Lead Cloud Applications Consultant

4 months ago

Waterloo, Canada opentext Full time

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:
LCAC is a technical expert, ensuring customers have confidence that OpenText understands its products; how our customers are using them and how they are optimized in the OpenText Cloud. LCAC works closely with Cloud Service Manager, local and offshore delivery resources, product support and customer technical teams to ensure customer expectations and service level objectives are met.

What you will be doing:

- Product expert in Opentext or related content management, customer communication management, customer experience management, business process management, information capture, information archiving technologies.
- Technology expert in underlying technologies.
- Recommend stability, performance, and service delivery process improvements.
- Develop solutions to monitor issues in customer environments. Conduct technical audits and in-depth environment health check reviews.
- Act as lead for all technical aspects of Managed Services delivery for one or more customer engagements in parallel. Responsible for incident resolution, service request fulfillment, problem management, change implementation and project work. Collect, document, analyze and summarize business requirements working with business stakeholders. Validate requirements, prototyping and functionality design, and assist with creation and quality of proposals.
- Address current and evolving customer requirements related to installing, configuring, developing, customizing, upgrading, integrating and migrating various versions of Opentext products.
- Act as a point of contact for technical escalations, present technical status updates, analysis and recommendations to customer and internal management.

You are great at:

- OpenText proven professional certification highly desired
- Experience working with remote and vendor product support teams.
- Experience as technical contributor in a complex software development project.
- Proficient at extracting requirements from business users, understanding and presenting technical and business impacts.
- Communicate effectively and persuasively to varied audiences: technical, non-technical, senior management, in variety of settings
- Flexibility/changing priorities as a soft skill
- Willingness to learn new tools, skills, products, and processes
- Experience in popular programming and web development languages
- Experience with internet communication, encryption, transfer technologies
- Team contributor

KEY BEHAVIORS:

- Customer success attitude with strong communication and soft skills
- Solid work ethic with a willingness to work overtime
- Works independently, willing to research solutions, with appropriate supervision.
- Adapts language, tone, style, and format to match the audience.
- Viewed as someone who is accepted and trusted by clients.
- Strong customer focus with a passion for delighting customers with exceptional customer service.
- Represent OpenText in professional manner to customers, partners and OpenText personnel, at all times.
- Read situations effectively: when to be assertive, when to hold back, when to escalate.
- Uses facts constructively to persuade and can defend Opentext position with empathy.
- Ability to work as a partner with cross functional and product support teams.
- Process and compliance oriented
- Provides complete and accurate documentation of activities and processes as required

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