Title: International Technical Consultant - Americas (Must be bi-lingual in Spanish/English)

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 150+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.

Job Description:
The Americas International Operations Analyst will be responsible for technology consultation for all member countries in the Americas Region (North, Central & South America).  

Minimum Requirements:
Minimum 2 years of project support experience, primarily project task scheduling and managing multiple relationships with project stakeholders including internal and external clients
Experience in software deployment applications including SMS or similar products preferred
Experience or familiarity with:
Project planning, project scheduling, and issue identification
Microsoft Office, specifically Excel, Visio, and Project
Familiarity with POS/point-of-sale systems is a plus but familiarity with retail, quick-serve restaurant or other point-of-sale systems is very beneficial
Familiarity with online ordering solutions is a plus
Ability to communicate with all levels of the organization
***Ability to speak Spanish is mandatory. Ability to speak Portuguese is a plus***
Excellent organization and time management skills to ensure project completion
Software installation, configuration, training and store operations background is highly desired
***Must be able and willing to travel to international countries (25-40% of time) – in some cases, staying in-country for 1-3 weeks to complete initial configuration, installation and training of solutions.***
Ability to accommodate cultural differences when traveling to foreign countries

What you'll do as a Technical Consultant:

• Develop and maintain relationships with Americas Region Markets
• Communicate with International Markets
• Maintain open communication with area leaders and “In-Country” personnel
  • Weekly calls with Area Leaders to get updates
  • Respond to questions and concerns from operations or IS personnel
• Discuss IS solutions’ software needs, hardware needs and associated costs with potential new customers or existing customers
• Organize and manage POS/point-of-sale and other IS solutions’ rollout schedule with in-country personnel
• Troubleshoot and resolve reported issues with markets’ POS systems and associated IS solutions
• Work closely with representatives from each market to develop appropriate IS strategies for the market, and then successfully show progress of IS Maturity Model for each market
• Support the process that provides successful development, testing and deployment of all new IS systems’ product hardware and software to the international store community including:
  • Maintain positive relationships with all applicable department teams members to ensure accurate and timely delivery
  • Work with third party vendors (when applicable) to ensure the current processes are maintained and ensure vendor relationships are preserved
  • Test all new software products thoroughly and provide test results to Operations Technology Coordinator and IS Engineering teams
  • Escalate any product issues to Project Coordinator and Management for prioritization

Configuration and Training with New and/or Existing International Markets

• Travel to international locations and:
  • Train IT staff on IS solutions’ configurations and setup
  • Train IT staff on basic support and system use
  • Train Office staff on IS solutions’ use and reporting
  • Train in store personnel on IS solutions’ use
  • Train field personnel on IS solutions’ use
  • Assist in translating IS tools’ to native languages
  • Work through issues and communicate with Development as needed

On-Site Support

• Travel to international locations when requested by the customer or as needed
  • Provide consultation and/or support as needed on:
    • Requirements gathering for new requests
    • Assistance for new store growth
    • Assistance with upgrades/conversions
    • Additional training as needed
    • Training on various software/hardware use

New and Retrofit Store Deployment

• Perform all new and conversion IS solutions’ store deployments.
  • Manage, and maintain strategic goals and objectives as they relate to store deployment
  • Review deployment metrics to ensure compliance to objectives
  • Ensure store conversions meet minimum objectives
  • Maintain awareness of new technology for software deployment
  • Keep International customers aware of current technology and coming technology so they can plan appropriately
  • Work closely with eCommerce team to deploy on-line ordering solutions
  • Ensure consistency between deployment, staging, and sales to ensure compliance with objectives
  • Process franchisee questions regarding simple billing questions in a timely fashion
  • Assist in upgrade initiatives during scheduled IS solutions’ release

On-line ordering Market Onboarding and Support 

• Act as the primary liaison between markets, the eCommerce team and Global Operations Technology team to ensure that all on-line ordering onboarding POS tasks are completed and documented
• Configure and support onboarding market’s on-line ordering test servers
• Assist with deployment and configuration of Meraki routers in markets’ stores
• Support the eCommerce QA team and troubleshoot issues
• Assist markets and the eCommerce team to identify, recommend and implement POS configuration options