IT Service Management (ITSM) Architect

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 Description

AireSpring 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, 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 keep a keen eye on competitors, thoroughly analyze the market, and generate ideas to further enhance the effectiveness of the portal.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.The role will extend to accepting or rejecting ideas, overseeing technical implementation, and managing documentation and maintenance.As Architect, you will be accountable for maximizing customer satisfaction with AIreCONTROL.The successful candidate will demonstrate the ability to understand the customers’ specific needs to define the portal goals and create innovative and effective solutions.This role demands a combination of strategic thinking, practical communication skills, and a deep understanding of both business objectives and end-user needs to guide the team towards successfully creating a high-quality and market-aligned product.Qualifications

Requirements, skills, and attributes:Customer-focused mindset with a passion for delivering exceptional user experiences, a strong eye for design, and driving customer success.Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions.Proven experience designing user interfaces for web-based applications, preferably in a customer portal or B2B environment within the Telecom and Managed Services industry.Strong understanding of user-centered design principles and methodologies.Desired bachelor’s degree in computer science, information systems, business administration, or a related field,

or

equivalent experience in a similar role, managing customer-facing portals, websites, or digital platforms.Experience with measuring portal customer satisfaction and rapid response and adoption of feedback.Excellent communication and collaboration skills.Ability to manage multiple projects and meet deadlines in a fast-paced environment.Excellent project management skills with the ability to prioritize tasks, manage deadlines, and drive initiatives to completion.Experience with user experience (UX) design principles, usability testing, and web analytics.Exceptional communication skills, with the ability to articulate technical concepts to non-technical stakeholders and collaborate effectively across teams.Additional Information

All your information will be kept confidential according to EEO guidelines.

#J-18808-Ljbffr