Full-Time

Sr Contact Center Engineer

Posted on 9/24/2024

Peloton

Peloton

1,001-5,000 employees

High-energy indoor cycling and fitness classes

Consumer Software
Education
Consumer Goods

Senior

Plano, TX, USA

Category
IT Project Management
IT Support
IT & Security
Required Skills
Salesforce
Requirements
  • 5+ years of experience in contact center technologies with 3+ years specifically performing engineering for AWS Connect and its related support titles and offerings
  • 5+ years of experience integrating contact center technologies with Salesforce with 3+ years specifically performing and supporting the integration between Salesforce and AWS Connect
  • 5+ years of experience leading strategic partnerships
  • Strong problem-solving skills and the ability to work under pressure
  • Proven fault identification and analysis skills, critical thinking, ability to troubleshoot technologies
  • Experience communicating with application users to understand and collect their requirements and requests
  • Experience working in an Agile SDLC with experience creating both functional and technical user stories
  • Experience with on premise and/or cloud-based Systems Administration a plus
  • Strong understanding of the relevance and importance of sensitive data types and the handling/audit requirements for them (e.g. PII, PCI)
  • AWS Certified Developer Associate or higher certification
  • Experience in working with AI/GPT solutions within a contact center environment is a plus
  • Good interpersonal communication skills and problem-solving skills
  • Good communication (both written and oral) and relationship-building skills
  • Strong negotiation skills
  • Ability to directly represent the IT department in discussions with executive stakeholders
  • Sound understanding of the ITIL concepts of service strategy, design, transition, operations, CSI
  • Self-starter, self-motivated, capable of staying on track and pursuing solutions without supervision
  • Excellent organizational skills and attention to detail
  • Skilled in developing effective partnerships and building relationships with portfolio customers
  • Experience in the area of strategic planning and analysis
  • Committed to delivering results; ability to overcome obstacles in order to move forward and strives to meet or go above and beyond
  • Has a flexible approach to change with an ability to work effectively in a variety of situations while constantly seeking improvement and thinks dynamically
  • Demonstrable ability to find strategic partnerships that have led to increasing in revenue and substantial growth of contracts
  • Focus on development while driving critical initiatives in similar organizations
  • Demonstrated success in building and implementing strategies; tangible experience expanding and cultivating existing partnerships over time
  • Experience of working as part of a management team, leading organizational strategy
  • Good interpersonal skills and an entrepreneurial approach that demonstrates further opportunities
Responsibilities
  • Serve as a direct partner to Pelotons Global Member Support team, the primary stakeholders
  • Support sourcing events including RFI, RFQ, RFP, e-auctions, and direct negotiations
  • Become a domain expert in our contact center technology stack (AWS Connect, Contact Lens, SalesForce, EventBridge)
  • Use method driven approaches and processes to get results while partnering and coordinating effectively
  • Coordinate and lead ongoing relationships with existing partners/vendors and as seen relevant, use those relationships to greater collective impact
  • Develop systems and procedures in support of identification, engagement, and development of strategic partnerships
  • Analyze and track key metrics to identify trends and highlight issues specific to customer needs and funding in the near to medium-term horizon (one to five years)
  • Develop and manage reporting and financial tracking of strategic partnership activities
  • Maintain vendor information efficiently
  • Ordering, scheduling, and confirming installation of contact center components
  • Tracking, trending and managing license utilization including budget planning forecasts
  • Investigate and identify alternate solutions as needed
  • Create and maintain procurement processes for related software titles that are introduced to the contact center technology stack over time
  • Serve as Tier-2 escalation for contact center issues
  • Identify and raise risks/issues, drive mitigation and resolution thereby
  • Create and maintain knowledge documentation in the best manner possible
  • Update project documentation and status documents
  • Participate actively in strategic planning activities, root cause analysis, and retrospective tasks
  • Review monthly SaaS provider billing to keep an eye on the expenditure and plan timely checks
  • Review vendor agreements to track purchase terms and expiration dates
  • Device management and audit tracking working with partner IT teams as necessary
  • Coordinate supplier business reviews
  • Find opportunities for process improvements
  • Support supplier diversity initiatives by reviewing new supplier certifications and assisting business partners with identifying potential suppliers

Peloton provides high-energy indoor cycling workouts through its exercise bike, which streams live and on-demand classes to users' homes. The bike features a large screen for classes led by professional instructors, catering to all fitness levels. Peloton's business model combines hardware sales with a subscription service, generating revenue from both bike purchases and monthly fees for access to workout content. The company's goal is to offer a convenient and engaging way for people to exercise at home, building a loyal community of fitness enthusiasts.

Company Stage

IPO

Total Funding

$967.6M

Headquarters

New York City, New York

Founded

2011

Growth & Insights
Headcount

6 month growth

-9%

1 year growth

-8%

2 year growth

-19%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration of AI can enhance Peloton's user experience with personalized recommendations.
  • VR in fitness offers Peloton opportunities for more engaging classes.
  • Hybrid fitness models allow Peloton to expand service offerings.

What critics are saying

  • Increased competition from fitness apps may draw users away from Peloton.
  • Closure of Vancouver store suggests potential financial or strategic challenges.
  • New CEO Peter Stern may lead to strategic shifts unsettling operations.

What makes Peloton unique

  • Peloton merges high design with technology for a unique fitness experience.
  • The company offers live and on-demand classes led by elite NYC instructors.
  • Peloton combines hardware, software, and content for an efficient workout experience.

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Benefits

Comprehensive health & life benefits

Supporting families

Future planning

Education

Product discounts

Supporting our communities

INACTIVE