Senior Solution Engineer [Contact Center]

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

Our dream at HEINEKEN is to help our customers grow their businesses by serving them better, faster, and smarter with digital solutions. The last few years have seen a significant increase in the importance of digital in the Commerce space at Heineken. HEINEKEN’s digital solutions are a vital component in protecting and growing the company's revenue. To ensure that this trend is supported the Commerce DevOps Hub has been established. This newly created organization, being an integral part of the Global Digital & Technology Function, is tasked with engineering the software which powers e-Commerce. The Commerce DevOps Hub location is in Kraków, Poland.

As the Senior Solution Engineer in the Contact Center Team, you have in-depth knowledge of the technical details and how the products work, and you act as expert in the team responsible for the technical configuration, development and integration of products and platforms based on Genesys Cloud CX, used by specific business processes across OpCos (operating companies), to better serve their customers. You provide expert guidance and ensure alignment with architecture and business objectives and ensure on-time delivery. You drive the end-to-end operations of the platforms, keeping them streamlined, structured, and within service level agreements. You collaborate closely with other DevOps teams for efficient development pipelines. You will work directly with the Product Owner(s) and Product Architect(s), understanding the business needs and translating them into specifications and services in line with overall engineering standards and roadmaps. You serve as a key contributor in refining and driving excellence in solution engineering practices to deliver high-quality solutions throughout the software development lifecycle in our Commerce landscape.

The role reports directly to the Solution Engineering Lead.

Your responsibilities would include:

• being the key contributor in the design, configuration, development and integration of IT solutions within the Genesys Cloud CX tech stack, together with other team members, to enable use cases per the needs of the business
• providing technical and architectural input to guide the development of scalable and robust solutions
• tailoring technical solutions for OpCo’s requirements, often leveraging existing products or services
• customizing and configuring systems to meet the agreed scope. Developing and maintaining configuration rules and logic based on business requirements and industry best practices
• communicating with users and OpCos, working closely with the PO and other DevOps teams
• overseeing the resolution of complex technical or business challenges in areas such as Genesys Cloud and Microsoft Dynamics CRM 
• integrating solutions with other Heineken systems and data sources to ensure seamless data flow and process automation
• conducting thorough testing and validation of configured solutions to ensure accuracy and functionality
• providing technical support and troubleshooting assistance as needed
• driving continuous improvement in platform stability, performance, and scalability
• proactively identifying and recommending opportunities to optimize team delivery and business processes
• adhering to solution standards, architectural guidelines
• documenting configuration processes, guidelines, and best practices for future reference
• supporting with proper knowledge transfer to service delivery and OpCo team
• acting as a technical mentor less experienced team members, fostering skill development and knowledge sharing
• contributing to the establishment and refinement of the appropriate deployment process collaborating with other teams to gather requirements and specifications for product configurations
• providing support to other Commerce teams by addressing technical queries, highlighting risks, and proposing improvements across different phases of the development cycle
• coordinating with development teams to maintain the highest quality standards for the product, ensure that all Heineken standards are applied
• collaborating with cross-functional teams, including Product Owners, Product Architects, and DevOps teams, to ensure seamless delivery and support of solutions
• staying updated on emerging technologies and trends in key technologies in our landscape
• working on continuous improvement of IT and business processes and their implementation in systems.

You are a good candidate if you have:

• 8+ years of working experience in a similar position developing IT solutions into large multi-nationals
• at least 5+ years of hands-on experience and in-depth knowledge of mandatory-to-know technologies
• strong understanding of configuration management principles and practices
• proven track record of delivering scalable, high-quality solutions. · Experience in the rollout of global solutions operating across global markets
• strong knowledge of distributed systems and integration methodologies
• experience with working in an Agile environment and collaboration with cross-functional teams to ensure successful delivery
• experience with automation testing tools
• strong communication skills
• experience in stakeholder management with the ability to influence stakeholders at all levels as well as balance views
• pragmatic, and collaborative team player
• a thrive in a fast-paced and changing environment and can learn new technologies fast
• problem-solving skills and ability to make critical technical decisions
• excellent written and verbal English.

Technology Stack & Software Development Background:

Mandatory to know:

• Genesys Cloud CX Expertise
• proficiency in core functionalities (user management, call routing, reporting, integrations)
• hands-on experience with installation, implementation, and configuration
• experience with Architect and bot configuration
• Contact Center Platform Migration: Proven ability to plan and execute migrations to Genesys Cloud CX
• Scripting and Automation: Skilled in Python and JavaScript, with API and SQL database knowledge
• Integration Experience: Experience integrating CRM/WFM systems
• Cloud and Telephony: Understanding of cloud technologies and contact center best practices. Solid grasp of telephony concepts (SIP, VoIP, ACD, PSTN)
• Troubleshooting and Monitoring: Expertise in monitoring and troubleshooting cloud-based telecom services and infrastructure, including performance issue resolution.

Good to know:

• Microsoft Technologies: Familiarity with Microsoft Dynamics 365 and Power Platform (Power Apps, Power Automate, Power BI)
• Genesys Cloud Certifications: Relevant Genesys Cloud certifications
• Session Border Controllers (SBC): Experience with SBCs
• Collaboration Tools: Proficiency with Confluence, JIRA, and Azure DevOps.

You are a perfect match if you also have:

• Genesys Cloud certifications.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

We Offer:

• 🏠 Flexible Work from Home scheme
• 💸 Attractive Performance Bonus
• 🚗 Parking Space for Employees
• ⏰ Flexible working hours
• 💳 Sodexo Card
• ☂ Life Insurance
• ➕ Employee Referral Programme
• 🌐 Job Opportunities within HEINEKEN
• 🩺 Private Medical Healthcare
• ⭐ Social Events