Join our team

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description | Purpose: 

The Business Analyst works directly with the Project Manager, Configuration Specialist, Development, and assigned Customer to gather and document all business and technical requirements. The Business Analyst is responsible for input and updating the business requirement document, internal software systems, configuration, and other needed documents.

As a business analyst, four major duties of work include: researching solutions, documenting project needs (i.e. workflows, prototypes, etc.), communicating and presenting solutions to the client, and analyzing business requirements to ensure they meet business needs.

The Business Analyst is responsible for a smooth transition to the Configuration Specialist and necessary support during Configuration, QA, and Implementation/Training cycles.

Primary Objectives:

• Create optimal technical and business requirement documentation that balances customer's needs with system capabilities and limitations.
• Research and recommend solutions to the customers which best meet their needs and accommodate ACF's contracted project scope.
• Participate in project meetings as a business and technical subject matter expert.
• Prepare internal documentation for configuration, development, training, implementation, or any other stakeholder.
• Provides expertise and guidance to Business Analyst Tea and other functional teams as needed.

Essential Duties and Responsibilities:

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Determine operational objectives by studying customer's business functions; gathering information; evaluating requirements and translating that into a meaningful requirement document easily consumed by stakeholders.
• Improve technical solutions by studying current practices, designing modifications, and recommending optimal configurations to solve customer problems.
• Identify essential processes and knowledge gaps, take ownership of the resolutions.
• Maintain customer confidence by keeping product information and personal knowledge current.
• Contribute to team effort by accomplishing results with high quality.
• Perform daily, weekly, and monthly reviews and analyses of current processes using operational KPIs.
• Suggest changes to management using analytics to support recommendations; Actively participate in the implementation of approved process or technology changes.
• Be the main driver in the process to support/assist project managers in gathering requirements.

Position Requirements | Job Requirements & Skills:

• Degree in Software Engineering or a technically related field or equivalent related work experience in a multi-site software services environment
• Computer – Microsoft Office, Google Docs, Q-Flow, Go To Meeting, Microsoft SQL, Visio, Axure, Jira, Teams, Zoom/Webex
• Technical – Knowledge of Microsoft SQL, web services, and software architecture
• Literary – Excellent oral and written communication skills
• Research – Ability to research technical products/solutions and learn new applications quickly
• Strong analytical skills
• Excellent organizational skills
• Excellent customer service skills
• Ability to work within a team environment
• Ability to have critical conversations in a constructive non-confrontational manner

Travel: up to 25%, travel; Driver's License and Clean Driving Record Required

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:

Reporting to Project Services Manager, the Project Manager is responsible for applying project management knowledge, skills, tools, and techniques to meet project goals while staying aligned with the company’s strategic mission, vision, and business values. Proven ability to successfully manage project activities and project teams, maintaining efficient processes, and establishing additional process aspects to obtain higher business value and strategic market placement.

The Project Manager will act as a client advocate to ensure the project progresses to the clients’ satisfaction and meets or exceeds ACF standards.

Essential Duties and Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Core Responsibilities:

• Planning
  • Assist Business Development Representative(s) with identifying and documenting client business case, scope definitions, risks
  • Collaborate with Business Development team/representatives and Business Analyst to create project plan including the project schedule, deliverables, and critical milestones
  • Identify stakeholders and develop a stakeholder communication plan
• Executing
  • Direct and manage project team - conducting project activities and tasks
  • Manage quality - assure quality is measured and meets specified requirements
  • Maintain project alignment with stakeholder expectations
• Monitoring and Controlling
  • Monitor and track project progress against the project plan
  • Maintain Stakeholder communications and control engagement
  • Monitor and control schedule
  • Validate and control scope, costs, quality, and risks
• Closing
  • Perform and document Lessons Learned
  • Close Project/Phase
  • Close Contracts

Responsibilities:

• Work with project sponsor/point of contact and stakeholders to complete project statement of work, or contract scope, goals, deliverables, required resources, budget, and fee schedule
• Increase organizational business value through implementing project management best practices
• Complete work breakdown structure to estimate LOE for each work package
• Provide a project schedule
• Enhance organizational efficiencies and product/project quality through continuous process improvement and documentation
• Manage project throughout the project life cycle
• Effectively manage project scope by ensuring any changes are documented and approved with proper project change request forms
• Track and report on project milestones – provide status reports to leadership, project sponsors, and stakeholders
• Resolve issues and mitigate risks throughout the project life cycle
• Manage project team members
• Effectively communicate expectations to team members and stakeholders
• Lead, coach, and motivate project team members on a proactive basis
• Serve as a mediator between stakeholders and team members
• Measure success to the degree of customer/client satisfaction
• Maintain accountability for project results
• Conduct lessons learned and implement actions for improvement
• Following project completion, ensure all project documents are properly archived.

