Sr. Support Solution Architect
Westford, MA

Job Description

Title: Sr. Support Automation Solution Architect

Location: US Based (Home Worker or based in a US Juniper Office)

About the CS Digital Experience and Automation Team

The Juniper Digital Experience and Automation (DEA) team is part of the Juniper Customer Success and Support (CSS) organization. Our mission is to delight external and internal customers by delivering efficient, innovative solutions that are proactive, easy to use and self-service focused.

DEA is at the heart of the CSS digital transformation strategy. We design, solution and integrate the innovative technologies that enables the CSS business with a focus on business agility and efficiency. Through partnerships with business subject matter experts we identify need, ideate, determine idea value (ROI) and ultimately realize new capabilities. Automation, Machine Learning and Big Data Analytics are critical components of that innovation work.

About the Position

Juniper's CSS Team is delivering innovative solutions allowing our customers to better manage and monitor our platforms, while enabling Juniper's support organization to provide rapid resolutions. The successful candidate for this position will demonstrate the technical and organizational ability to work in a fast-paced environment that demands products with high value, ease of use, and reliability.

Responsibilities

* Manage end-to-end portfolio delivery in terms of schedule, cost, scope and quality.
* Evaluate, select and partner with application providers (vendors)
* Work with the development team, IT, business partners, product line management, customers, partners, vendors and others in a collaborative manner to design, architect, and integrate solutions.
* Work with the Project Management Office to drive cross functional projects.
* Contribute to large scale distributed automation solutions for operational environments in which agility is critical to meet rapidly changing requirements
* Contribute/Author documentation, including whitepapers, requirements, implementation guides, functional specifications, test plans, training material, etc.
* Lead Change Management efforts to introduce new technologies and capabilities seamlessly
* Create compelling business cases using standard measurements and communicate on proposed project benefits.
* Translate business requirements into actionable statements for developers and result in sustainable & scalable solutions.
* Manage business request intake and drive prioritization with your business partners.
* Define, manage, and report key performance indicators (KPIs).
* Work with the Project Management Office to drive cross functional projects.
* Work as a single team with other solution architects on cross functional projects.
* 5-10% travel is required

Qualifications

* B.S. in computer science, engineering, cloud technology, or equivalent. Equivalent work experience will be considered. MBA is a distinct advantage.
* 10+ year's leadership experience in managing a global digital portfolio.
* Systems familiarity including but not limited: modern customer experience centers (such as Salesforce Service Cloud, Service Now, Zendesk, etc.), big data (Snowflake, Hadoop, etc.), standard project tracking tools (MS Project, etc.)
* Experience with common software development methodologies such as Agile, Waterfall, etc.
* Familiarity with Lean or Six Sigma. Experience using either of these is an advantage
* Understanding of systems integration of operational workflows in complex environments
* Understanding of industry standard automation solutions
* Able to think outside the box and work aggressively outside the usual constraints.
* Proven communication and problem-solving skills.