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.