Service Delivery Manager

**Succeed from Anywhere**:
Our virtual headquarters keep us connected from anywhere you are. Work remotely while connecting with your team through digital and regional events.

**Flexibility & Life-Work Balance**:
Unlimited PTO & flexible work schedules to help balance life
Family First - Competitive benefits including paid parental leave for birth, adoption, and fostering; top-notch health plans with the ability to flex your schedule to care for your family.

**Community Support**:
Paid Volunteer Floating Holidays to participate in company sanctioned or independently chosen community events. We make it easy to keep your voice active in your community by offering employees the time they need to volunteer or participate in local elections.

**Wellness Matters**:
We offer competitive medical, dental, vision, and employee assistance plans along with company-wide fitness challenges.

**Competitive Compensation**:
Fair and thoughtful compensation, equity grants, and employer-matched 401(k) are paired with opportunities for career growth and development.

**Early Career Options**:
We offer a top-tier internship program with the ability to transition into associate-level positions post-graduation.

**Service Delivery Manager**

**Job Location**: Remote Work, Thailand, Philippines, or India - **MUST BE FLUENT IN THAI & ENGLISH**

**Why work for SuccessKPI**:

- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI

**What You’ll Do**:

- Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk
- Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
- Follows PS implementation standards
- Assesses complex project situations to make appropriate recommendations to both internal team and the customer
- Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions

Solution Deployment (85%)
- Works in close concert with Project Manager in successfully delivering projects
- Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
- Execution of project plan tasks associated with engagements
- Test plan validation
- Maintains on average 70% utilization for billable projects
- Identifies engagement-related problem areas and solves the issues in a proactive manner
- Assists the Support group in performing service call/maintenance activities as required
- Provide technical training to internal or external resources as needed
- Maintains friendly and professional attitude in stressful situations

Administration (5%)
- Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
- Maintains regular internal communications with project team, team lead, and manager
- Provides feedback and updates to internal processes through internal documentation
- Follows standard department processes

Training (10%)
- Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications

**What You’ll Bring**:

- Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
- 3+ years of experience with Contact Center technologies
- Knowledge on Amazon Web Services (AWS)
- Development experience building apps and integration leveraging APIs, JSON, and JavaScript
- 6+ years of related experience
- Excellent communication skills - **must be able fluent in both English & Thai language**:
Highly Desired Technical Skills
- Python; MicroStrategy; AWS DevOPS certified

Business Skills
- Capable of working on or leading a team through a fast paced and complex project
- Excellent verbal and written business communication skills, including escalation management and information presentation
- Knowledge of customer service processes
- Knowledge of Cloud change control processes
- Exercises good judgment
- Strong follow-through, ownership & responsibility on tasks assigned
- Effective time management and maintains flexibility

**About **SuccessKPI** Inc.**:
SuccessKPI is a rapidly growing and thriving business providing an AI Rich, pure SaaS analytics and automation platform for contact centers. Suc