Lead Solutions Engineer

For over 20 years, Synergy Enterprise Solutions has been at the forefront of enabling businesses, non-profit organisations and government agencies with cloud contact centre, customer relationship management and ITSM solutions to delight their customers and empower their teams.

Why should you work at Synergy Enterprise Solutions

Develop your skills with the technology used by the largest and most innovative organisations in the world – Genesys, Freshworks and Twilio are the building blocks of our CX solutions. Every day is different – you’ll develop an excellent knowledge of different technologies and their use cases within a broad range of industries including tech start-ups, non-profits, major banks, emergency services and government agencies.

The Role

The Lead Solutions Engineer role is responsible for the technical design and delivery of solutions for Synergy’s customer base. This encompasses presales, implementation, post-implementation and support activities.

MUST RESIDE IN AUSTRALIA

Salary Range: $120K to $130K plus Super

Duties and Responsibilities

• Work with internal and external teams to design, develop, demonstrate and deliver technical components of Synergy’s solution offerings. These consist of solutions using various vendor technology including Twilio, Genesys, Freshworks, Zendesk, AWS, Servicely and Kore.ai, in addition to bespoke applications developed by Synergy.
• Providing technical presales support to the Synergy sales team, including:

1. Conducting technical discovery workshops and client presentations      
2. Building and delivering standard and bespoke customer demos                    
3. Designing and supporting solution proof-of-concepts                    
4. Managing and responding to RFx tenders

• Ensure every technical project component is correctly scoped and designed with the functional, budgetary and timeline requirements specified by the customer. Handing over technical project components to the Synergy delivery team (including implementation and development resources) and providing required support throughout the delivery process. Project examples include new customer deployments; deployments and/or development of new functionality for existing customers including change requests; consulting exercises such as technical solution design; developer enablement training and documentation.
• Ensuring technical documents (or the technical components of documents covering various topics) are completed in a professional and comprehensive manner. Examples include solution design documents; code documentation; sales proposals; statements of work; RFx; change requests and post-incident review documents.
• Work with the Synergy management team to focus on continuous improvements to business and technology strategies, systems, and solutions, with a specific focus on pre-sales and delivery activities.
• Collaboration with other Synergy stakeholders and departments as required. Examples may include requesting a support resource to assist with testing of a new system/feature/function); providing assistance on an escalated support ticket and working with the Synergy Key Account Manager to assess platform usage and expansion opportunity within customer accounts.
•  Assisting the Synergy operations team with escalated support tickets and training on custom and/or complex components of customer solutions which they are required to support.
• Ensuring your knowledge on the Synergy solution suite is up to date through regular attendance of training sessions and completion of online training materials.
• Other duties as required.

Desired qualifications, experience and skills

• 3+ years’ technical contact centre experience with call/interaction flow design
• 3+ years’ technical contact centre experience deploying contact centre solutions into customer environments.Experience with AI technology in CX and EX use cases
• Experience with Freshworks, Zendesk, Genesys Cloud, Amazon Connect and/or Twilio Flex (preferred)
• Experience with other contact centre technology vendors (NICE, Avaya, Cisco) (desired)CX / Contact centre vendor certifications from major industry vendors outlined in the points above.
• Diploma or higher-level qualification in IT / Computer Science (required)
• Knowledge of API’s with basic coding experience (preferred languages JS, HTML, CSS.)
• Experience with the ITIL framework (certification is preferred but not essential.)
• Base level cloud computing certifications in AWS/Azure/Google
• Excellent communication and interpersonal skills.
• Willingness to solve complicated problems and see projects through to completion.
• Analytical skills to study problems and records and identify solutions.
• Team-oriented attitude to help other colleagues and departments with technical problems.
• Strong interpersonal communication and relationship-building skills.
• Ability to manage time and effectively prioritize numerous projects at one time.
• A keen desire to go the extra mile to ensure successful and on-time project delivery and delighted customers.

If you’re looking to take your contact centre technology career to the next level in a fun, dynamic environment working with an amazing team and leading cloud-based CX solutions, please apply.

• Flexible hours available
• More than 4 years of relevant work experience required for this role
• Working rights required for this role