Solution Engineer

Duties & Responsibilities

• System Ownership & Strategy: Take full ownership of the technical health, lifecycle management, and multi-year roadmap for the entire Customer Services IT systems portfolio (including Genesys Cloud, Zendesk, Teramind, and integrated 3rd party tools).
• Cross-System Integration: Define and govern the strategic approach for integrating different platforms (telephony, CRM, WFM, QA) to ensure data flow, system compatibility, and a unified agent experience.
• Vendor & Budget Management: Manage key technology vendor relationships and oversee system-related budgets and capacity planning. Provide L3 subject matter expertise and guidance on how agents and supervisors can best utilize the appointed systems.
• Maintain an expert-level understanding of new features and market trends across the CS technology landscape to drive continuous feature adoption.
• Assesses situations to make appropriate recommendations based on operational needs.
• Adheres to support processes and best practices.
• Prepares and/or reviews functional requirements documentation.
• System Configuration, Development & Change Management: Design, develop, test, and deploy complex system configurations, integrations, and changes based on business requirements.
• Hands-on Coding: Write and maintain ad-hoc scripts, APIs, and microservices (e.g., using Python, Go, or JavaScript) to facilitate system integrations and custom functionality.
• Adapts to prestigeless work within a small team environment.
• Participate in operational meetings for technical guidance and solution proposals.

Qualification /Personal Characteristics :

• Bachelor's degree or equivalent experience.

• 5 or more years of IT experience supporting applications and infrastructure in a contact center or large-scale enterprise environment.

• Proven experience as a solutions architect or lead engineer, with a strong portfolio of successfully delivered projects.

• Strong, demonstrable experience with Customer Service platforms (e.g., Genesys Cloud, Zendesk, Teramind, WFM systems).

• Expertise in designing systems on cloud platforms such as AWS or Google Cloud.

• Strong knowledge of microservices architecture, APIs and RESTful services.

• Programming knowledge (Python, Go, or JavaScript preferred) for ad-hoc scripts and integrations.

• Ability to troubleshoot and diagnose issues related to hardware, software, VoIP or network connectivity.

• Strategic Communication & Stakeholder Alignment: Excellent communication skills to articulate complex technical issues and translate system capabilities into business value for both technical and non-technical stakeholders (e.g., leadership, operations teams).

• Analytical & Problem Solving Mindset: Ability to think strategically, solve complex, cross-functional technical problems, and demonstrate strong analytical skills with a hands-on approach.

• Organizational & Team Skills: Prestigeless team player with strong organizational, detailed orientation, and planning skills to manage multiple priorities effectively.

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.