At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
The Global Customer Services (GCS) team is a six-time, TSIA Rated Outstanding Global and JD Power Certified Assisted Technical Support Global organization.
We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
The Contact Center Solutions Architect provides support of contact center solutions for Palo Alto Networks Customer Support Delivery Organization. This position must be able to assess customer needs and tailor customized solutions to fit the objectives of the customer. The Contact Center Solutions Architect must be well versed in contact center offerings such as CRM, contact management, interactive voice response and other self-services capabilities in order to fully meet customer expectations. In conjunction with contact center products, this position must be able to identify ways to improve call routing efficiency and must demonstrate strong capabilities in design, implementation, and training of omnichannel solutions.
Additional Specific Duties and Responsibilities
Analyzes and provides direction for New Product Introduction for go-to-market strategy on Customer Experience solutions- duties may include evaluation of emerging technologies and portfolio fit within Palo Alto Networks general business strategy
Analyzes and provides direction for Development Partners- duties may include evaluation of current and potential partners of, building relationships within key partners, working with key partners on go-to-market strategy, working with potential partners and aligning them for on-boarding into Palo Alto Networks, working with potential partners on go-to-market strategy
Participates in key initiatives within global regions- duties may include supporting initiatives to improve process, documentation, employee engagement, and support models
10 years of technical or operational experience
Well-versed on the current manufacturers and technologies in the Contact Center space, experience with Genesys Cloud preferred
5 years of experience with application design and development
2 years of experience with cloud-based technologies
2 years of experience with providing solutions based on event driven architecture, services orchestration, RESTful and SOAP Web services
Previous experience working in CRM (Salesforce preferred), voice, video, data and/or contact center industry is required
Excellent relationship and collaboration skills
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.