Posted: May 10, 2013

This role entails the design and development of highly interactive classroom and self-paced software training programs.  This individual will design and produce Instructor and student materials that will facilitate the delivery of classroom based training sessions.  This role will also be responsible for the creation of self-paced learning materials as well as performance support tools.  This individual will also maintain and update current training materials.  This is an individual contributor position that will be responsible for the entire design and development effort.

Responsibilities

• Conduct Training Need Analysis including Task and Competency Analysis
• Determine appropriate instructional design (i.e., sequence of learning activities, materials specifications, equipment specifications, instructional staff specifications, pre-requisites specifications, testing and evaluation specifications) (classroom, web based)
• Plan and manage course development projects so that deliverable are provided on time
• Develop Instructor and Student Materials
• Conduct Train-the-trainer sessions
• Maintain Courseware
• Collaborate on Training Material
• Build relationships and partner with Subject Matter Experts
• Develop instructional materials, exercises, and case scenarios using appropriate learning; and appropriately revises materials, based on end-user

Capabilities

Must Haves

• Previous experience in the development of user training for software products
• Solid understanding of instructional design practices, including the ADDIE model
• Proficiency with desktop publishing applications, especially Microsoft Word and PowerPoint
• Demonstrable experience with basic project management skills
• Excellent communication skills and ability to interact successfully with associates at all levels
• Strong written and oral communication and presentation skills
• Expertise in Adult learning practices
• Able to work autonomously with minimal supervision
• Proficient in learning technical aspects of products and services
• Strong computer systems and technical skills and ability to learn new technical skills/software quickly
• Ability to make good business decisions, manage priorities and work well with customers and internal teams

Nice to Haves

• Experience with basic audio editing and recording
• Experience with basic video editing and recording
• Proficiency with web-publishing tools
• Strong written and oral communication and presentation skills
• Job Process Modeling Experience

Minimum Qualifications

• Bachelors Degree in Education, Instructional Design and Development.  Equivalent work experience may be substituted in lieu of education.
• 4-6 years experience in designing, developing, planning, implementing and assessing training.
• Experience in the development and delivery of training on software user and  software/product support skills
• Experience in professional adult education, training and learning.
• Experience with basic Microsoft applications (Word, Excel, Paint, Outlook, and PowerPoint)
• Effective verbal and written communication skills

Preferred Qualifications

• Masters degree preferred
• Experience in the development and delivery of training on software user skills, software/product support, AND business analysis, and data architecture highly desirable
• Candidates should be prepared to show a portfolio of relevant and recent Instructor and Participant software training materials they have designed and developed

Personal Attributes

• Strong analytical thinker and problem solver
• Self-motivated and a strong contributor as part of a team and as an individual
• Ability to create innovative training solutions
• High quality standards

Posted: April 30, 2013

ClickFox is seeking a Quality Assurance Manager to direct the day-to-day operations of our software QA team. Qualified individuals will have experience developing and implementing test suites for complex software, with a focus on test automation. Experience with large data and distributed applications will be preferred.

Responsibilities

• Facilitate in daily stand-up meetings
• Review software test plans and strategies
• Implement strategies to measure and record software quality trends
• Facilitate development and maintenance of robust test automation
• Identify, assess, and communicate functional/usability software issues
• Coordinate with application support teams to define and scope software issues
• Regularly report status and overall product risks of software issues
• Cooperate with software development teams for the resolution of software issues
• Review performance of individual QA engineers and overall team
• Work with other teams to develop acceptance criteria and design test cases
• Assist in the development of end-user feature documentation
• Demonstrate feature functionality
• Organize review and discussion of tools and processes to improve QA team productivity and efficiency
• Coordinate QA team training on key technologies and processes
• Contribute to quality practices and processes with Software Development team

Requirements

• Possess several of the following skills/experiences:
• Working within software development lifecycles and Agile development processes
• Configuration and management of defect management tools, such as Redmine, and automation tools, such as Fitnesse, FlexMonkey, Selenium
• Understanding of sound software development and deployment practices
• Application development in Java and Adobe Flex
• Web service-oriented architectures, REST, SOAP
• Configuration and management of Apache Tomcat
• RDBMS and SQL experience, such as PostgreSQL, MS SQL, Oracle; preferably with MPP platforms such as Greenplum, Teradata, Netezza
• Prefer familiarity with distributed systems and MapReduce design concepts
• Prefer exposure to business analysis, analytic requirements analysis, and business presentations; especially in performance improvement or customer interfacing systems (web sites, telephony, etc.)

