What are the responsibilities and job description for the CAIP Implementation & Support Specialist - ST position at SwitchThink Solutions?
The CAIP Implementation and Support Specialist is responsible for successfully setting up SwitchThink credit union clients on its Conversational AI Platforms (CAIPs), guiding them through the configuration of conversational flows and facilitating any necessary integrations for authentication and escalation to meet project timelines.
They provide day-to-day support for clients, making any access management or configuration changes needed, collaborating with technical teams for troubleshooting and issue resolution, and providing clients with regular platform KPI reporting. They will work hand in hand with clients to set and meet expectations for CAIP performance, ensuring client satisfaction.
They also work with teammates, internal business partners and system vendor(s) to implement, test, maintain, and regularly validate accurate and compliant operation of the CAIPs and associated integrations.
Finally, position will collaborate with sales to demonstrate the capabilities of SwitchThink’s CAIP to credit union clients, framing expectations regarding usability and configuration options.
What you will do here:
Client Implementations
Establishes, documents & continuously optimizes robust processes and tools that facilitate efficient and repeatable software delivery and user training, meeting and exceeding client expectations. Collaborates with cross-functional teams to align implementation goals with overall business objectives. Following those processes/objectives, sets up SwitchThink credit union clients on its Conversational AI Platforms (CAIPs): guiding them through the configuration of conversational flows; facilitating any necessary integrations for authentication and escalation; directing quality assurance and user acceptance testing; and training client personnel. Acts as project manager for each client implementation, overseeing project timelines, milestones, and deliverables to ensure timely and successful deployment, and proactively identifying and addressing potential roadblocks to keep projects on track. In doing the above, establishes strong relationships with client stakeholders to foster collaboration and satisfaction throughout the implementation process.
Client Support
Provides day-to-day support for clients, making any access management or configuration changes needed, collaborating with technical teams for troubleshooting and issue resolution, and providing client with regular platform KPI reporting. Also gathers business requirements through collaborative interactions with clients to understand the challenges they are trying to solve for, identifying and clarifying any gaps as input for design of new uses cases.
Sales Support
Works closely with sales to understand credit union client needs and demonstrates the capabilities of SwitchThink’s CAIP to them, framing expectations regarding usability and configuration options.
Technical Support
Works with teammates, internal business partners and system vendor(s) to implement, test, maintain, and regularly validate accurate and compliant operation of the CAIPs and associated integrations. Assists with creation & review of use case design and writing of test cases and protocols.
What you will need:
Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; or equivalent combination of education and experience required.
5 years financial services product implementation support for multi-tenant environments required.
2 years successfully leading project teams required.
2 years’ experience with IVR or CAIP technologies preferred.
2 years with large scale contact center telephony preferred.
1 years financial services product sales preferred.
Strong project coordination skills with a focus on delivering results within established timelines required.
Problem-solving mindset with the ability to adapt to evolving requirements required.
Self-starter required.
A team player who thrives on cross-functional collaboration passionate about uncovering gaps and working together to improve systems and processes required.
Proven experience in B2B software implementation, particularly in multi-tenant environments required.
Demonstrated expertise gathering business requirements and engaging with stakeholders required.
Strong analytical skills required.
Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs required.
Competency with Remedy force and Confluence preferred.
Bilingual, Spanish Speaking preferred.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
