AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact, AirePBX - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.
AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal," "Best in Show," and "Top Channel Program."
AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates.
Job DescriptionAireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We are seeking a talented, entrepreneurial Customer Portal Architect to join our team and lead the portal evolution of our new AI-based ITSM customer portal, AIreCONTROL, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry-leading customer-facing platform.
We are looking for an innovative, customer-centric Architect to establish, prioritize and lead the implementation of key functionality within our ITSM customer portal to elevate our customer's experience. The Architect will play a critical role in ensuring an exceptional user experience for our customers, providing them with seamless access to information, resources, and support. The Architect will oversee the selection of release cycles for features and enhancements of the portal. This role requires a critical blend of technical expertise, project management skills, and a deep understanding of how to select and execute critical UX functionality for outstanding customer experience.
The Architect will lead the creation of engaging, user-friendly interfaces, features, and functionality for AireSpring's innovative portal, AIreCONTROL. In this role, you will collaborate with cross-functional teams including product managers, operational leaders, customer focus groups, partner focus groups, developers, and UX designers to understand user needs and translate them into intuitive and feature-rich functionality.
Overall Responsibilities: The Architect responsibilities include roadmap, CX embedded strategy for online experience, planning and monitoring product releases and ensuring deliverables are met with the highest quality.The Architect will be both visionary and hands-on, interacting with developers, executive sponsors, marketing specialists, sales, customers and partners.This tight collaboration will include hosting frequent meetings and making sure communication is clear across functions.As Architect, you will be accountable for maximizing the customer satisfaction with AIreCONTROL.Design intuitive user interfaces, critical and informative operational data and customer experience enhancing applications for AIreCONTROL. Lead the development and implementation of new features, enhancements, and functionality for AIreCONTROL.Collaborate with cross-functional teams, including IT, product management, engineering, and customer support to gather requirements and prioritize development efforts.Conduct user research, surveys, and feedback analysis to understand customer and partner needs and preferences.Implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness.Ensure the portal's reliability, security, and performance through regular monitoring, testing, and maintenance activities.Content Management Responsibilities: Oversee the creation, organization, and maintenance of content within AIreCONTROL, ensuring accuracy, relevance, and completeness.Develop content strategies to address customer needs throughout their journey.Stakeholder Engagement Responsibilities: Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative.Foster strong relationships with customers to solicit feedback, gather requirements, and ensure their needs are represented in portal development efforts.Analytics and Reporting Responsibilities: Establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal.Monitor portal analytics, user behavior, and trends to identify areas for improvement.QualificationsRequirements, skills and attributes: Customer-focused mindset with a passion for delivering exceptional user experiences.Proven experience designing user interfaces for web-based applications.Strong understanding of user-centered design principles and methodologies.Desired bachelor's degree in computer science, information systems, business administration, or a related field.Experience with measuring portal customer satisfaction.Excellent communication and collaboration skills.Additional InformationAdditionally, should possess high levels of the below skills to perform:
• Written and verbal communication skills
• Capacity to manage high stress situations
• Ability to multi-task and manage various project elements simultaneously
• Leadership skills
• Attention to detail
• Conflict resolution skills
All your information will be kept confidential according to EEO guidelines.
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