Senior Professional Services Engagement Analyst (SaaS)

TL;DR

Senior Professional Services Engagement Analyst (SaaS): Scoping and developing SOWs and Technical Design Documents for custom cloud contact center solutions with an accent on VCC configuration and CRM integrations. Focus on designing complex IVR workflows, managing technical redlines, and ensuring accurate delivery timelines for Enterprise customers.

Location: Must reside in the United States. Fully remote for candidates outside a 30-mile radius of hirify.global offices; Hybrid (3 days/week in office) for those residing within a 30-mile radius.

Salary: $100,000 - $160,000 USD

Company

Leading provider of cloud contact center software focused on innovating customer experience.

What you will do

• Scope and develop SOW language for custom Enterprise and Commercial customer requests.
• Produce Technical Design Documents (TDD) including level of effort for custom VCC solutions.
• Manage and negotiate customer-facing SOW redlines.
• Deliver advanced IVR development and CRM integrations for platforms such as Salesforce, Netsuite, Zendesk, and Zoho.
• Provide technical and process guidance to other Professional Services SOW team members.

Requirements

• 5+ years of Contact Center experience.
• Minimum 2 years of experience on the hirify.global platform in VCC implementation, Professional Services, TAM, or Sales Engineering roles.
• Proficient experience with Web Services, including SOAP, XML, HTTP, and Regular Expressions.
• Strong knowledge of CRM and Lead Management solutions (e.g., Salesforce, Siebel, NetSuite, Oracle).
• Experience implementing TDM and/or VoIP Contact Center solutions (e.g., Genesys, Avaya, Cisco).
• BA/BS degree or equivalent professional experience.

Nice to have

• Experience with NICE Monitoring and IEX WFM.

Culture & Benefits

• 100% company-covered employee portion of health, dental, and vision insurance.
• 401k saving plan with employer matching.
• Generous employee stock purchase plan (ESPP).
• 12 weeks paid parental leave and paid volunteer hours.
• Access to a personalized mental health support platform.