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Careers
Echopass is an Equal Employment Opportunity Employer
At Echopass, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.
Our Equal Employment Opportunity policy is founded on the philosophy that our employees and applicants for employment must be treated fairly and equitably. We do not discriminate based on personal preference or physical characteristics, and our experience confirms that supporting policies and practices with a strong commitment to equal employment opportunity is a good business practice.
Our goal is to build an inclusive workforce and work environment. We make every effort to attract, invest in, and develop the talents of diverse people who reflect the society and community in which we live. We welcome and support people of all races, ethnicities, cultures, and religions and seek to foster teamwork and effective partnerships among our employees. Echopass provides equitable treatment and reasonable accommodations for employees with disabilities in accordance with individual needs, business realities, and federal and state laws.
Current Job Listings
If you are interested in becoming a key contributor, please submit your resume to us at careers@echopass.com.
Director, Product Management
Position Description:
The Director of Product Management is responsible for the management of the lifecycle of the Echopass product portfolio. This will include increasing the profitability of existing products, developing new products, and finding innovative solutions for the company’s target markets. Position will define product release requirements, assist in the development and support of marketing programs for new and existing products, and work with sales and channel partners to raise the market visibility of Echopass solutions. This is a new position at Echopass that could be located either in Pleasanton, CA or Salt Lake City, UT. Position reports to the SVP of Product Strategy and Professional Services.
Responsibilities:- Represent the cloud services product strategy and roadmap in next generation architectures, and the definition and delivery activities to manage and enable the introduction of cloud based contact center and workforce optimization services
- Synthesize product requirements into working documentation from client feedback, sales, and engineering
- Analyze market and competitors for direction and insight and provide recommendations to management
- Create product specifications for new applications or enhancements to existing product
- Develop differentiated and accurate e- positioning and messaging
- Manage complex product line with multiple platforms, software releases, deployment architectures and scale expectations in high growth market segments
- Influence the Go-To-Market strategy through communication of business proposition
- Analyze competitive pricing and make recommendation to management on ROI
- Interact with large and global customers and represent Echopass’ vision and strategy
- Collaborate and lead across the Company and with customers to provide a unified and comprehensive process for launching the Company’s applications to market.
- BA/BS in a computer related discipline and at least 3 years of senior management and/or solutions architect responsibilities in a related area leading a complex, enterprise level offering.
- Demonstrate past competency developing product specifications and roadmaps
- Understanding of Cloud Services and SaaS infrastructures, eServices, contact centers and/or enterprise communication systems; excellent understanding of SIP/RTP and VoIP
- Exceptional time management, organizational, and communication skills
- Leadership ability to gain buy-in and respect from customers, management, team members
Service Delivery Project Manager
Position Description:
This is a new position in the Service Delivery organization at Echopass, that could be located either in Pleasanton, CA or Salt Lake City, UT. The Project Manager acts as the team lead in the Service Delivery organization and will provide ongoing support to the software development team in the analysis, development, and implementation of software projects. You will work cross functionally to ensure that all teams understand the requirements and resource planning requests and contribute to the successful completion of projects. This position reports to the Senior Vice President, Platform Development and Operations.
This position is responsible for the organization and prioritization requirements managing the project process from conception to project release, including the initiation phase, planning, execution and the closing phases of a project. This position interacts closely with team members cross functionally and reconciles the differences between individuals and the corporation. This position fosters harmonious interaction between group members and ensures a good flow of communication between the team. Key to this role is the successful roll-out of the project plan, ensuring all team members are aware of timelines, deadlines and budget restrictions.
