As the technology firm that created the mobile world and a rich history of 145 years of building ground-breaking solutions and innovative technologies supported by 60,000+ patents, Ericsson has made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.
Ericsson Enterprise Wireless Solutions (BEWS) is the group responsible for leading Ericsson’s Enterprise Networking and Security business. Our growing product portfolio spans across wide area networks, local area networks and enterprise security. We are the #1 global market leader in Wireless-WAN based enterprise connectivity solutions and are growing fast in enterprise Private 5G networks and Secure Access Services Edge (SASE) solutions.
How Will You Contribute to the Company?
Ericsson Enterprise Wireless Solutions is expanding its Global Service & Support systems & tools capabilities. We seek an energetic and progressive professional who is proficient in Conversational/Generative AI system administration for highly technical omni-channel tools and analytics. The position is for the person who wants to focus their energy toward building and maintaining a high-quality, effective and efficient functional unassisted self-help solutions utilizing knowledge base AI and ML within the AWS Platform. This is an opportunity to utilize the latest technologies in the development of chatbots, voice bots, translation, and other self-help technology solutions. Each solution design will incorporate the creation of workflows and processes to integrate with the Salesforce, knowledge base, as well as skills-based routes interacting with the Amazon Connect telephony system as part of the Support Process & Capabilities Team. He or she must have experience designing and implementing solutions in diverse technological platforms.
What Will You Do?
System administration, design, code, integration, and maintenance of omni-channel technical solutions within the Global Service & Support organization, including, but not limited to; chatbots, voice bots, knowledge base solutions (such as Salesforce), cloud-based Amazon Connect contact center telephony, case management systems, and other tools as growth and technology advances dictate
Provide technical guidance and architectural recommendations for designing, building, testing, deploying, and maintaining highly available and scalable analytic solutions
Perform coding/programming tasks to specification and in accordance with development standards and in accordance with the approved architectural design
Research, design, build, test, deploy, and maintain chatbot and voice bot processes, knowledge base maintenance and curation, telephony integrations, and solutions to enhance the technical support organization
Create analytic environments from defined architectures
Participate in all phases of development, deployment, implementation, and maintenance activities
Integrate logic and understanding of support operations, specifically technical customer support; apply that understanding to develop highly functioning unassisted self-help solutions
Participate in code testing to ensure workability, completeness, and quality
Perform code promotion (when application) to ensure the synchronization of all environments
Participate in and contribute to peer design reviews and design sessions
Research, evaluate and identify new technologies for implementation to meet corporate goals
Conduct performance tuning, process improvement, and automation of analytic solutions
Provide ongoing implementation/production administration
Create and maintain technical specifications documentation
Qualifications
Minimum Qualifications:
Bachelor’s Degree or equivalent experience & education
Seven to ten (7-10) overall years of professional experience
Five to seven (5-7) years of design, development, deployment, & administration experience within technical omni-channel & telephony, chatbots, voice bots, unassisted self-help solutions, knowledge base creation, and curation
Five to seven (5-7) years of experience enhancing the customer experience through automation
Three to five (3-5) years of hands-on experience building and maintaining unassisted self-help solutions for a technical support organization
Experience and familiarity with multi-dimensional modeling; including the use of dimension & fact tables
Familiarity with data analytics and BI
Demonstrated experience in AWS, including S3 or similar technologies
Experience with cloud environments such as Amazon Web Services (AWS) and Microsoft Azure
Highly motivated, self-starter, and team player; high-energy level and willingness to take on responsibility
Experience using Agile software development methodologies and source code control
Experience creating intuitive UIs
Hands-on experience implementing API, Microservices & Webservices
Hand-on experience with scripting languages such as python code, JS, NodeJS
Hands-on experience with AWS Platform, including creating Lambdas, Langchain framework, and Bedrock
Experience with data visualization tools such as Tableau, and Power BI
Extensive experience with creating and maintaining technical documentation
Strong communication skills (verbal, written, and presentation); organizational and analytic skills required
Ability to work in a dynamic environment and negotiate effectively
Demonstrated ability to work effectively as part of a cross-functional team
Consultative and customer-oriented, creative problem solver with a collaborative nature
May be required to work outside normal business hours on an as-needed basis
Preferred Qualifications:
Extensive understanding of SaaS/NaaS
Experience with omni-channel solutions within a highly technical SaaS product with hardware endpoints
Experience working in a Technical Service & Support Organization
Experience with the acquisition of data via web services
Experience with Anthropic’s Claude Sonnet, Opus or Haiku language models
Why Ericsson Enterprise Wireless Solutions?
At Ericsson Enterprise Wireless Solutions, we are one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.
Our values drive everything we do:
- Respect: we don't point a finger; we lend a hand.
- Integrity: we do the right thing, even when it is hard; we make fact-based decisions.
- Perseverance: we accept and embrace change; we have a passion to win!
- Professionalism: we hold each other accountable.
We are creating the future of global connectivity and community. Come join us. You belong here.
Compensation & Benefits at Ericsson Enterprise Wireless Solutions
At Ericsson Enterprise Wireless Solutions, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.
The salary range for this position is listed below. The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.
$93,800.00 - $174,200.00
Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by our Senior Leadership team. Certain eligibility and pro-ration rules apply.
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Ericsson Enterprise Wireless Solutions invests in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your work-life balance is important to us. Ericsson Enterprise Wireless Solutions provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays). Please note that an employee’s FTO balance and floating holidays may be prorated in the first year, based on start date. We also offer paid maternity-leave benefits and six weeks 100% paid family leave for all employees.
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Ericsson Enterprise Wireless Solutions’ Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees’ differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We’re proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.
Please note: Ericsson Enterprise Wireless Solutions does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Ericsson Enterprise Wireless Solutions employees.
The deadline to apply to this role is listed below.
11 / 05 / 2024
Note: this date may be updated based on any extensions to the job posting.
