Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Sunrun is in the driver’s seat to lead the energy revolution as America’s leading residential solar and renewable energy provider. The company’s leadership team embraces a fast-paced, entrepreneurial mindset to seize this unique opportunity in history and position Sunrun as an aspirational, beloved technology consumer brand for a faster, cleaner, safer, easier, more efficient home of the future.

This role plays a critical role in our company’s success by collectively owning and evolving the products, capabilities, and platform of our communications domain. This role touches the entire customer journey, from connecting customers to Sunrun solar advisors in pre-sale to supporting customers long after to installation to ensure customers have a seamless delightful experience across communication channels for every part of that customer journey. Today, our main forms of communication are phone calls and text with AI powered intelligent routing to ensure the customer gets to the right representative in a timely way. We are quickly working to evolve our communication experience to enable better self-service for both customers and our stakeholder and more proactive messaging so that customers can hear from us and reach us in the medium they choose. We serve as the means to our front line support teams to quickly answer customer questions and resolve any issues they may have to improve the overall customer experience by taking care of our customers.

If you are a cross-functional collaborator that wants an integral role in defining and elevating the technology that powers the customer experience in partnership with our sales and customer care organizations and participates in the front line to address climate change and drive the electrification of millions of homes, this is the right role for you.

As the Domain Owner for our communications domain, you will lead and manage the engineering team with ownership over the definition and delivery of a best-in-class omnichannel communications experience from across all parts of the customer journey. Your scope will be broad and deep, spanning from working Sales leaders to support them guiding customers through the sales journey, to engineering teams to define and prioritize efforts to evolve our communications integrations, tools, and platforms to our Northstar omnichannel vision, to working with our Customer Care, Field Service, and Operations counterparts to ensure customer support needs and internal user needs are met.

The type of person that thrives at Sunrun is one who embraces ambiguity, loves to create and learn, and can balance across user, business, and technical needs. Success in this role means a strong technical background, preferably with experience in communication tools such as NICE CXone (InContact) and Dialpad as well as integrations with third-party platforms such as Replicant or Gong, while working cross-functionally to align stakeholders on priorities and build a communications platform that will scale with business and user needs.

Due to the highly interdisciplinary nature of this role, and the cross-functional impact of the changes you will drive, you will need to be a respected leader who can effectively communicate, collaborate and coalition-build. Additionally, we are looking for a “player-coach”, someone who will get into the trenches of technical details in defining and reviewing technical architecture to drive solutions at scale for this domain. The ability to think beyond individual features and consider the system as a whole so that you can be both tactical and strategic is critical for this role.

The energy revolution is well underway. And our planet needs it now more than ever. Join us in the journey as we lead a crucial movement toward a planet run by the sun.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead a team of back-end software engineers, technical support specialists, and IVR specialists in the development of the software systems, platforms, and features of the communications domain (including IVR configurations, telephony platform integration, intelligent routing enhancements, CRM integrations, provisioning, and communications preferences)

• Collaborate with the breadth of business stakeholders and other technical counterparts to define, design, and build technical communications solutions.

• Wholly own the customer problem space, business and product requirements, prioritization and definition of work for the development teams, and results delivery for core areas within the communications domain scope. Has a mission to elevate the communications experience for both internal users and end customers, and thus, demonstrating tangible value for Sunrun, our customers, and our partners.

• Ability to think broadly and deeply to enhance our platform and end-to-end experience. Builds buy-in from senior stakeholders and executives, and aligns cross-functional teams around scope, requirements, roadmap, and delivery..

• Architect technical solutions including flow diagrams, technical design, data modeling, and end-to-end thinking across user flows, use cases, and scenarios. Ability to quickly assess risks, dependencies, and impact for an ask.

• Understands how our platform and processes interact with and unlock value across Sunrun’s business, including how they intersect with our cross-channel go-to-market, operational fulfillment, and our product portfolio and tech stack. Seamlessly integrates platform and process improvements with the rest of our business.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• Education: Bachelor’s degree (or equivalent). Computer science degree not required, but highly valued.

• Experience: Minimum of 8+ years of experience in software development, including 3_ years of experience directly managing a team of software engineers. Strongly prefer candidates with experience working with third party communications partners (e.g., NICE CXone (InContact), Dialpad, Five9, Replicant, etc(.

• Technical Judgment: Expert who defines scope, technical approach and design, down to task-level needed for delivery. Ability to foresee potential risks and proactively mitigate. Ability to accurately size work and tasks with timing needed to launch into production. Own and drive the right technical vs. business tradeoffs at the highest levels of the org.

• Ownership and Accountability: Takes full accountability for and drives results for portfolio cross-functionally and works across the organization top-to-bottom to get projects prioritized, drive delivery, and own results. Drives a mindset of accountability and ownership within the engineering team.

• Strategic Execution: Sees and evangelizes the big picture, but is disciplined in rationalizing our ambitious goals with realities of prioritization and day-to-day execution. Executes seamlessly across teams and third-party vendors, including driving top to bottom alignment on project and company-level priorities (when needed). Drives resolution of escalated blockers for the team.

• Problem Solving: Quickly and effectively synthesizes and solves complex, interdependent problems, understanding the end-to-end business and technical implications of decisions. Leverages insight to drive clarity and bring along others (incl. senior execs and large groups of stakeholders) along in the process.

• Communication & Listening : Compelling and effective collaborator who excels at building trust and credibility. Proactive communicator to ensure transparency, visibility, and alignment. Attentive listener who seeks to understand others and is an effective empathetic leader..

• Leadership: Experience in coaching and mentoring software engineers to improve not only what the work output is, but how the work gets done.

• Product & business judgment: Contextualizes business decisions across company, industry and all stakeholders. Holds a balanced perspective with an appreciation for risks, rewards and execution. Effectively navigates ambiguity in decision making.

• Adaptability : adjusts quickly to changing priorities and conditions; anticipates and copes effectively with the complexity of change

PHYSICAL DEMANDS

• Ability to perform normal office duties.

• Ability to operate office equipment including computers and determine accuracy of work.

• Ability to interact and participate in meetings.

Recruiter:

Kimberly Nielsen (kimberly.nielsen@sunrun.com)

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.