Solution Engineering Lead 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 Solution Engineering Lead, you will be a leader of Contact Center Team, combined mostly of Solution Engineers, configuring, developing, implementing and integrating solutions, based on Genesys Cloud CX used by specific business processes across OpCos (operating companies), to better serve their customers. You will need to understand the business needs, helping Product Architect(s) and Product Owner(s) to convert those needs into solution architecture specifications and services in line with overall standards and roadmaps. You will guide the team with technical strategy and ensure alignment with both architecture and business objectives. The role involves also hands-on work approx., 60-80% of the time. Additionally, you will lead the growth of the team, setting up new standards and ensuring the highest quality in all processes. You will also be responsible for introducing and integrating new features, such as advancements in artificial intelligence, to enhance the team's capabilities. Your leadership will drive excellence in solution engineering practices, delivering high-quality solutions throughout the solutions development lifecycle in our Commerce IT landscape. You will foster a culture of technical creativity and ensure the team stays ahead of technology trends.

Your responsibilities would include:

• leading a team of team members (mostly Solution Engineers) with varying experience, in designing, configuring, developing and delivering IT solutions, within the Genesys Cloud CX tech stack
• leading your team from a technical standpoint, and driving operational excellence
• being an individual contributor (~60-80%) customizing, configuring, and engineering the solutions, jointly with the team
• integrating solutions with other Heineken systems and data sources to ensure seamless data flow and process automation
• ensuring and guiding the team to adhere to solution standards, architectural guidelines
• hiring, onboarding, mentoring, and developing engineering talents, fostering a culture of learning, collaboration, and continuous improvement
• overseeing and solving immediate technical challenges
• coordinating solutions development and addressing technical debt in the team; be a "go-to person" for technical decisions and problem-solving collaborating with Product Owner(s) and Engineering Manager to assure, that the team has a stable workload and a backlog of the proper size
• being involved in cross-functional discussions, representing the domain in broader technical discussions across domains.
• proactively taking ownership of all technical responsibilities, collaborating closely with our in-house development teams, Pen Test vendors, and other technical partners to resolve challenges and drive successful outcomes.
• creating a process for documentation and knowledge transfer to ensure ongoing support and facilitate easy transfer of knowledge. Ensure that these resources are up-to-date and accessible.

You are a good candidate if you have:

• about 8 years of working experience in supporting the Contact Center and 3+ years in a lead role
• hands-on experience and in-depth knowledge of mandatory to know technologies
• experience in rollout global solutions operating across global markets
• proven ability to lead teams of engineers with varying experience and adapt to team sizes from small to large, being also pragmatic and collaborative team player
• experience with working in an Agile environment
• experience in working in diverse projects with varying technologies, products, and systems
• strong problem-solving skills and ability to make critical technical decisions
• ability to guide/mentor other team members
• stakeholder engagement/influence skills
• a thrive in a fast-paced and changing environment and see challenges as an opportunity to improve
• ability to take initiative, demonstrating resourcefulness and proactive problem-solving
• strong capability to work effectively in situations of ambiguity, adapting to evolving needs and priorities
• familiarity with security best practices and compliance requirements within enterprise applications
• 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