Job Details
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
Role: Solution CRM Consultant
Experience: 10+ years
Location: Bangalore
About the Job
The Solution CRM Specialist is part of the Juniper Experience & Operations (JXO) organization. We are dedicated to driving the evolution of digital transformation through innovative, technology-driven solutions for our support ecosystem. The ideal candidate for this position will exhibit both technical expertise and organizational capabilities to thrive in a dynamic environment.
This team aims to empower the organization with the tools and processes needed to create personalized, efficient, and scalable customer interactions. The work will help shift from a reactive to a proactive function, enhancing value at every customer touchpoint.
About Team: We play a crucial role in the JXO organization by integrating various technologies and developing solutions that are scalable, efficient, and innovative. These solutions are designed to meet the business needs of the organization while focusing on agility and efficiency. The goal is to automate processes, increase self-service options, and deflect cases to enhance the customer experience. If you are creative and have a passion for innovation and transformation, this job is the one for you.
Core Responsibilities
- Solution Design: Design solutions that leverage cutting-edge technologies like AI, machine learning, automation, and data analytics to optimize customer interactions and streamline workflows.
- Requirements Analysis and Strategic Planning: Collaborate with business stakeholders to understand current support challenges, identify transformation needs, and design solutions that align with broader business objectives.
- Comprehensive Documentation: Author/co-author business requirement documents, user stories, design documents, functional specifications, and test plans. Ensure that documentation is clear, accessible, and up to date to support seamless implementation, ongoing maintenance, and user adoption.
- Technical Implementation: Partner with IT, PMO and business owner teams to ensure that the solutions are seamlessly integrated into the existing digital infrastructure and are scalable to meet future demands.
- Data-Driven Insights: Utilize advanced analytics to gather insights on customer behavior, engagement trends, and operational performance, guiding data-backed decision-making.
- User Training and Support: Create training programs and documentation to ensure that end-users can leverage the new CRM tools effectively, boosting adoption and proficiency across the organization.
- Continuous Improvement and Innovation: Regularly assess the CRM and support tool landscape for emerging technologies and trends, adapting the strategy to stay at the forefront of digital transformation.
Qualifications
- B.S. in computer science, engineering, cloud technology, or equivalent. Equivalent work experience will be considered.
- In-depth knowledge of CRM systems, digital transformation principles, and emerging CRM technologies.
- Strong analytical and strategic thinking to translate business requirements into actionable solutions.
- Excellent project management skills, with the ability to manage cross-functional collaboration.
- Technical expertise in CRM platforms (e.g., Salesforce, HubSpot, Zendesk, etc..) and familiarity with integration tools and APIs.
- Salesforce certification preferred.
- Experience with common software development methodologies such as Agile, Waterfall, etc.
- Able to think creatively and work aggressively outside the usual constraints.
- Proven communication and problem-solving skills.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, colour, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
ABOUT JUNIPER NETWORKS
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPER
At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.
● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
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Juniper Networks is leading the revolution in networking, making it one of the most exciting technology companies in Silicon Valley today. Since... Read more