Architect Assoc

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.
**Primary Responsibilities**
- Fully understands the CSG product and is able to use this knowledge to direct trouble shooting, drive business discussions, identify change and expedite solutions.
- Support the build and deployment infrastructure used by our delivery teams.
- Assists the service management layer with complex technical discussions.
- Interacts with customers to facilitate change, including gathering information required by CSG to drive enhancements or changes.
- Provides Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
- Ensures CSG Support Tool is updated with the latest ticket details at all times.
- Supports customers per the details contained in the Managed Service customer contracts.
- Maintains a high level of customer satisfaction through professionalism; timely responses and resolution of issues.
- Following up on support issues, which include liaising with both the customer as well as other Support Leves or Operational teams.
- Ensures compliance with SLAs and OLAs.
- Oversees product installations according to internal procedures.
- Ensures adherence to defined processes and procedures.
- Ensures knowledge is maintained and industry trends are tracked.
- Escalates opportunities and/or issues according to established procedure.
Performs Application Health Check.
- Works on performance issues.
- Works on customer solution improvement and service solution improvement.
- Develops and maintains documentation, standards, processes and procedures.
- Instrumental in new technology deployment.
- Works in different business times.
- Ad-hoc occasional travel to customer sites.
- Peer review on analysis and communications.
- Demonstrates CSG guiding principles
**Additional Responsibilities**:

- Complex bug fixes for those who have development responsibility
- Creates customer specific Service Pack Installer for those who have development responsibility
- Creates version specific Service Pack Releases for those who have development responsibility
Scrum Master
**Key Outputs & Accountabilities**
- Excellent analytical and troubleshooting skills
- Able to prioritise work rapidly and effectively
- Able to work independently
- Able to work with ADO platform
- Actively mentors and challenges other team members
- Subject matter expert in at least two CSG major solutions (SingleView and TSM)
- Plays an important role in process automation/CSI/approval
- Knows when to guide leadership team
**Desired Skills & Experience**:

- Revenue management and business process framework
- Driven, a go getter with a can-do attitude
- Able to quickly grasp new ideas and concepts
- Able to drive issues to resolution with mínimal to no supervision
- Able to work under pressure
- Principles of wholesale and retail billing
- Solid knowledge of Telecommunication environments and customer services procedures
- Works well within a team environment
- Leadership skills to influence and gain cooperation of others
- Able to communicate effectively to convey and clarify information
- Excellent written and verbal communication skills in English
- Able to communicate in English (Fluent) and one additional language is preferred
- Basic understanding of client requirements and product implementation
- Experience in Incident Management
- Experience in Telecommunication industry is preferred
- Good knowledge of Microsoft Office
- Solid understanding of complex software system architecture and operation
- 7-10 years of work experience in software industry or related fields
- Bachelor’s Degree or Diploma in Information Technology; Computer Science, Engineering
- ITIL accreditation will be an advantage
- Customer facing skill to perform on-site support for customer who have purchased the services
- Subject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc
- AWS and knowledge of cloud technologies will be an advantage
- Understand principles of BI and data warehousing
- TMF ETom/TAMcertifications
- ITIL4 Foundation certification
- Scrum/Agile certification
- DevOps Full certification
**Technical Requirements**
- Unix [Proficiency Level: 4]
- Create & modify shell scripts
- Monitor performance using standard utilities
- View, analyze and understand system logs
- Intermediate Unix system administration skills
- C/C++ [Proficiency Level: 3]
- Java [Proficiency Level: 2]
- Apache [Proficiency Level: 2]
- Linux [Proficiency Level: 4]
- Oracle databases & PL/SQL [Proficiency Level: 3]
- Perl [Proficiency Level: 3]
- SOAP [Proficiency Level: