must be a self starter with a high attention to detail who is able to adapt easily to priority changes in a constantly changing environment. Previous experience leading cross-functional projects in a matrixed environment is highly beneficial.
Responsibilities
• Champion scope and vision across various functional working teams: Sales, IT, Architecture and Engineering, Operations, Marketing, and Product Management
• Work with the functional teams to identify solutions and resolve issues throughout the development lifecycle -- proactively mitigate issues and resolve conflicts
• Ensure all deliverables are tracked and managed to successful completion, meeting or exceeding business case objectives (scope, schedule, and cost)
• Provide process support for internal client products and 3rd party provided products
• Maintain flexibility -- Projects may range over time from Strategic Initiatives (e.g. Strategic Ethernet Expansion) to tactical support for customer specials and product enhancements
Specific Skills:
• GSA Networx and / or WITS contract experience REQUIRED!!! (resources that have worked at Verizon would have this experience)
• Experience working with Government contracts, procurement processes and systems: IDEAL!!
• Experience with Government contract modification and RFP requirements and procedures
• Technical experience with telecom products (voice, video and data) and managed services supported by 3rd party providers
• Experience with managed communications services (routers, firewalls, CPE devices, monitoring, etc.) highly desired
• Track record of delivery for complex projects within scope, schedule, cost objectives
• Solid people skills with direct government customer contact experience
• Ability to adapt and adjust to changing priorities
• Multitasking skills with a high attention to detail
• Proven leadership, management and teamwork skills
• Excellent oral, written, and presentation communications skills
• Previous product development, product engineering, or software development experience is desirable
Mgr anticipates travel depending on where the resource is located and attending a Govt sponsored training class.
Skill/Role Level Years Preference
Project Leadership Intermediate 8.0 Required
Business Analyst Intermediate 8.0 Required
Contract Management Intermediate 3.0 Required
If you are interested please reply with your latest word updated resume and best time to call.
Thanks,
Rahul Patel
Bross Group
Operations
rpatel@brossgroup.com
303-351-6535
www.brossgroup.com
Delivering Results, Exceeding Expectations
