Solution Engineer - Contact Center

The System Solution Engineer is accountable for the strategic oversight, successful implementation and reliable maintenance of the core Customer Services technology stack, including systems like Genesys, Zendesk, Teramind, and associated Data & Quality Management (QM) tools. This role acts as the primary subject matter expert, ensuring system stability, optimal performance, and continuous feature adoption. The purpose is to maximize agent efficiency, ensure compliance and align the capabilities of these platforms directly with operational objectives to deliver a seamless, high-quality agent & customer experience.

Requirements

• 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.

Duties and 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.