Manager, Support Engineer (Onward/ Managed Services)

Why NeuraFlash, Part of Accenture:

At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions-integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more-to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we've earned the distinction of being Salesforce's #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you'll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you're ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you.

AS A MANAGER, SUPPORT ENGINEER (MANAGED SERVICES), YOU WILL HAVE THE OPPORTUNITY TO:

• Oversee all support cases for technical and troubleshooting accuracy
• Take ownership of support tickets and troubleshoot when needed
• Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues
• Provide timely and accurate status updates on cases, projects, and tasks as needed
• Clearly communicate any issues or concerns and raise it to relevant stakeholders
• Anticipate and proactively address potential issues before they become problems for clients
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical documentation for internal and external use
• Seek out opportunities to improve the customer experience and increase customer satisfaction
• Participate in severity one and on-call rotation for after-hours support as needed
• Manage the on-call rotation for the entire team
• Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform
• Take thorough and accurate notes during meetings and follow up on any action items assigned
• Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends

QUALIFICATIONS:

• Previous experience with managing a team of 3-5
• Minimum 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant.
• Salesforce Administrator 201 is required
• Excellent understanding of Salesforce.com best practices and functionality.
• Ability to debug custom flows, validation rules, data issues, and complex Salesforce builds
• Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other Salesforce features
• Act as a subject matter expert and provide technical guidance to team members and clients
• Stay up to date on new Salesforce features and assess their impact on clients' environments
• Meet any additional certification requirements as needed for the role or as required by NeuraFlash
• Stay up to date on certification requirements and renew certifications as needed
• A demonstrated ability to understand and articulate complex requirements with customers, team members, and senior leadership
• Excellent communication, presentation, and writing skills.
• Ability to work under pressure and meet project deadlines.
• Ability to quickly context change and provide assistance for Severity 1 and Severity 2 tickets
• Comfortability with leading the team though debugging complex high severity issues
• AWS experience, specifically Amazon Connect and/or Cloud Watch is a plus
• Familiarity with Waterfall & Agile project management methodologies is a plus
• Comfortable providing guidance and feedback to your direct reports

Preferred Shift:

• 11AM - 8PM Eastern
• 10AM - 7PM Colombia
• 10AM - 7PM Central
• 9AM - 6PM Mountain
• 8AM - 5PM Pacific

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture Equal Opportunity Statement

Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

What's it like to be a part of NeuraFlash, Part of Accenture?

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we're focused on keeping everyone connected and unified as one team.
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn't possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here! If you work with a team of smart people like we do, it's a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
• Celebrate Often: We take our work seriously, but we don't take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don't forget to slow down and celebrate the big things and the small things together.