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Customer Engagement Manager

BF

BOS Framework

Customer Service
Nashville, TN, USA
Posted on Saturday, December 16, 2023

About BOS

BOS Framework is a Cloud infrastructure and DevOps automation platform that enables tech teams to provision, configure and orchestrate their application and data environments in AWS/Azure with built-in observability, resilience, and compliance, without having to learn IaC or DevOps on the job.

Creating Massive Impact

With BOS, tech-enabled businesses greatly reduce technical debt, assure on-going 99.99% uptime, gain release cycle efficiencies, and save 30 to 80% of the cost and time that goes into building, migrating, and maintaining Cloud environments with fewer tools and resources.

Experience

  • Engagement Manager, 4-8 years (Required as the Customer-facing delivery manager)
  • Software Development or working closely with Developers, 4-6 years (Required)
  • Cloud Technologies and DevOps, 2 years (Preferred)

Qualifications

  • Bachelor's degree in Computer Science, Business Administration or equivalent educational or professional experience and/or qualifications. An advanced degree is also preferred.
  • 4+ years of in-depth experience in SDLC, solutions design, and delivery of enterprise level solutions. Experience managing Agile/Scrum projects is a must.
  • Experience working with business application owners and development teams to document and clarify business and user requirements and manage scope of defined features and functions during project lifecycle.
  • Proven expertise in managing the delivery of small-to-mid web/enterprise applications needed. Technical experience in application development either as a developer or a tester is a plus.
  • Ability to understand and relate to the business objectives and provide a high-quality automated solution.
  • Ability to adjust communications to both technical and non-technical audiences.
  • Must have strong analytical abilities, negotiation/presentation skills, and organizational/planning abilities.
  • Ability to drive teams to meet consensus and have vivid passion for application delivery.
  • Strong project management and team management skills.
  • Experience in implementing quality guidelines, standards and procedures
  • Creative - able to think outside the box; uses knowledge gained through prior experience, education, and training to resolve issues and remove project barriers.
  • Drive for results - maintains constant awareness of projects and clients; keeps product owners focused on short- and long-term milestones.
  • Ability to establish and maintain positive working relationships with customers yet represent accurately the perspective of Technology.
  • Experience working directly with clients and providing consultation.
  • Strong written and verbal communication skills.
  • Strong leadership and management skills
  • Collaboration and decision-making skills
  • Experience working with remote development teams is required.
  • Experience interfacing with external API and similar third-party vendors is preferred.
  • Ability to work productively with all levels in an organization
  • Ability to travel minimally required, up to 10%

General Responsibilities

  • Accountable and responsible for the end-to-end delivery of application technology solutions in line with strategic business objectives.
  • Ensure that the business needs are clearly understood, and the technology implemented meets the needs and expectations of the business.
  • Provide consultation directly to client-side product owners and other stakeholders around solution options and vendor product selection as needed.
  • Work with channel leadership to budget and prioritize planned and unplanned development and maintenance project engagements.
  • Work as a facilitator between customers, delivery managers and solution architects to develop high level understanding of scope and feasibility of technical solutions.
  • Oversee product planning, delivery, release management, and deployment to ensure technology standards and business needs are met.

Product Responsibilities

  • Lead all design/development aspects of SDLC for Client Application Studios projects in partnership with PMO
  • Ensure all development and maintenance projects are in accordance with BOS’ corporate strategy and adhere to BOS’ greater vision and product innovation roadmaps.
  • Head project execution, resource deployment, and overall leadership and coordination efforts to ensure projects are completed on schedule and within budget.
  • Provide insight, oversight, strategic context, direction, and leadership to the Community of Practice staff involved in the effort.
  • Partner with client-side stakeholders and project team to design, develop, and support the most optimal, right-sized solutions.
  • Develop project documentation in collaboration with the delivery manager and the director of Product Success; Example: project initiation/kick-off document, sprint plan, architecture docs, database drawings, project risk log, minutes of meetings, etc.
  • Ensure resources assigned to projects are meeting deadlines and focused on the right activities.
  • Escalate issues, risks, and decisions to the Director of Product Success or other stakeholders as necessary and develop mitigating actions.
  • Monitor progress and status of deliverables.
  • Ensure proper functioning of the Products / Applications and recommend upgrades as necessary.
  • Review projects for completeness of thought and consistency of approach and interface.
  • Own product releases and provide status to customers and BOS’ leadership; escalate issues proactively.
  • Ensure standards, procedures, and methodologies in the delivery life cycle are followed.
  • Communicate development and production status and issues to management and stakeholders

Delivery Teaming

  • Partner with the project delivery leader to prepare the overall project schedule, milestones, tasks, and estimates.
  • Participate in technology/solution decisions with architecture and product teams for projects.
  • Partner with Solution/Application Architects to ensure that technical design, unit testing, deployment, and implementation requirements are properly documented.
  • Partner with Business Analysts (BA) to analyze business and functional requirements which have an impact on business applications.
  • Work with offshore Technical Delivery Manager to optimize the mix of the development resources.
  • Coordinate with architecture and development teams to perform code reviews to ensure that all solutions are aligned to pre-defined architecture/design.
  • Coordinate with customers and Quality Engineering teams to ensure proper testing is performed
  • Motivate and lead project delivery teams and instill a mindset of continuous process improvement.
  • Offshore Team Oversight
  • Manage daily progress and status of deliverables on projects.
  • Manage both onshore and offshore teams, project delivery, plans, and ensure proper staffing.
  • Ensure that all project resources are focused on the effort they are aligned to.
  • Closely monitor workload of all onshore and offshore resources assigned to the project.
  • Promote effective teamwork and spirit of partnership