Lead Solutions Engineer

Harte Hanks is a leading global customer experience company focused on providing CX strategy and data-driven analytics. They are seeking a highly skilled Lead Solutions Engineer to deliver technical solutions in the contact center ecosystem, ensuring seamless integrations and guiding the development team through project execution.

Responsibilities:

• 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 ahead of emerging technologies in the contact center space, driving innovation and continuous improvement
• Design and lead technical implementations of solutions across the contact center ecosystem
• Develop proof-of-concepts (POCs) to showcase solution capabilities and demonstrate value to clients
• Work directly with clients to gather requirements, define technical solutions, and ensure successful delivery
• Collaborate with internal teams, including architects, developers, project managers, and product owners, to align on technical execution
• Act as a liaison between technical and business stakeholders, translating business objectives into actionable technical solutions
• Ensure solutions are delivered according to quality standards and client expectations
• Perform code and design reviews, providing feedback to maintain technical integrity and scalability
• Identify and mitigate technical risks throughout the project lifecycle
• Stay current on contact center trends, technologies, and emerging platforms
• Recommend and implement new tools and frameworks that enhance efficiency, scalability, and functionality
• Explore opportunities to integrate AI-powered solutions to enhance customer experiences

Requirements:

• 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
• 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