Personal Attributes

• Works well with both internal and external teams, as both a leader and a contributor
• Excellent verbal and written communication skills
• Comfortable presenting and providing demonstrations
• Motivational leader with the ability to build and excite a collaborative team
• Curious, creative, and accepting of new ideas
• Strong analytical thinker and problem solver

Posted: April 11, 2013

Responsibilities:

• Performs business-oriented analysis on Customer Experience across the enterprise touch points (i.e. Contact Center, Web, Marketing, Chat, Field Service, Retail) using ClickFox software.  This analysis occurs in initial implementations as well as for ongoing customer support.
• Performs situation assessment and understands business context of customer application.
• Capable of coordinating engineering efforts with business analysis needs.
• Primary user of ClickFox software to analyze a client system and create the reports and other deliverables for presentation and ASP delivery.
• Develops key business-relevant findings for customers and capable of developing communication strategies and presentations to effectively transfer knowledge of those findings.
• Capable of conducting client training in both workshop format and via team-level interactions.
• Supports Business Solutions team in meeting client deliverables.

Requirements:

• Bachelor’s Degree
• Critical thinker with aptitude for analytics
• Excellent communication, presentation, writing and interpersonal skills
• Teamwork-oriented

Posted: April 11, 2013

ClickFox is seeking a Human Resource Manager to provide general human resource support and coordinate recruiting activities in our Denver office.  The HR Manager will be responsible for providing support in the areas of staffing, recruitment and selection, employee relations, employee onboarding, policy and benefits administration and special projects.

RESPONSIBILITIES:

• Partners with the recruiting team as needed to provide professional recruiting assistance such as preparing job requisitions, interviewing and screening job applicants and assisting with the onboarding process.
• Post open positions internally, on websites and college recruiting websites
• Establish and maintain relationships with college and university recruiting staff.
• Assists in the review and creation of new and/or revised job descriptions that accurately reflect the most current business needs.
• May participate in and/or support events, set up displays, make public presentations at job/career fairs to promote the company and opportunities.
• Provide employee relations support to managers and employees responding to inquiries and providing guidance as needed.
• Assist in the overall administration, communication, and analysis of HR programs and responsibilities.
• Develop and propose improvement to policies, programs, and procedures to improve the effectiveness of HR and operations.
• Investigates employee relations issues and employee grievances and advises management on appropriate resolution of employee relations issues and ensures proper documentation.
• Acts as an employee and company advocate that can balance decision making appropriately.
• Identifies legal requirements and government reporting regulations affecting HR functions and ensures policies, procedures, and reporting are in compliance.
• Maintains current knowledge and interpretation of related HR laws and regulations as well as commonly used concepts, practices, and procedures within the HR field.
• Researches, prepares and submits periodic reports and presentations as assigned.
• Required to maintain the confidential nature of all employees and company proprietary and privileged information used or observed in the course of performing job duties.
• Ensures that HR needs are met in a timely manner at all times.  Is responsible for providing the highest level of customer service.
• Other duties and responsibilities as assigned.

REQUIREMENTS:

• Bachelor's degree or equivalent experience.
• At least (3) years related experience.
• Must have general knowledge of HR and HR technical competencies in employment, employee relations, employee development, compensation, benefits, and HR legal compliance (EEO, FMLA, OSHA, FLSA, Title VII, etc.).
• PHR/SPHR Human Resources Certification strongly preferred.
• Strong written and oral communication skills.
• Proven ability to work effectively in a team environment with associates.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Ability to manage complex projects while working under pressure to meet deadlines.
• Ability to drive results and continuous improvement in the organization.
• Ability to apply company policies and procedures in a fair and equitable manner.
• Demonstrated intermediate to advanced proficiency with MS Word, Excel, PowerPoint, and Outlook.

Posted: April 11, 2013

We are seeking a talented and driven UI Developer who enjoys working in a dynamic, high-paced and innovative team environment. The candidate must be comfortable working in Agile teams to design, prototype and build new products, and enhance existing products and tools. We prefer the candidate to have direct experience in test-driven product development, as well as demonstrated ability to visualize complex data.

