Technical Lead, Customer Engagement Platform

Role Overview

• Own the technical design, build, and ongoing evolution of customer engagement platforms across current and future-state systems
• Lead hands-on delivery of platform customisations, integrations, workflows, and automation
• Build AI-enabled use cases on top of the platform landscape, including RAG, agent assist, co-pilot, workflow automation, and agentic experiences
• Design and implement integrations across customer platforms and core enterprise systems, including Salesforce, AWS-based services, internal data sources, and adjacent business systems
• Partner closely with Customer Success, Onboarding, and Support teams to optimise platform usage, improve agent experience, and lift operational efficiency
• Work with Product and business stakeholders to translate requirements into scalable technical solutions
• Provide technical leadership on platform selection, architecture decisions, proof of concepts, and implementation planning as SiteMinder progresses through future-state platform decisions
• Maintain platform health, reliability, security, performance, and operational support practices
• Establish engineering standards for configuration, development, release management, documentation, testing, and support
• Identify opportunities to simplify the vendor and platform landscape while improving business outcomes
• Mentor team members and provide leadership across delivery partners, vendors, and internal contributors where required

Requirements

• Strong hands-on software engineering background with experience building and delivering enterprise-grade solutions
• Deep experience in at least one major platform ecosystem such as AWS or Salesforce, with the ability to adapt quickly across other platforms
• Proven experience integrating SaaS platforms, enterprise systems, and APIs in a complex business environment
• Strong experience designing and delivering workflow automation, system integrations, and platform customisations
• Experience building AI use cases such as RAG, agent assist, workflow orchestration, and agentic patterns
• Strong technical architecture skills, including integration design, event-driven patterns, security, scalability, and maintainability
• Deep experience implementing and maintaining CTI or Voice infra solutions
• Experience working closely with business stakeholders to solve operational problems with pragmatic technical solutions
• Ability to lead technical delivery while remaining deeply hands-on in execution
• Strong communication skills and the ability to work across technical and non-technical teams
• Experience with customer engagement or customer support platforms such as Intercom, Salesforce Service Cloud, Amazon Connect, DevRev, Zendesk, or Genesys
• Experience in customer operations, service, onboarding, or support domain workflows
• Experience with AWS services relevant to AI and integration patterns
• Experience with Salesforce platform development
• Experience working in environments where platform strategy is still evolving and tool choices are not yet fixed
• Experience leading platform modernisation, vendor implementation, or RFP-aligned technical evaluation

Tech Stack

• AWS
• Cloud

Benefits

• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Flexibility to work in a Hybrid model (2-3 days in-office)
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement