Design and lead the technical implementation of contact center solutions, ensuring seamless integrations with Salesforce, Amazon Connect, and third-party platforms.
Collaborate with the PMO, and architecture team to break down complex designs into actionable work items for the development team.
Ensure solutions are scalable, secure, and aligned with best practices.
Guide the development team through project execution, ensuring deliverables meet client requirements and quality standards.
Mentor team members, providing technical guidance on contact center platforms and best practices.
Stay current on contact center trends, technologies, and emerging platforms.

Extensive experience in designing and implementing solutions within the contact center ecosystem, including Salesforce, Zendesk, Amazon Connect, Knowledge base, and AI chatbot systems.
Strong consulting background with client-facing experience in pre-sales, solution design, and delivery.
Expertise in API integrations and data flows across CRM and contact center platforms.
Proficiency in scripting languages such as Python and PowerShell.
Excellent presentation and communication skills, with the ability to convey technical concepts to non-technical stakeholders.
Preferred Qualifications: Experience with AI-powered chatbot platforms and machine learning solutions in the contact center space.
Knowledge of Agile development methodologies, DevSecOps practices, and CI/CD pipelines.
Familiarity with real-time analytics and customer journey mapping.

Lead Solutions Engineer

Key skills