Available roles at ConnexAI
(select a role & scroll to view)
New Client Success Manager
THE ROLE
As a New Client Success Manager at ConnexAI, you will have to understand the customers’ needs and enhance their customer experience by improving their onboarding experience.
Project Management Ability
The New Client Success Manager has to serve time in dual sales and support teams. It is highly important to know how to balance the projects and assign the specific work to the correct individuals in the team.
Proactive Approach
A New Client Success needs to build a proactive approach. For instance, the managers need to pull out a feedback loop for the Support team if they see that the number of tickets adds up in geometric progression instead of a minimal amount. The aim is to provide the awareness for the business to identify a support related issue prior to this enhancing into a more pressing matter. The more they add to the delay, the easier it will become for the churn rates to bounce up
MAIN RESPONSIBILITIES
● Develop healthy customer relationships
● Enhances customer training and ability
● Evaluate and analyse customer needs
● Build trust and transparency with clients
● Onboard new clients
● Act as a customer advocate
● Encourage customers to upgrade their products
● Promote customer loyalty
Desired Profile
● You have a minimum of 3-4 years of experience in the customer-facing customer success field. (Having experience in a B2B SaaS company is a major plus.)
● Smart thinker, innovator, and decision-maker who can inspire customer loyalty.
● Great leadership skills
● Excellent communication skills.
● Self-motivated, enthusiastic and professional.
● Have the acumen and tact to handle C-Suite discussions
● Great communication skills
● Experience handling infuriated customers
● Experience handling customer queries tactfully and diplomatically to ensure that they
stay subscribed to our product.
Project Coordinator
THE ROLE
To ensure timely delivery of ConnexAI software products and modules in accordance with customer contractual requirements in a fast paced and innovative environment
The new Project Coordinator will report to the Head of Project Management, maintain direct regular contact with new and existing customers and occasionally travel to customer sites when required.
MAIN RESPONSIBILITIES
● Small to medium sized projects
● Analyse and document initial scope of project via Statement of Works (SOW)
● Assign owners and responsibilities across tasks
● Highlight risks & assumptions throughout the project
● Define clear project objectives with clients and colleagues
● Ensure key success criteria is detailed for each client rollout
● Compile project plan tasks and dates
● Communicate plans to all relevant parties
● Monitor and ensure efficient, timely project delivery to a high standard
● All project deliverables must meet customer expectations
● Strong communication is key to this role
● You will ensure all relevant risks and issues are communicated correctly against the PMO process
● Progress reports are produced for customer projects
● Project tracker owner will provide customer updates on progress
● Supporting team members, internal colleagues and clients with ad hoc requests
Enterprise Sales Manager
THE ROLE
Manage a sales team (Pod) and to achieve the overall ConnexAI targets that have been set out for
the sales team(Pod) by creating and maintaining profitable and strategic relationships and excellent
customer service.
MAIN RESPONSIBILITIES
● Day to day management of your own Diary and your dedicated Business Development Executives.
● Ensure that targets allocated to the Pod are achieved both on an individual and team basis.
● Define, develop and manage relationships with key individuals in the customer base and ensure
the relationship with contacts are maintained at all levels.
● Develop and implement account strategies that deliver on the sales objectives.
● Actively contribute information relating to sales and prospecting activities through regular
feedback and sales and operational meetings.
● Continuous participation in ConnexAI product updates and sales training.
● Responsible for compiling proposals and tenders and the delivery to customers.
● Makes sales calls to new and existing customers.
● Monitor and report on sales activities for Executive and Management teams.
● Regularly update forecasts and Salesforce.
PRODUCT / INDUSTRY KNOWLEDGE
● Build and maintain awareness of product areas surrounding sales, industry knowledge and company updates
STAKEHOLDER (Internal & External)
● Promote and improve customer relationships
● Promote and improve internal staff relationships
EXPERIENCE & QUALITIES
● Proven track record in sales within the Contact Centre / ICT / SAAS sectors
● Extensive understanding of sales metrics and methodologies
● Contact Centre knowledge
● Highly developed management/motivational skills
● Excellent customer relationship management skills
● Negotiation skills
● Strategic sales skills
● Presentation skills
● Exceptional planning and organising
QUALIFICATIONS & SKILLS
● Sales and or marketing training and certifications
Business Development Executive
THE ROLE
The Business Development Executive role is an opportunity to join a fun, fast paced and dynamic team that sells the ConnexAI product globally. We're looking for people who are target driven,motivated to succeed and most importantly eager to learn and develop a
successful career in the world of software sales!
MAIN RESPONSIBILITIES
● Outbound Outreach: To potential customers - via phone calls, LinkedIn, email and other outbound demand generation tools we utilise in order to develop a strong pipeline for the Sales Team.
● Opportunity Qualification: Uncovering and understanding customer pains and challenges with the view explaining how we can address those business challenges
● Achieving Set Targets: Work to achieve daily, weekly and monthly goals through demand and lead generation - based on the number of meetings booked with Decision Makers
● Relationship Building and Management: Engaging with Decision Makers at all levels and targeting businesses across various industries
● Continuous Development: Learning to get an understanding of ConnexAI products and services
● Brand Ambassador: Represent the company at Networking Events across the country
COPETENCIES & QUALIFICATIONS
● Previous outbound sales experience would be an advantage
● Excellent written and verbal communication skills
● Self-motivated, enthusiastic and professional
● Knowledge and experience of software sales would be an advantage but not essential
● Interpersonal skills and eagerness to work as part of a team
1st Line Support Engineer
THE ROLE
As a 1st Line Customer Support engineer, you will be responsible for maintaining the ConnexOne system, providing troubleshooting support to Customers. You will use ticket based helpdesk software to report, manage, and track customer issues from submission to resolution, providing testing and escalation notes where relevant.
At ConnexOne we value internal career progression. We offer a clear Training and Development plan, which will allow you to grow within the company and move into our more senior support roles.
In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting on a combination shift pattern of 8 hour day or night shifts.
MAIN RESPONSIBILITIES
● Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.
● To maintain a high degree of customer service for all support queries, inline with our Core values and Goals.
● To take ownership of user problems and be proactive when dealing with clients issues.
● Keep the client up to speed on progress with regular feedback on tickets.
● To log all tickets accurately and with enough detail to allow others to follow on the ticket actions.
● To assist customers in developing their knowledge in the use of the use of Connex systems by providing training, advice and sharing KBAs
SKILLS / ATTRIBUTES
● Previous experience in customer support is necessary.
● Excellent telephone manner and communication skills.
● Enthusiasm to learn and potential to grow with the company.
● Troubleshooting skills to identify root cause of issues.
● The right attitude to do the right thing for our clients.
Service Delivery Manager
THE ROLE
Our Service Delivery Managers are responsible for overseeing the successful implementation and constant improvement of our procedures around our Service and Support processes. Ensuring our SLAs are met and that we exceed our clients expectations.
MAIN RESPONSIBILITIES
● Ensure the all our Support channels are manned 24 x 7
● This will involve regular night shifts and some weekend work.
● Manage the Service Desk team and evaluate performance.
● Set specific SLA standards.
● Ensure ITIL processes are implemented and followed.
● Establish best practices through the entire technical support process.
● Follow up with customers to identify areas of improvement.
● Develop daily, weekly, and monthly reports on the help desk team’s productivity.
● Provide customer feedback to the appropriate internal teams, like product developers.
SKILLS & ATTRIBUTES
● Proven work experience as a Service Desk manager
● 24 x 7 support and implementation experience
● Hands on experience with help desk and remote control software
● Solid technical background with an ability to give instructions to a non-technical audience.
● Customer-service oriented with a problem-solving attitude
● Excellent written and verbal communication skills.
● Team management skills
● BSc degree in Computer Science, Information Technology or relevant field
Spanish Speaking 1st Line Support Engineer
THE ROLE
As a 1st Line Customer Support engineer, you will be responsible for maintaining the ConnexOne system, providing troubleshooting support to Customers. You will use ticket based helpdesk software to report, manage, and track customer issues from submission to resolution, providing testing and escalation notes where relevant.
At ConnexOne we value internal career progression. We offer a clear Training and Development plan, which will allow you to grow within the company and move into our more senior support roles.
In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting on a combination shift pattern of 8 hour day or night shifts.
A prerequisite for this role is that you are a fluent spanish speaker able to comprehensively discuss all technical areas related to the role.
MAIN RESPONSIBILITIES
● Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.
● To maintain a high degree of customer service for all support queries, inline with our Core values and Goals.
● To take ownership of user problems and be proactive when dealing with clients issues.
● Keep the client up to speed on progress with regular feedback on tickets.
● To log all tickets accurately and with enough detail to allow others to follow on the ticket actions.
● To assist customers in developing their knowledge in the use of the use of Connex systems by providing training, advice and sharing KBAs
SKILLS / ATTRIBUTES
● Previous experience in customer support is necessary.
● Excellent telephone manner and communication skills.
● Enthusiasm to learn and potential to grow with the company.
● Troubleshooting skills to identify root cause of issues.
● The right attitude to do the right thing for our clients.
Enterprise Support Engineer
THE ROLE
This is a technical software support role, providing a high level of technical support and customer service to our Enterprise customers. As a Enterprise Support Engineer you will be responsible for troubleshooting customers technical problems with our flagship product, CXM (An omni-channel communication platform). You will primarily deal with complex technical issues and troubleshooting via the database or our various logging platforms.
Our Enterprise Support Team provides 24/7, 365 day support for our global client base.
SKILLS / ATTRIBUTES
You must be able to demonstrate effective customer service skills to be successful in our Enterprise Support Engineer role. The following skills are not essential but in any way would be very advantageous:
● Contact centre / call centre background
● Experience troubleshooting PostgreSQL / MySQL database problems
● Experience using “dialler” / omnichannel software
● Experience using ticket management systems (Zendesk)
PRINCIPLES / GOALS
Everyone within our ConnexAI Support team thrives to meet our core values, to enable us to deliver on our goal of providing the best Support in the industry.
ConnexAI Support Values:
● Delivering On Our Promises
● Drive Customer Success
● Prioritise Effectively
● Search Out Repeat Issues
● Fix Root Cause
● Experts In What We Do
● Professional At All Times
● Deliver Quality Every Time
Infrastructure Engineer
THE ROLE
Our Infrastructure team is responsible for the build, installation and support of our SaaS platform to our client base worldwide. You'll get the opportunity to help embed and foster a culture of Infrastructure across the business and the teams you’ll interact with will include DevOps, Support and many others. As an Infrastructure Engineer you will play a part in establishing the Infrastructure culture across the business, working with our support teams and our clients to provide relevant assistance. Working with monitoring systems and supporting the resolution of incidents. You will take an active role in promoting the principles of ICT best practises and security, leading in service innovation and acting as an evangelist for a Infrastructure
MAIN RESPONSIBILITIES
● Completing remote Site Surveys/Installations for our clients as part of our onboarding process
● Building clients systems within our Private cloud Infrastructure
● Liaising with DevOps team to understand and achieve improvements to the build process
● Troubleshoot and provide network consultation to our client base for VoIP/web based systems
● Maintaining the network security within the business and highlighting any vulnerabilities
● Act as an escalation point for the IT Technicians
● Managing various services within our AWS estate worldwide Improvement to existing Infrastructure processes
● Troubleshoot client systems and internal systems
● Supporting team members with issues within any of the areas of responsibilities
COMPETENCIES & QUALIFICATIONS
● AWS - Cloud practitioner or above (Essential)
● Firewall Experience (Essential)
● Networking - Minimum CCNA level (Essential)
● Linux (Desirable)
● Automation experience(Desirable)
● Virtual Environments (Desirable)
● Windows Active Directory (Desirable)
● Windows Group Policy (Desirable)
KNOWLEDGE
● Experience in technology led, volume, 24/7 business is essential
● MSP experience is beneficial
● Knowledge and experience of a SaaS environment is advantageous but not essential
● Exposure to international business is desirable
● Experience working in a collaborative IT/Infrastructure environment
● Ability to coach, lead, inspire, support, and motivate colleagues
● Knowledge and awareness of technology specific Retail and Commercial Banking industry trends, challenges, solutions and best practices
Infrastructure Engineer - Spanish Speaking
THE ROLE
Our Infrastructure team is responsible for the build, installation and support of our SaaS platform to our client base worldwide. You'll get the opportunity to help embed and foster a culture of Infrastructure across the business and the teams you’ll interact with will include DevOps, Support and many others. As an Infrastructure Engineer you will play a part in establishing the Infrastructure culture across the business, working with our support teams and our clients to provide relevant assistance. Working with monitoring systems and supporting the resolution of incidents. You will take an active role in promoting the principles of ICT best practises and security, leading in service innovation and acting as an evangelist for a Infrastructure
A prerequisite for this role is that you are a fluent spanish speaker able to comprehensively discuss all technical areas related to the role.
MAIN RESPONSIBILITIES
● Completing remote Site Surveys/Installations for our clients as part of our onboarding process
● Building clients systems within our Private cloud Infrastructure
● Liaising with DevOps team to understand and achieve improvements to the build process
● Troubleshoot and provide network consultation to our client base for VoIP/web based systems
● Maintaining the network security within the business and highlighting any vulnerabilities
● Act as an escalation point for the IT Technicians
● Managing various services within our AWS estate worldwide Improvement to existing Infrastructure processes
● Troubleshoot client systems and internal systems
● Supporting team members with issues within any of the areas of responsibilities
COMPETENCIES & QUALIFICATIONS
● AWS - Cloud practitioner or above (Essential)
● Firewall Experience (Essential)
● Networking - Minimum CCNA level (Essential)
● Linux (Desirable)
● Automation experience(Desirable)
● Virtual Environments (Desirable)
● Windows Active Directory (Desirable)
● Windows Group Policy (Desirable)
KNOWLEDGE
● Experience in technology led, volume, 24/7 business is essential
● MSP experience is beneficial
● Knowledge and experience of a SaaS environment is advantageous but not essential
● Exposure to international business is desirable
● Experience working in a collaborative IT/Infrastructure environment
● Ability to coach, lead, inspire, support, and motivate colleagues
● Knowledge and awareness of technology specific Retail and Commercial Banking industry trends, challenges, solutions and best practices
IT Technician
THE ROLE
Our IT Team is responsible for ConnexAI’s Internal IT Infrastructure, globally. You’ll get the opportunity to help embed and foster a culture of Infrastructure across the business, as you support each of ConnexAI’s departments.
As an IT Technician, you’ll be onboarding our increasing staff base. Working in a team to provide onsite support for our Head Office and remote support for our global offices, you will take an active role in promoting the principles of ICT best practices and security, working with Infrastructure Engineers as an escalation point. Using a ticketing system and resolving issues promptly, and leading in service innovation and acting as an evangelist for an Infrastructure culture.
MAIN RESPONSIBILITIES
● Onboarding new staff with equipment using our standard build processes
● Maintaining Asset Registers
● Use Active Directory and Group Policies to manage the estate
● Actively monitor our Internal estate, including Antivirus, WSUS and third party updates
● Troubleshoot Workstations/Laptops and liaise with third party to resolve issues
● Install and troubleshoot remote VPN’s
● Configuration of VLAN’s on switches to ensure all staff are on departmental VLAN’s
● Supporting our Virtual Environment’s
● Recommend Improvements to existing Infrastructure processes
● Supporting team members with issues within any of the areas and responsibilities
COMPETENCIES & QUALIFICATIONS
● Microsoft MTA/MCSA/MCSP (Essential)
● Virtual Environments (Essential)
● Networking - Minimum CCNA level (Desiriable)
DESIRED PROFILE
● Flexible and pragmatic approach to the needs of the business
● Will thrive in highly demanding / rewarding growth company
● Great attention to detail
● The ability to multitask and work to multiple deadline
● Wishes to develop their role and responsibilities as the business grows
Junior Product Owner
THE ROLE
As a Junior Product Owner your main responsibilities will be to help enable the Product Team with our growing backlog of items and prioritise them based on the overall strategy and business objectives. Additionally, you will need to map out project dependencies to enforce the necessary process of development to the relevant bodies.
MAIN RESPONSIBILITIES
● Communicating effectively with all levels of the organisation and clients
● Writing comprehensive user stories, setting sprint goals and bringing ideas to life
● Solve product-related problems, make decisions, complete trade-off analysis to stay on track towards business deliverable commitments
● Developing and maintaining an appropriately prioritised backlog of user stories for implementation
● Act as an ambassador for the product internally and externally and as the initial point of contact for training and queries related to the product
● Work closely with product management and senior management in order to create a product that fits the company portfolio
● Collaborate with teams of functional and technical experts to create an amazing team culture
COMPETENCIES & QUALIFICATIONS
● Experience using JIRA, Confluence, Slack, Figma
● Experience refining and managing the product backlog
● A desire to gain experience working with Agile methodologies in multi-team agile environments
● Good understanding of the development process, sprint process, UX/UI, accessibility and AB testing
● You are able to understand technical aspects of product
Software Engineer
THE ROLE
ConnexAI is seeking a new Software Engineer / Full Stack Software Developer to join our rapidly expanding Product Development team in Manchester, UK.
We have big expansion plans for our future roadmap and therefore have created a new role for a Full Stack Software Engineer.
MAIN RESPONSIBILITIES
● Developing brand new products and scaling current products using React, Node.JS and TypeScript.
● Working within a product driven squad to implement highly innovative user experiences for our customers
● Continually identifying areas for improvement through refactoring code, improving our processes and learning new tech
● Collaborating with other team members / squads in delivering high quality software solutions
● Supporting and mentoring junior members of the team
● Advancing your career in the way you want to – career development and progression directly linked to performance and aspirations
COMPETENCIES & QUALIFICATIONS
● You will have previously worked in a SaaS or product driven business
● Strong understanding of web applications and the surrounding tech stacks
● Developing front end applications in React/Redux, MaterialUI, and TypeScript
● Developing back end applications using : Postgres / SQL, Docker, RabbitMQ
Software Tester
THE ROLE
ConnexAI is seeking a new Software Tester to join our rapidly expanding Product Development team in Manchester, UK.
As a Software Tester, you will be working with multiple tech squads to ensure quality standards are set across the business, performing both manual and automated testing to find, as well as prevent defects. Communicating effectively and efficiently to provide a detailed risk analysis to a range of key contributors and owners.
MAIN RESPONSIBILITIES
● Manual Regression testing
● Managing bugs throughout their lifestyle
● Updating the wider department on pending, ongoing or completed testing
● Learning and understanding testing best practises
● Collaborating with a variety of teams and managers, as well as providing daily and weekly updates to your immediate team members
● Communicating and collaborating frequently with Product Owner, Software Testers and Developers.
COMPETENCIES & QUALIFICATIONS
● Experience of documenting and testing tickets
● Experience of using a variety of different testing methods, such as: Manual UI Testing, Regression Testing and Manual API Testing (both manual and automated)
● You should have experience in debugging and logs
● The ideal candidate should also possess analytical skills, be proactive and work well in a fast- paced environment
● You should also have strong communication skills, including the ability to report defects, document information concisely, and express opinions
● Being a critical thinker who is always considering “what if” scenarios and has a perfectionist mindset with an eye for detail and intuition to spot when something isn’t right.
Senior Software Tester
THE ROLE
ConnexAI is seeking a new Senior Software Tester to join our rapidly expanding Product Development team in Manchester, UK.
As a Software Tester, you will be working with multiple tech squads to ensure quality standards are set across the business, performing both manual and automated testing to find, as well as prevent defects. Communicating effectively and efficiently to provide a detailed risk analysis to a range of key contributors and owners.
MAIN RESPONSIBILITIES
● Manual Regression testing
● Managing bugs throughout their lifestyle
● Updating the wider department on pending, ongoing or completed testing
● Learning and understanding testing best practises
● Collaborating with a variety of teams and managers, as well as providing daily and weekly updates to your immediate team members
● Upskilling product and dev in test discipline where appropriate
● Upskilling/knowledge sharing with the rest of the test team
COMPETENCIES
● Experience of documenting and testing tickets
● Experience of using a variety of different testing methods, such as: Manual UI Testing, Regression Testing & Manual API Testing (both manual and automated)
● Experience in Test Design, Architecture & developing Test Plans and Cases
● Ideally you will have experience with Postman AIP and Databases.
● Adequately report defects across a range of communication styles
● Confidently and appropriately challenge where appropriate and Comfortable expressing opinions, regardless of subjectivity
● Should also possess analytical skills, be proactive and work well in a fast- paced environment
QUALIFICATIONS
● You should possess knowledge of test strategies, test design, and architecture, as well as basic knowledge of any programming language
● A STEM degree holder or another degree qualification that involves critical independent thinking
● GCSE Maths grade C/4 (or equivalent)
● GCSE English grade C/4 (or equivalent)
● Basic knowledge of any programming language EM degree holders
Data Annotator
THE ROLE
ConnexAI is seeking a new Spanish speaking Data Annotator to join our rapidly expanding team in Manchester, UK.
Following ConnexAI’s growth into the Spanish market, we are looking for individuals who are fluent in Spanish and local to Manchester to help new and exciting Spanish data annotation projects.
In this role, you will be a vital part of our Data Annotation team that are actively helping shape the future of customer experience by developing smarter content services. Working on Data Annotation projects to train our in-house Artificial Intelligence technology, Athena AI, and deliver innovative projects that are spearheading AI innovation across the globe.
MAIN RESPONSIBILITIES
● Create verbatim transcriptions of audio content
● Data labelling and classification according to specific guidelines
COMPETENCIES & QUALIFICATIONS
● Listen and recall information correctly and accurately with minimum mistakes
● You will have worked in a previous role with confidential information and be able to comply with data protection policies
● The ability to type quickly and to an accurate standard
● Have a high attention to detail and the ability to notice the smallest errors
● Ability to meet deadlines and daily KPIs, understand and implement feedback, follow guidelines and to work as part of a team
● Ability to understand a variety of accents and dialects
COMPETENCIES & QUALIFICATIONS
● Excellent understanding of the English language, both verbal and written communication
● GCSE Maths & English at grade C/4 (or equivalent)