Responsibilities

• Participate in daily stand-up
• Produce high-quality, maintainable software
• Work with other teams to develop acceptance criteria and design test cases
• Collaborative negotiation of feature design and implementation
• Demonstrate feature functionality
• Obtain and incorporate user feedback
• Analyze and resolve identified functional/usability software issues
• Assist in the development of end-user feature documentation

Requirements

• Possess several of the following skills/experiences:
• Ability to work within an iterative software development lifecycle; under Agile development processes
• Adobe Flex design and development
• HTML5, JavaScript, jQuery
• Web service protocols such as REST, SOAP
• User experience and application flow
• Visualization of large, complex analytic data sets
• Exposure to Test-Driven Development methodologies; Flex/UI unit testing
• Prefer familiarity with Java, SQL, and MapReduce design concepts
• Prefer exposure to business analysis, analytic requirements analysis, and business presentations; especially in performance improvement or customer interfacing systems (web sites, telephony, etc.)

Personal Attributes

• Works well with both internal and external teams, as both a leader and a contributor
• Excellent verbal and written communication skills
• Comfortable presenting and providing demonstrations
• Curious, creative, and accepting of new ideas
• Strong analytical thinker and problem solver

Posted: April 11, 2013

ClickFox is seeking an Information Architect to expand our client’s use of data as a strategic enabler of their corporate goals and objectives. The Information Architect will achieve this by strategically designing, developing, and implementing data model specifications for enterprise-level applications and systems for use within the CEA platform. This individual will act as the primary advocate of data modeling methodologies and data collection practices when interacting with our clients post-sale, but may also be leveraged as a presales resource for technology specific discussions.

RESPONSIBILITIES:
Strategy & Planning

• Work with the client to understand and document the data generated by their customer interaction systems and customer life-cycle events.
• Work with the client to assess both the technical attributes as well as the analytical value of their data (data assessment).
• Develop and deliver long-term strategic goals for data architecture vision and standards in conjunction with CEA end-users, department managers, clients, and other key stakeholders.
• Work with the client to establish processes for governing the identification, collection, and use of their data; take steps to assure data accuracy and validity.  
• Ensure that data strategies and client model specifications meet proper PII, PCI, PI, FERC and/or CPNI security standards as set forth by ClickFox.

Acquisition & Deployment

• Ensure the success of new data model deployments within CEA for our clients as the key member of a deployment team.
• Liaise with client stakeholders to select and/or prioritize the appropriate data sources based on data assessments and business goals set forth by the client.
• Ensure the data collection/transfer design is well documented and complies with current ClickFox standards.
• Operational Management
• Design CEA data models with specific emphasis on providing insights to the business goals set forth by the client.
• Develop CEA data models by transforming the client’s data into CEA’s data structure by leveraging Pentaho Data Integration (PDI) and CEA’s proprietary transformation tools.  
• Collaborate with ClickFox project managers and business analysts for all projects involving new enterprise data sources.
• Document the data architecture and model configuration in order to maintain a current and accurate view of the client’s data models within CEA.
• Identify and develop opportunities for data reuse, migration, or retirement within CEA.

REQUIREMENTS:
Education & Certification

• College diploma or university degree in an information technology discipline such as computer science, information systems, engineering; or hybrid degree in business and technology (E&M, MBA, etc.).
• Relevant technical field experience will override the lack of an IT-related degree.

Knowledge & Experience

• Hands-on experience with data architecting, data mining, large-scale data modeling, and business requirements gathering/analysis.
• Strong understanding of relational data structures, theories, principles, and practices.
• Experience working with or deploying contact center technologies including IVR, CTI and ACD platforms.
• Experience with business requirements analysis, entity relationship planning, database design, reporting structures, and so on.
• Familiar with object oriented programming concepts (e.g. using Java, J2EE, EJB, etc.).
• Experience using industry standard Extract Transform and Load (ETL) applications; experience using Pentaho Data Integration (PDI) is a plus.
• Good knowledge of applicable data privacy practices and laws.
• Exposure to analytic and reporting applications is a plus.
• Experience working in a UNIX or Linux operating system.
• Proficient use of MS-Office suite, including Visio, Word, PowerPoint and Excel

Personal Attributes

• Confident presentation and interpersonal skills.
• Strong written and oral communication skills.
• Strong analytical thinker and problem solver.
• Self-motivated and a strong contributor as part of a team and as an individual.
• Ability to create innovative solutions for data content or data format challenges.