Position Requirements|Job Requirements & Skills:

• 4-year degree or higher in computer science or business or a related field
• 5 or more years of work experience in project and/or product management
• PMP Certification
• Demonstrated leadership of diverse project teams
• Ability to manage multiple projects and organize competing tasks/activities
• Experience working within a PMO and/or a team-oriented, collaborative environment
• Tactical, operational, and technical management skills
• Rapidly adapt and respond to changes in environment and priorities
• Excellent communication – written and verbal
• Ability to elicit cooperation from senior management and other departments
• Manage Customer Expectations
• Ability to prioritize effectively
• Maintain a high standard of professionalism
• Manage conflict in a constructive manner

Travel: Up to 25%. Valid Driver's License Required

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:
This is a high-profile, client-facing position where client satisfaction and maintaining ACF's high-quality standards are a priority. The Trainer will provide on-site and webinar training sessions for internal and external clients and staff. The Trainer is also responsible for creating training documents.

Essential Duties and Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Client Training Responsibilities:

• Create and prepare for customized training sessions
• Develop customized training materials
• Participate in the follow-up process to ensure all client needs are met.
• Effectively troubleshoot any issues while at the client site
• Participate in the debriefing and quality assurance process
• Employee Training Responsibilities
• Provide introductory and ongoing training of ACF's products to employees
• Provide support in developing an internal software training certification program
• Develop and conduct webinar training for clients and employees located in ACF's worldwide offices
• Consult with clients regarding the specific business requirements and develop Business
• Requirement Document (BRD) for client approval
• Ensure product developed by ACF meets the approved client BRD

Position Requirements|Job Requirements & Skills:

• 3 to 5 years of teaching/training in the public and business sectors
• Excellent presentation and training skills
• Experience with Moodle LMS
• Technical background in Microsoft Server Products preferred
• Ability to adjust training style for a variety of users
• Ability to learn new applications quickly
• Excellent oral and written communication skills
• Excellent client service skills
• Ability to work within a team environment
• Excellent interpersonal skills
• Proficient in Microsoft Office
• Instructional Design knowledge/experience (not required but desirable)

Travel:
Must be willing to travel up to 50%. Valid driver’s license required.

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:
The Technical Support Specialist will support external clients in their use of ACF’s products; understand the client’s business needs and improve client satisfaction with ACF’s products. This is a high-profile technical position where client satisfaction and maintaining ACF’s high-quality standards are a priority. Handle escalation process of support tickets.

Essential Duties and Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Client Training Responsibilities:

• Support ACF clients on issues which can include product administration, design, training and troubleshooting, and analyzing customer software performance issues
• Develop technical and functional expertise in all ACF products
• Resolve client issues in a timely manner by performing research, local testing, or by directing the client to the applicable documentation.
• Document known issues/fixes/workarounds in knowledgebase articles
• Maintain customer database by logging all support calls
• Handle all support tickets that require escalation past our Level 2 support position, to include mediation with customer if needed and co-ordination of efforts with our Development Department and our Customer.
• Follow up and handle all escalated tickets through a resolution to customer.
• Will work with our existing ACF staff to handle server management for our customers, either on site hardware or our hosted customers.
• Work with Synoptek tickets, manage our FTP server for our customer accounts, and work with Applied Solutions on any server upgrades, moves or additions.
• Travel may be required if on site work is needed from our support department to handle any customer issues that may not be resolved remotely, or if the situation dictates.
• Will work with Supervisor and Management to insure departmental standards and procedures are followed by the support staff.

Position Requirements|Job Requirements & Skills:

• BS in Computer Science, Information Systems or a technically related field or equivalent related work experience in a multi-site software services environment.
• Security +, Cloud +, and/or Network + are strongly preferred.
• Advanced understanding in support of Microsoft Windows Server platforms 2008R2/2012, SQL, IIS server and other associated networked systems, managed switches (Cisco, Bay, Netgear, etc.) network security, etc.
• An understanding of network topology concepts and protocols: WAN, LAN, DNS, DHCP, SMTP, SNMP, TCP/IP, HTTP, IMAP, POP3, EXCHANGE
• Experience in client/server networking environments and best practices, experience with hardware vendors, and strong understanding of networking aspects,
• Experience configuring, setting up, and debugging PC based and Web based systems
• Preferred Certifications: MCSE or MCSA
• SQL/Scripting/Reporting Engines/XML/Analytics/ (SQL Server Reporting Services (SSRS))
• Helpdesk and remediation experience preferred.
• Prior experience working with different departments internally to properly resolve customer issues.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

ACF Technologies UK Ltd is an industry-leading supplier of customer experience optimisation software, delivering cutting-edge solutions to a wide range of clients across all industries and sizes.

Description|Purpose:
The Support and Implementation Specialist role will be responsible for 3 key areas within the business:

1. Systems – technical ownership and management of hosted service environments, and the internal ICT function.
2. Implementations – commissioning of environments, and configuration of ACF software within such environments.
3. Support – operating the helpdesk function for Business as Usual support services, including the overall ownership of tickets from opening, through investigation, to closing, meeting the SLA’s of the client.

The role encompasses supporting our Enterprise and Hosted web application products, assisting with software configuration, technical support of software and hardware issues, and troubleshooting via phone, email, or onsite visits.
There will be extensive hands-on technical work, in Microsoft-based environments, configuring servers and software alike.
You will be a technically minded, hands-on individual, able to think on your feet and solve problems with creative solutions. We need someone with a strong work ethic and a very professional approach.
You will hold a full UK driver's license (clean), hold a current UK passport, and be prepared to travel.
This individual will be CRB checked and maybe vetted for Security Clearance. It is assumed that the candidate will have no reasonable knowledge that they will be unsuccessful in their application for these checks.
This role will be subject to either standard hours or non-core working hours, as part of a rota, according to client demand. This may or may not include weekends, national holidays and hours that are unsociable.

Lines of Authority:
Reports To: Delivery Director

Essential Duties and Responsibilities:
The Support and Implementation Specialists responsibilities include, but are not limited to:

• To create and maintain a functioning set of hosted services and servers to enable ACF’s software to be continuously delivered from
• To proactively monitor and improve such hosted servers to the ultimate benefit of the client
• To maintain all aspects of the internal ICT provision, including the maintenance of networks, data, communications capabilities, and physical infrastructure
• To provide 1st and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
• To ensure that all SLA’s and escalation points are met
• To work effectively and productively with 3rd line support
• To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
• To document all calls on our call logging system
• To maintain user security on all systems
  Supporting users in the use of Computer equipment by providing necessary training and advice
• To arrange for external support visits whenever problems cannot be resolved in house
• Train users in our software via remote methods, or face to face
• Install and configure our products according to the client requirements and as per project plans
• Local IT systems management; maintenance and provision of local IT resources to aid in the running of the UK operation
• Act as an implementation specialist, taking direction from the Technical Project Manager and working with the client to implement their installation of Q-Flow, according to the prescribed specifications
• To assist in the ongoing change and configuration of installations according to change management and control processes
• To maintain the company’s systems, which may change from time to time, such as Netsuite

Technical and Personal Skills

• Must be technically minded, strong ability to learn and problem solve
• Must have experience of .NET web application support
• Must have experience and knowledge of diagnosing issues with MS SQL (SQL scripts, Stored Procedures and SQL Databases)
• Must have knowledge and experience of diagnosing issues in simple Visual Basic or C# code (capable of understanding code and identifying issues)
• Must have knowledge of IIS (configuration, sites, application pools, permissions)
• Must have keen ability to learn, self-learn and self-research, and use all resources available (knowledge-bases, search engines, colleague knowledge) to resolve an incident
• Must have excellent telephone manner
• Must have an ability to communicate technical concepts to non-technical people in a clear and concise manner.
• Must have knowledge of PC hardware, cabling and networking
• Must have knowledge of Windows Server and setup

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.