Lead Solutions Engineer - Contact Center
Job title: Lead Solutions Engineer - Contact Center in San Antonio, TX at The Panther Group
Company: The Panther Group
Job description: Our client, a fast-growing technology consulting firm is seeking a Lead Solutions Engineer to help deliver innovative technical solutions within the CRM and contact center space. This is a client-facing role requiring a combination of strong technical expertise, consulting acumen, and strategic solution design experience. This position is fully remote.Responsibilities:
- Collaborate directly with clients, support business development efforts, and work closely with internal delivery teams to implement tailored, high-quality technical solutions.
- Architect and lead the implementation of technical solutions across the contact center ecosystem, including AI-powered knowledge bases, intelligent chatbots, and CRM system integrations.
- Develop proof-of-concepts (POCs) that demonstrate solution capabilities and align with client goals.
- Gather technical and business requirements from clients and translate them into scalable, actionable designs.
- Serve as the primary bridge between technical and non-technical stakeholders, ensuring alignment throughout project delivery.
- Partner with business development and sales teams during client engagements to provide subject matter expertise on contact center technologies and platforms.
- Contribute to proposal development and RFP responses with technically sound and client-aligned solutions.
- Engage in pre-sales activities by providing technical consultation and establishing trust with prospective clients.
- Ensure successful and high-quality delivery of solutions according to best practices and client expectations.
- Conduct design and code reviews to uphold technical standards and ensure scalability and maintainability.
- Identify technical risks and proactively develop mitigation strategies throughout the project lifecycle.
- Bachelors degree in Computer Science or related field.
- Minimum of 5 years in a technical leadership role with a focus on enterprise solutions.
- Strong development background with proficiency in .NET technologies (e.g., ASP.NET, .NET Core) and modern JavaScript frameworks (e.g., Angular, React).
- Hands-on experience with cloud platforms, particularly Microsoft Azure services such as Azure DevOps, Azure Functions, Logic Apps, and Azure Kubernetes Service (AKS).
- Experience with relational databases, particularly Microsoft SQL Server.
- Deep understanding of contact center ecosystems and platforms, including CRM tools (e.g., Salesforce, Zendesk), cloud contact centers (e.g., Amazon Connect), and AI-driven customer support technologies.
- Extensive consulting experience with client engagement throughout the full solution lifecyclefrom discovery to delivery.
- Strong knowledge of API integration and data flow architecture between enterprise platforms.
- Exceptional communication and presentation skills, with the ability to effectively convey technical concepts to business stakeholders.
- Relevant technical certifications such as AWS (Solutions Architect, Developer), Azure (Solutions Architect, AI Engineer, DevOps), or certifications in major CRM platforms are a plus.
- Experience with AI/ML solutions in customer service contexts, including AI chatbots and smart knowledge base systems.
- Familiarity with Agile development, DevSecOps practices, and continuous integration/delivery pipelines.