Introduction

Senior Consultant - GOLD SaaS Managed Services

About Us

SymphonyAI is a leading enterprise AI solutions provider helping retailers and manufacturers optimize business operations through advanced analytics, planning, and automation solutions. Our products support global organizations in improving supply chain efficiency, inventory performance, forecasting accuracy, and customer satisfaction.

We are committed to delivering measurable outcomes for our clients through innovative technology, deep domain expertise, and strong customer partnerships.

Job Description

Job Summary

We are looking for a Senior Consultant to deliver Symphony GOLD SaaS managed services across a portfolio of North American grocery accounts as the managed-services organization's US-based engineer - providing local coverage during US business hours, on-site presence for critical escalations, and the primary technical interface between US customers and the global managed-services organization.

The consultant concurrently serves 8-9 US and Canadian retailers with distinct GOLD configurations. The role's structural value is the combination of account breadth, local US presence, and cross-region coordination with global teams across time zones.

Key Responsibilities

Portfolio Managed Services

Deliver SaaS managed services across 8-9 concurrent North American GOLD accounts as first line of technical expertise.

Provide production support during US business hours: batch monitoring, incident triage and management, complex application troubleshooting.

Maintain per-account configuration knowledge across the portfolio, including customer-specific implementations.

Job Description

Local Presence & Coordination

Act as primary technical interface between US customers and the global managed-services organization, coordinating across time zones.

Provide local, on-site support for critical customer escalations and build customer relationships through regular communication and technical guidance.

Coordinate with project teams, R&D, Cloud Operations, and customer technical teams for timely resolution.

Technical Delivery

Support customer upgrades, deployments, production changes, and stabilization activities.

Perform production investigations and root-cause analysis (Oracle SQL/PL-SQL, Linux/shell, log analysis).

Qualifications

5+ years of SaaS managed-services experience on Symphony GOLD or an equivalent renowned, market-established and referenceable SCM solution, on North American retail accounts, with strong functional and technical platform knowledge.

Demonstrated concurrent coverage of 8+ accounts with distinct configurations.

Permanent US base with US-business-hours availability and readiness for on-site customer visits - a core structural requirement of the role.

Strong Oracle SQL and PL/SQL for production investigations; good Linux and shell scripting.

Deep understanding of SCM-platform operational processes (Symphony GOLD or equivalent), Night Batch execution, interfaces, and customer-specific implementations.

Cross-region coordination experience between customers and global delivery teams across time zones.

Customer relationship building; incident management discipline.

Fluent English.

About Us

Preferred Qualifications

US grocery wholesale/distribution domain knowledge.

Hawaii/Western-US time-zone account experience.

Canadian grocery (multicultural formats) account exposure.

What We Offer

Competitive salary and benefits package.

Opportunity to work on high-impact retail transformation and managed-services programs.

Exposure to leading European and global retailers on the Symphony GOLD platform.

A collaborative and fast-paced work environment.

Learning and growth opportunities across supply chain, retail, and enterprise AI solutions.