GE Appliances, a Haier company Senior IT Project Manager - Applications Architect Call Center in Louisville, Kentucky
USA, Louisville, KY
Job Posting Title
Senior IT Project Manager - Applications Architect Call Center
The successful candidate will be a technical project leader leading digital first consumer interaction strategy for GE Appliances’ call center team.
What you will Do
The successful candidate will be a technical project leader leading digital first consumer interaction strategy for GE Appliances’ call center team. The candidate will have a broad knowledge of the Consumer Operations business processes and the underlying IT solutions supporting them. will bring their technical expertise to bear to design and develop innovative solutions to functional problems. They will partner alongside the IT and business project teams to accomplish goals. They will have a strong voice in the identification and adoption of new team standards and design patterns. The individual will have hands-on development in Amazon Connect, Artificial Intelligence and IVR technologies; addressing critical business needs as they arise. They will also be responsible for identifying opportunities for improvement and planning/delivering new/innovative/creative forward-thinking solutions which drive productivity and enhance the ownership experience.
What you need to Succeed
Strongly partner and align with Consumer Operations IT support team to prioritize, develop and release solutions
Use strong project management skills to deliver features which allow productivity, automation, digitization and implement new technology, assist with the adoption of new ideas, and enhance the consumer experience.
Engage, prioritize, and partner with multiple shared services IT teams to address, diagnose and resolve issues
Contribute to strategic direction, evolution, design, documentation, implementation, validation and support of critical applications/frameworks. For example, Amazon Connect/AWS landscape as well as new digital solutions for consumer and B2B interactions with Advanced Services, Inc. (ASI)/GEA.
Drive Amazon Connect/AWS architecture as on-going strategic platform while maintaining stability, reliability, performance, flexibility, and capacity in the current state.
Coordinate and collaborate with GEA IT to develop and improve digital contact solutions, such as Client/Partner websites (e.g. Home Delivery Management System), Visual IVR, and machine learning applications.
Drive compliance with industry best practices for system implementation and technical architecture standards, maximum code reuse, testability, application integration, performance, reliability, manageability and security.
Work with senior architects and ASI leadership to ensure enhancements support strategic vision.
Hands-on understanding, technical depth, and ability to get into the weeds of the code within multiple applications.
Actively drive idea generation and contribute to forward thinking ideas through the entire agile lifecycle: brainstorming, development, delivery, maintenance and decommissioning.
Produce detailed functional and technical application specific documents.
Design and develop re-usable components and operational strategies in the cloud to support scalability, high availability, performance, monitoring, backup, restore, etc.
Deliver solutions quickly from concept to production with the confidence to write source code yourself and/or indirectly manage offshore experts to take your vision to fruition
Assist with incident response, troubleshooting, root cause analysis, and problem resolution and identify opportunities to be proactive vs. reactive and prevent recurring incidents
Support desired system availability and uptime, capacity planning, maintenance scheduling, and disaster recovery.
Perform software upgrades and installations as required in support of cloud strategy and business priorities.
Look across the Consumer Operations landscape and make technology connections which better not only the ASI area, but all of Consumer Operations
Leverage your influencing skills to drive forward/create movement as far as new technology, automation, digitization and challenge the status quo
Be a technology visionary and identify opportunities to delight the consumer, reduce agent work, opportunities to empower the Owner, and help make “Owner is Boss” a reality
Identify critical chain, coach, mentor, empower teammates while holding them accountable to meeting Say-Do and delivering on-time and within budget
Bachelor's Degree in Computer Science/Engineering or related field or 3+ years of information technology experience, in lieu of a degree.
5 years of project management experience
Working knowledge of Amazon Web Services technologies.
Experience in Unix/Linux, Apache, Tomcat, Java.
Experience using standard tools and techniques (ssh, bash, unix scripting, sed/awk, perl, etc).
Experience in Agile Software Development, application frameworks and application testing technologies.
Self-starter with an ability to solve problems with little or no direction.
Process-oriented and committed to superior quality and customer service.
Change agent with the ability to interact and influence business clients at all levels.
Strong strategic thinker who can translate strategies into solutions with concrete actions and tactical plans.
Proven track record negotiating with and holding vendors accountable
Familiarity with software and Infrastructure Change Management, Release Management, and Source Code Configuration Control including knowledge of CI/CD tools and processes.
Working knowledge of Microsoft Azure Technologies and network infrastructure.
Knowledge of Microsoft Office 365
Able to convey technical issues and material to a non-technical audience.
Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast-paced environment.
Excellent knowledge of cloud computing technologies and current computing trends.
Amazon Web Services associate certification.
Working knowledge of automation tools like Voyager, Jenkins, Puppet, Ansible, and Chef.
Working knowledge of NoSQL DBMS and SQL DBMS.
Experience training and maintaining Machine Learning (ML) models using various ML frameworks.
Experience with Amazon Web Services EC2, S3, Route 53 and Cloud Formation.
Working knowledge of Structured and Object-Oriented Software Development.
Familiarity of Python.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.