Senior Professional Services Engineer

Senior Professional Services Engineer

As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a ContactEngine expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when ContactEngine expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

As a Senior Professional Services Engineer, a Typical Day Might Include the Following:

• Become an expert in ContactEngine solution design consultancy and implementation
• Assist with training new team members, partners, clients, and many more
• Work with global teams to build, test, and support customer journeys and conversations from specification using our internal tooling
• Work with clients to collect requirements and advice on solutions
• Learn clients’ business processes to define and document requirements for automated transactions of proactive customer journeys
• Understand, propose, improve, implement processes
• Document End-to-End Application Integration Specifications
• Configure, perform E2E testing, debug, and deploy the SaaS platform based on client requirements
• Define and implement ContactEngine customer journey optimization strategies by utilizing data analytics in conjunction with a deep understanding of the ContactEngine transactional data model
• Monitor journey health and performance
• Write queries in SQL and build reports and dashboards, write and debug code snippets, design and test APIs
• Audit journeys to identify issues and improvements
• Provide on-call support to global customers
• And other responsibilities

To Land This Gig, You Need:

• 5+ years experience in an implementation / quality assurance / professional services / consulting role
• Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: skills in specialized technical & functional areas; technical expertise around software engineering, programming languages, integration, and/or databases
• Desired personal profile: highly motivated, analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter
• Amenable to work shifting schedules

Experience Preferred:

• Multiskilled Talent capable of Software Quality Assurance or Software Quality Assurance related roles, Customer Success, Support, Training, and others.
• Technical expertise in data structure extraction and summarization
• Experience with JavaScript, C#, SQL, HTML, CSS, Python
• Experience with integration tools
• Application knowledge of Excel, Tableau (or similar BI tool)