Responsibilities:- Track projects by development team
- Ensure team cooperation
- Determine milestones and deliverables
- Provide weekly status and updates to management, stakeholders and teammates
- Support the Service Delivery team with the creation of realistic schedules
- Maintain excellent relationships with all stakeholders
- BA/BS or equivalent, Business preferred, and five(5) or more years of related project management/coordination experience in a high technology, software environment
- Strong technology experience, preferably in Service Delivery, CRM or call center arena
- Demonstrate excellent business acumen with organizational, communication, analysis and management ability
- Excellent communication skills, both written and verbal
Provisioning Engineer
Position Description:
The Provisioning Engineer plays an integral role identifying system and customer problems, troubleshooting, providing solutions, and then documenting those solutions. This position is responsible for managing and implementing service requests for customers. This position will work in a robust, sophisticated technical environment, managing issues, prioritizing coordinating resources and completing system requests. This position will manage customer escalations and requests, will report to the Provisioning Manager and will be located in Salt Lake City, UT. This is an on-call position, including weekends.
Responsibilities:- Manage customer service requests to include phone provisioning, Genesys IVR development, and Genesys routing development escalations
- Document service request changes and processes
- Manage escalations from L2 Technical Support technicians
- Provide project management of service requests through customer interaction and internal/external resources
- Test, maintain, monitor, and troubleshoot end user problems in order to deliver required service levels
- Work alongside Echopass Professional Services team in new implementations
- BA/BS degree desired, but not required, and five (5) years related experience in a Provisioning Engineering role
- Excellent past experience writing Visual Basic scripts is required
- Call Center experience is important and understanding the criticality of 24/7 operations is important
- Previous experience in IVR development and ACD/skill routing development preferred
- Past experience writing basic SQL queries is preferred but not required
- Previous experience with XML is required and VXML is preferred
- Experience with Genesys products and services such as:
- Genesys Studio(IVR development application)
- Genesys Composer
- Genesys Configuration Manager
- Genesys Interaction Routing Designer
- Prior experience in telephony, VoIP, telecom and/or CTI is preferred
Service Delivery Project Coordinator
Position Description:
This is a new position in the Service Delivery organization at Echopass that could be located either in Pleasanton, CA or Salt Lake City, UT. We are looking for a project management professional who will provide support to the software development management team in the analysis, development, implementation, reporting and status of project activities for Service Delivery projects. This role will report to the Senior Vice President of Platform Development and Operations.
Responsibilities include but are not limited to the following: Track projects by Development team, ensure cross team cooperation is in place - be a point of escalation as necessary, provide weekly status updates of projects by team to key stakeholders, help the Service Delivery team create schedules and deliverable dates for key projects and adhere to them, improve communication of project status and the impact of reprioritization or addition of projects.
Requirements:- Five years business experience with project management/coordination experience in a high tech/software
- Demonstrated business skills in organization, communication, analysis and management
- Seeking strong competency around intellectual curiosity, initiative, driving for results and high energy
- Bachelor Degree in business or related technical domain strongly desired; project management business experience also acceptable
- Strong, general technology understanding and working knowledge of CRM, call center software/support systems and implementations
Senior Consultant/Project Manager – Professional Services
Position Description:
Reporting directly to the Vice President of Professional Services, the Senior Consultant/Project Manager will provide project management and technical leadership for the implementation of Echopass solutions to our clients.
A successful candidate will have excellent communication skills, high energy with extraordinary level of commitment and integrity. Experience dealing with multiple constituencies both internal and external will be very important to the success of this position. Ability to make and deliver on project plans in a highly dynamic environment and the ability to make things happen as well as having a “get it done” attitude will be necessary. Individual must be self-motivated with excellent time management skills; must be able to operate in an entrepreneurial environment.
Requirements:- Undergraduate degree – in technical, engineering or computer science discipline
- 10+ years Project Management experience
- Experience in Pre-sales, supporting sales, RFI/RFP, competitive analysis and ROI highly desirable
- Understanding and experience with Contact Center technologies, Telecommunications, CTI (Computer Telephone Integration), ACD, IVR, VIOP, Internet (architecture), CRM, Genesys
- Strong track record of successful solutions implementations
Senior Software Engineer
Position Description:
The Senior Software Engineer position is responsible for designing, building, implementing, and troubleshooting software solutions for Echopass' core products and custom client integrations. We seek an individual and who can bring creative problem solving skills to the Echopass development team, who is customer focused and quick to learn and apply new technologies.
