cnective Inc is a Platform as a Service Provider based in Greater Boston, Massachusetts. We specialize in OmniChannel Customer Engagement for Higher Education, Banking, and Finance.
As a startup launched in February 2019, we are on the cusp of launching our platform, Evolve™OmniChannel Customer Engagement, and are seeking to expand our team to include a DevOps Leader.
The leader hired will be responsible for implementing our front & back office systems and processes, with an emphasis on DevOps, Process Automation, and leverging Dynamics 365 and the larger Power Platform. If you would like to have a pivotal role in designing and implementing strategic processes that increase our organization’s success, then we want to hear from you.
The right DevOps Leader will bring a mix of hands-on development skills, lean thinking, and big picture consideration and focus on business outcomes to the position. We’re looking for a leader, who is willing and motivaed to take on the oppportunity and the challnge a startup offers.
The right candidate will have strong development and operational execution skills, and the managemnt acumen necessary to manage FTEs, contractors, and freelancers, taking our operational systems and processes to a new level as we continue to grow.
The ideal candidate will promote the benefits of DevOps by identifying and quantifying the business benefits that it can create and will serve as a change agent within the company.
Responsibilities and Objectives
Reports to the CEO
Consultation with the CEO, COO, and CTO to lead cnective’s planning, design, execution, and management of core Operational process and tools. This includes CRM, ERP, Financial systems, HR Platform, and Field/Support Operations tooling – all elements outside of the Product Development process, though coordination with cnective’s COO/CTO to create an integrated, cross functional solution is essential.
cnective’s End Client value proposition relies heavily on technologies embedded within process and organizational structure, a component that cannot be separated or removed. You will be responsible for fostering a metrics-management driven culture which models cnective’s Value Proposition, automating to the greatest extent possible and reducing data/process/tooling silos completely.
Design, develop, and implement software integrations based on user feedback.
Identify changes that are necessary to maintain optimal system performance while liaising with management to successfully target and deploy internal solutions.
Meet budget standards by forecasting and managing expenses.
Develop and maintain design and troubleshooting documentation.
Skills and Qualifications
5+ years of related DevOps experience
Considerable Microsoft expertise, specifically in Dynamics 365 and the underlying "Power Platform" which underpins it - PowerApps, Power BI & Flow.
Experience leveraging iPaaS technology to streamline and automate processes
Agile development experience
Sense of ownership and pride in your performance and its impact on company’s success
Critical thinker and problem-solving skills
Good time-management skills
Interpersonal and communication skills
Experience leading teams
Familiarity with Lean Business concepts
Internal Number: 005
About cnective Inc
cnective Inc is a Platform as a Service Provider based in Greater Boston, Massachusetts.
Evolve™ is an OmniChannel Customer Engagement Platform for Higher Education, Banking, and Finance organizations.
Evolve ™ OmniChannel Customer Engagement Platform
· OmniChannel Customer Experience:
Seamless, interconnected experiences delivered through traditional and newer, digital communications channels. Whether inbound or outbound, manned by a live person, a “Bot” providing natural language interaction with a customer, or some hybrid of the two, Evolve ™ allows for a single platform to define all business logic surrounding orchestrated communication flows, regardless of the communications channel.
Just as important, when all orchestrated customer interactions are routed through one business routing logic, versus one method for voice, another for chat, and no methodology at all for SMS, Facebook Messenger, email, and/or other digital communication channels in a business context, automated capture of customer interaction metadata within a defined data structure, to a central data warehouse or “single source of truth,” becomes possible. This outcome begins the process of makin...g integrated BI truly possible.
· Integrated Business Intelligence:
Applications and data sources continue to multiply. Student Information Systems, Learning Management Systems, Multiple CRM Platforms, multi-purpose Databases, application-specific databases, and staff personnel data sources - one for HR, one for IT, typically - are only a sample of the data sources found in most organizations.
The average Higher Education institution has 25 siloed data sources. The average smaller enterprise (500-1000 employees) has about 15 data sources, sometimes more. For both, traditional data integration models have failed to provide meaningful, actionable insight to various End User job roles, sometimes called “Personas.”
Whether you are an Admissions Counselor or a CIO, it’s unlikely you are provided dashboards or reports, or any technology-generated insight, which has been tailored to the responsibilities and metrics by which you your job performance is measured.
Evolve ™ Integrated Business Intelligence provides:
Automation or partial automation of disparate data sources’ integration
Insight into into cost savings opportunities
Objective measurement of customer experience quality
Suggested sources of revenue growth and/or net new revenue streams
· Customer Interaction Analytics:
Text analysis, speech analytics, predictive routing, computer vision, sentiment analysis, video insights, and desktop analytics, also enriched through the development of Machine Learning, provide insight across all forms of customer interaction. In 2019 this has become possible, whereas in 2015 that was not the case.
Prior to the recent advances in Customer Interaction Analytics, manual, subjective measurements of voice customer interactions were often the only measure of customer service quality, outside of escalated customer satisfaction issues.
cnective's job is as much to share our understanding of this space is it is to help shape a course of action.
Whereas OmniChannel Customer Experience better captures customer interaction data in an automated, structured manner, next generation Customer Interaction Analytics provides objectively measured, contextualized metadata for downstream processing by Integrated Business Intelligence tools.
Some organizations see this as a “nice to have” advanced technology. That is precisely why what Gartner points to the emergence of a “Digital Divide”; the divide between organizations embracing new and dramatically improved Customer Engagement software, and those which have not.
· Intelligent Process Automation and Optimization
Untapped opportunities for Process Optimization exist in most organizations:
1) Process Automation of repetitive, rules-based tasks
2) Programmatic integration between multiple software applications, in alignment to the human element of a given workflow
3) Communications infrastructure enabled to dynamically shape the flow of information, in context with the unique needs of real time communications traffic flows
4) Technology user interfaces designed for the business processes they serve, as opposed to business processes warped to reflect arbitrary User Interfaces
5) Advanced functionality which includes some of the most impactful and functional products coming to market in Digital Transformation - Computer Vision Technology - may recognize, identify, caption, index, and moderate your pictures, videos, text and digital ink content, creating tremendous efficiencies in search, in integrating new staff, or new applications, into an existing environment, and most importantly, creating monetization opportunities which did not exist prior.
AI Powered Personalization apps learn and change the User Interface/Experience based on a process of learning and adapting to the preferences of the end user, transforming UI without a traditional software upgrade. Once again - not long ago, this would be considered absurd, science fiction, outside the realm of possibility.
When applied to Higher Education, Online/Blended Learning may be enriched and simplified simultaneously. Consider the power of a professor or instructor starting a blended learning class by simply speaking the words “Start Class” to a Google Assistant-enabled device.
Campus Safety Advancement, Student Retention, Student Services, Services for the disabled, and other examples of impactful implementation of Evolve ™ allow institutions to take a proactive stance at a time when ensuring student success, and graduation of matriculated students within their degree program, has taken on increased importance.
Through the process of business savvy Product Development, Consulting, Implementation Services, and Customer Success Services, cnective’s customer engagement model calls for clearly defined business outcomes to be identified within each project, and the framework in which they may be measured. cnective provides a defensible ROI to its customers, rather than leaving them in the lurch to create this sometimes challenging document.