Posted: February 10, 2013

This role entails gathering requirements and developing topnotch documentation that highlights the new UI and explains the complexities of a mature, vetted analytics platform. Develop detailed business requirements to aid R&D, facilitate new features through the development lifecycle, and high quality online help and user guides to encourage user adoption.

Responsibilities:

• Performs requirements gathering for ClickFox software enhancements
• Coordinate engineering efforts with analysis needs
• Develop, edit and write end-user documentation (Online Help, Technical and Product Release Notes, Readme, User Guides, etc.)
• Attend weekly status meetings and ensure documentation schedule is met
• Track documentation metrics
• Peer review QA and Business Analyst documents
• Assist team with miscellaneous document requests

Requirements:

• Experience in customer experience analysis, such as web analytics, customer segmentation analysis, contact center analysis, marketing analytics
• Data modeling or data administration background a plus
• Requires knowledge of help authoring system (RoboHelp preferably).
• Experience designing and writing end-user documentation, including: user manuals, software release notes, installation guides, online help, and readmes
• Five to seven (5-7) years of experience in a software development environment
• Experience working with analysts and software developers to develop documentation
• Proven ability to deliver quality materials under tight deadlines
• Intermediate user of Word, Excel, PowerPoint, Visio, Adobe Professional, and RoboHelp (or other online help system)

Posted: February 8, 2013

Oversee all consulting and analytics work for a large enterprise customer in relevant industry. This includes:

• Participating in delivery of post-sales analytics/consulting services delivery for designated customers
• Maintaining and developing new relationships with prospect and client executives through delivery and engagement lifecycle; provide thought leadership to drive business improvement
• Managing and leading programs, including analytic roadmaps, benefits/value tracking, and enterprise-wide communications
• Partnering with staff ranging from junior analysts to senior consultants to develop and deliver business solutions based on analytical recommendations
• Developing new service offerings, delivering based on client needs
• Participating in select pre-sales opportunities for enterprise customers
• Review and participate in developing roadmaps and project plans

Seeking individuals with:

• Minimum 5-7 years experience; Bachelor’s Degree Minimum
• Ability to demonstrate direct or indirect leadership experience through previously held position(s)
• Strong problem identification and analytical skills
• Experience with Executive level interactions
• Highly proficient with the use of Microsoft Excel
• Excellent presentation, writing and interpersonal skills
• Exceptional critical thinking skills, including the ability to quickly assimilate new information
• Understands how technology translates into business solutions
• Ability to demonstrate Project Management methodology knowledge or have prior experience
• Prior experience with process decomposition and process improvements
• Experience in customer experience analysis, including web analytics, customer segmentation analysis, contact center analysis, marketing analytics, etc.
• Data modeling or data administration background a plus
• Management Consulting background a plus

Responsibilities:

• Performs business-oriented analysis using ClickFox software for implementation of ClickFox solution in cross channel customer experience deployments.
• Develops key business-relevant findings for customers and is capable of developing communication strategies and presentations. Able to design customer experiences to effectively transfer knowledge of those findings.
• Identifies business objectives and priorities of customer business and application(s) and translates them into analysis strategies and solutions.
• Prepares and presents executive level presentations, communicating business relevance of the analysis performed and recommended solutions.
• Performs situational assessments and client interviews to understand business context of customer's applications, processes and environments.
• Able to direct the work of other ClickFox and/or customer analyst resources.
• Capable of coordinating engineering efforts with analysis needs
• Balance, prioritize, manage, and communicate workload in order to be successful
• Capable of conducting client training in both workshop format and via team-level interactions. Ability to develop the appropriate level of training material according to client needs.

Posted: February 8, 2012

We are seeking a self-directed Java Developer who takes initiative and enjoys working in a dynamic, high-paced and innovative team environment. The candidate must be comfortable working in small Agile teams to design, prototype and build new products, as well as enhance existing products and tools. We prefer the candidate to have direct experience in test-driven product development and ongoing product maintenance, working with data structures, and knowledge of design patterns. Ideally, the candidate has these skill sets:

Required:

• Java with Cloud computing experience
• Solid understanding of grid systems
• JDBC
• SQL/RDBMS
• Web Services, JAX-WS, WSDL, and SOAP

Preferred:

• Apache Tomcat
• J2EE
• Flex experience