A successful candidate will have excellent communication skills and be able to work independently or as part of a team. The position requires the ability to work well under time constraints, adhere to coding specifications and internal policies, and to adapt to quickly changing customer and internal needs.
Requirements:- Bachelor degree in Information Systems, Computer Science, Electric Engineering, or equivalent experience
- 10+ years in software development and/or systems analysis experience is preferred
- 5+ years in each of the following: C#, .NET, Web Services, Windows Services, Desktop Apps, SQL, MS SQL Server
- C/C++, WCF, WPF, SIP, VOIP, VBScript, JavaScript, VXML, COM, Message Queuing, RabbitMQ
Enterprise Sales Executive
Position Description:
We seek sales professionals with a strong track record of success in enterprise sales – must be comfortable in dealing with all levels of client organizations but especially skillful at the executive level. Position reports to the Senior Vice President, Enterprise Sales.Position will be responsible for driving and closing new business opportunities in assigned region with some focus on specific functional verticals to be assigned. Successful candidates must have 10+ years of sales experience at over quota with enterprise contact center solutions. Strong competencies required in prospecting, presentation, negotiation and communication. Based on our corporate values, candidates should be a strong team player with high energy and a drive for success; strong listening skills and exceptional customer satisfaction focus also required.
Prefer candidates with college degree and/or significant business experience in a high technology solutions oriented business.
Platform Performance Analyst I
Position Description:
The Platform Performance Analyst I position is responsible for analyzing, reporting, triaging, and escalating all platform performance events and alerts. This includes problems with applications, systems hardware, networks, power, data center infrastructure, database processes, and platform health.
This position reports administratively to the Vice President of Operations and works directly with platform performance tools and monitoring. Successful candidate will be required to use discretion to effect timely solutions of problems in order to ensure a high level of customer satisfaction and prevent negative customer performance impact.
We seek an individual with excellent communication and coordination skills who are able to facilitate speedy resolution to all platform performance events requiring interaction. Additionally, position requires that candidates are able to observe and respond to all reported events and alerts according to specific, defined policies and procedures; ability to perform routine maintenance tasks as defined by standard operating procedures. Create and correctly assign service tickets to ensure effective workflow and problem resolution in service delivery. Report anomalies and false positives to Platform Performance Analyst II or Data Center Operations Systems Administrator.
Requirements:- High school degree (or equivalent)
- At least six months of specific technical training or industry certification
- At least one year concentrated experience in computer technology or computer services
Platform Performance Analyst II
Position Description:
The Platform Performance Analyst II position is responsible for fine tuning and optimizing platform performance events and alerts.This includes problems with applications, systems hardware, networks, power, data center infrastructure, database processes, and platform health.
This position reports administratively to the Vice President of Operations and works directly with platform performance tools and monitoring. Position requires inherent knowledge of Echopass platform performance requirements in order to ensure a high level of customer satisfaction and prevent negative customer performance impact.
Successful candidate must be able to create and distribute action plans for all platform performance events and alarms. Create and distribute platform performance monitoring requirements document. Develop Echopass Platform Management Center policies and procedures.
We seek an individual with strong ability to observe and respond to all reported events and alerts according to defined policies and procedures. Perform routine maintenance tasks as defined by standard operating procedures. Identify events and alerts which require adjustment or optimization to ensure monitoring tools are reporting according to appropriate thresholds and levels. Create and correctly assign service tickets to ensure effective workflow and problem resolution in service delivery. Provide training and operational support to Echopass Platform Management Center staff.
Requirements:- High school degree (or equivalent)
- At least one year of specific technical training or two (2) industry certifications
- 2 - 3 years concentrated experience in application or systems monitoring and event optimization
