Lead Solutions Engineer

Harte Hanks

19h

About The Position

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

LEAD SOLUTIONS ENGINEER - CUSTOMER CARE

Focus: Contact Center Ecosystem

Position Overview:

We are seeking a highly skilled and client-focused Lead Solutions Engineer to join our customer care technology team. This role will focus on delivering technical solutions involving web apps, custom integrations, CRM platforms such as Salesforce, Zendesk, Knowledge Bases, and AI chatbot platforms. The ideal candidate will have a consulting background, bringing both technical and business acumen to the role.

Objectives of the Role:

Solution Architecture and Delivery:

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.

Technical Leadership and Mentorship:

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.

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.

Nice To Haves

• 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.

Responsibilities

• Solution Design and Implementation: 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.
• Client and Stakeholder Collaboration: 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.
• Technical Leadership and Quality Assurance: 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.
• Innovation and Continuous Improvement: 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.

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed