Principal Solutions Specialist IV

Dayforce

2d • $96,500 - $172,400

About The Position

The Principal Solutions Specialist IV in the Product Solutions Team is a Dayforce subject matter expert who conducts data-driven analysis to identify ticket trends and macro-level gaps amongst the Dayforce client base, and apply technical solutions to solve these problems, with the aim to:
Improve the effectiveness of the Customer Support organization
Reduce incoming support ticket volume
Reduce cycle times for support ticket resolution
Provide proactive versus reactive support
Influence the product roadmap towards improved customer experience and supportability
Provide oversight on the quality and prioritization of defects
Assist with widespread, complex and critical issue resolution
This involves ideation, planning, executing, leading and contributing to various people, product and process-based initiatives. This role assumes a leadership capacity in the team and the ability to handle escalations and lead efforts during widespread, critical situations impacting the Dayforce organization. It would require efficient collaboration with teams across Dayforce including Customer Support, Product and Engineering, Services, Learning, Compliance and Information Technology Teams.
The Principal Solutions Specialist IV is a functional expert in several Dayforce product areas, and a good working knowledge of the Dayforce suite of products and how they integrate and impact the different product areas. When complex or critical issues arise in their areas of expertise, the Principal Solutions Specialist IV partners with other teams to identify a resolution path, formulate strategies to prevent the re-occurrence of the issue or request, and socialize the details to the broader organization. As a level IV Principal Solutions Specialist, they would also assist the Solutions Team members with their areas of expertise as needed.

Requirements

• Bachelor’s degree in computer science, engineering, information systems or a related technical field
• 2+ years of experience working with the Dayforce HCM application
• Recognized subject matter expert across multiple Dayforce product areas
• Good proficiency in SQL, Power BI, LLMs and an understanding of relational database concepts, data structures and algorithms
• Working knowledge of XML, XSLT, file transfer protocols, web services, APIs, and other integration technologies
• Ability to troubleshoot in an optimal manner and identify creative and efficient ways to solve complex technical and functional issues, often in a fast-paced, high-pressure setting
• Strong communication, organizational, analytical, critical-thinking, problem-solving and collaboration skills. Ability to work effectively across technical, functional, and customer-facing teams

Nice To Haves

• Further specialization and certification in software design, information systems, data intelligence, business systems, ITIL, Six-Sigma and the like.
• 2+ years of experience in a customer-facing technical service or technical leadership role
• Experience working in a cross-functional, project-based, Agile or Scrum environment
• Experience working with hosting, cloud infrastructure, and change management protocols
• Strong SQL skills, a solid understanding of relational database design, indexing, execution plans, with the ability to recommend scalable optimization strategies and provide technical mentorship and guidance to team members

Responsibilities

• Stay current on Dayforce application knowledge
• Understand upcoming features and changes in the product
• Identify support readiness activities
• Learn about new technologies and methodology to provide innovative and world-class support to our customers
• Monitor and review critical defects, product gaps, customer configuration and data issues with the aim to: Proactively identify remedial actions on a global scale
• Propose various alternatives to mitigate impact and long-term solutions
• Help identify, measure impact, prioritize and escalate work items
• Coordinate efforts with Dayforce Support and other teams
• Independently lead or contribute to cross functional, strategic initiatives aligned with the team’s mandate
• Represent the Customer Support Team in discussions, decision-making, communications and other company-wide initiatives related to the team’s mandate
• Understand, and effectively leverage available data sources and tools to analyze trends and other factors to guide planning, decisions and execution of efforts.
• Identify knowledge and process gaps and opportunities
• Develop transformation strategies to optimize the operations with different stakeholders
• Support the Solutions Team members
• Provide mentorship, documentation and training materials
• Provide solution oversight for various projects
• Act as a technical resource and provide consultation to team members
• Create, document and optimize team processes
• Develop, document, and share best practices for delivery of key module functionality
• Contribute to the ideation, design, testing and feedback on Dayforce tools. This includes tools used by the Customer Support Team, customers, partners and other teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior