Cpaas Technical Delivery Manager

**Overall Purpose
As a CPaaS Technical Delivery Manager at Bridge Alliance, you will provide technical support to our Bridge Member Operators on-boarded on our CPaaS platform and their enterprise customer base, who are integrating our real-time communication APIs and SDKs. You will work closely with our Bridge Member Operators by leading and giving them hands-on help throughout the pre-contract, implementation, launch and roll-out phases of any on-boarding or delivery of new feature.

**Key Responsibilities
a) Assist in the technical pre-sales of CPaaS services with our Bridge Mobile Operators and their Enterprise customers
- Engage with customers to understand business objectives and network / product requirements.
- Work closely with other team engineers such as CPaaS Solution Architect to design services that are reliable, scalable, manageable and supportable
- Perform demos, technical presentations, and proof-of-concepts to demonstrate our platform value to clients
- Consult and coordinate on the deployment and implementation plan with all actors (Telco operator, their customers, platform and solution vendors,) involved in CPaaS implementation

b) Drive and manage the technical onboarding process of our Bridge Mobile Operators and their Enterprise customers on our CPaaS Platform, and deployment of CPaaS Product(s) such as Contact Centre, APIs, mIVR, etc.. The onboarding process covers technical integrations of operators’ network and IT processes with our cloud or on-premises platform.
- Coordinate and plan the activities of cross-organizational project team that may include platform partner, third-party solutions vendors, personnel from Bridge Member Operators (Network Department, Billing and IT Department and etc), End-Users and Bridge staffs as necessary.
- Create and maintain delivery project plan across all parties, and able to report status of the project to all stakeholders
- Manage the integration and testing of CPaaS products and third-party solutions to expand the ecosystem of platform product offerings including putting in place with Bridge Member Operators and enabling the support structure to their customers
- Assist and support technically Bridge Mobile Operators on processes for on-boarding and support of Enterprise customers by providing expert input.

c) Act as the post-sales POC (Point of Contact) for Bridge Mobile Operators and their larger enterprise accounts.
- Arrange or organize training and functional assistance to customers to give them a positive customer onboarding experience
- Own and work with our platform partner, solution vendors or member operators to address and resolve issues with greater complexity.
- Follow up and maintain strong relationships with Mobile Operators to make sure issues have been resolved to a high level of satisfaction and that customers are successful in their implementation.
- Document customer issues, troubleshooting status updates, and resolution summaries.
- Regular review of service SLAs and SLOs and effectively handle events such as incidents and post-mortem

**Desired Profile**
- 10 years of working experience in the telecommunication/IT industry holding similar position or technical implementation and support related position with leadership and project management
experience, preferably from IT Development background.
- Bachelor's Degree in Computer Science, or equivalent, MSc/MA is a plus;
- Project management certification such as PMP, Agile, ITIL, with project management working experience in a Telco environment;
- Proven track record of significant experience in managing large or complex projects in a Telco environment, working and managing diverse teams
- Good command of both written and spoken English, and strong documentation skills with good logical thinking and attention to details;
- Ability to confidently interact, communicate and collaborate effectively with Mobile Operators, vendor and other stakeholders across key business functions
- Previously worked in a CPaaS or SaaS/PaaS/IaaS environment would be a strong advantage
- Problem solving, analytical skill and decision-making skills and with high integrity and trust

**Technical background**
- Familiarity with RESTful APIs
- Knowledge of Cloud / Hybrid Cloud architecture
- Experience with AWS / Microsoft Azure / AliCloud services
- Understanding of messaging and social media technologies: SMS, Whatsapp, Wechat etc
- Knowledge on telecom protocols (VoIP/SIP, SS7, SMSC/SMPP)
- Knowledge on telco provisioning and billing processes
- Experience with Ticketing system like JIRA