ServiceNow Solution Architect - CSM Product Suite - Telecommute / Nationwide search (01TIZ)

Chicago, Illinois, United States US

TeleTech is seeking a ServiceNow Solution Architect to join our Technology Services CRM team.   This role is telecommute role with some travel requirements.


Why choose TeleTech to enhance and broaden your career?  We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.  Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success! 


The ServiceNow Solution Architect role is intended to be a Technical Lead in the CRM organization responsible for helping to grow and mature our footprint as an integrator of the Customer Service Management solution.  The architect will leverage their extensive experience on the ServiceNow/CSM platform to help identify, define, and recommend technical solutions to solve complex business problems. The architect will have a deep understanding of ServiceNow CSM integration best practices, strategies, design patterns and integration patterns. The architect should display strong leadership skills, have the ability to influence direction and thrive in a dynamic work environment with geographically diverse teams. The architect will provide technical thought leadership and work heavily with Management, Operations, Clients, Developers, Scrum Masters, and other Architects to successfully deliver multiple implementations.


What you’ll be doing:

·         Ensure the quality of solutions and be responsible for architecting and documenting technical solutions based on client requirements and industry best practices.

·         Provide guidance on technical architecture, integration, development, configuration, customization efforts for the team

·         Mentor and coach technical and non-technical ServiceNow team members

·         Collaborate with others and have strong communication skills with the ability to communicate technical solutions to technical and business audience

·         Ability to identify, build and integrate various technologies to provide client solutions and applications using ServiceNow Customer Service Management and other technologies

·         Attain quarterly and annual objectives assigned by management.


Skills you are bringing:

·         B.S. Computer Science, Software Engineering, MIS or equivalent work experience

·         3 to 5 years of Implementation, Design, and Configuration experience within ServiceNow is required.

·         Experience working with the Customer Service Management product suite preferred.

·         Advanced understanding of the overall Architecture of ServiceNow products

·         Experience with Salesforce and other CRM products preferred

·         Excellent understanding of object-oriented concepts & MVC design patterns, and prior work with OO languages

·         Deep knowledge of data modeling concepts and prior work with databases

·         Experience integrating ServiceNow CSM with other AppExchange Applications, Enterprise Service Bus and integration platforms

·         Experience with Agile methodology

·         Ability to work as part of a team to solve technical problems in varied political and geographic environments

·         Ability to travel domestically up to 35%



Who We Are:

TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services. 


What We Offer:

·         Variable incentive bonus plan, 401K company match, tuition reimbursement

·         Global career mobility, employee recognition programs, professional development

·         Rich wellness program and health incentives




TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.

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