Solution Engineer - Google CCAAS

About the role

This position collaborates with business stakeholders and technical teams to deliver technical solutions that support complex business initiatives. The role acts as a knowledgeable resource to provide systems-level views of technology and devise technical solutions aligned with business objectives. It focuses on enhancing solution design, optimizing development processes, and effectively implementing CI/CD pipelines to deliver impactful solutions that meet business needs.

Responsibilities

• Engages with cross-functional business stakeholders and technical teams to understand and address complex initiatives within a business unit or at the enterprise level.
• Participates in discussions to gather requirements, develop solutions, validate technology assumptions, and evaluate implementation alternatives.
• Influences solution strategies by leveraging in-depth business knowledge and practical experience in solution engineering.
• Led multiple technical projects simultaneously by prioritizing and coordinating solution engineering efforts across teams and initiatives.
• Uses established performance metrics to measure effectiveness and make necessary adjustments.
• Manages non-functional requirements and ensures compliance with industry standards throughout the solution development and delivery process.
• Acts as a servant leader for the solution by ensuring Agile Release Trains operate effectively.
• Identifies and resolves constraints across the development and delivery process while collaborating with Release Train Engineers to coordinate delivery.
• Provides a systems view of the development lifecycle to guide technology delivery and align architecture with business objectives.
• Serves solutions with one or more Agile Release Trains or business units.
• Develops and refines technical designs to meet business requirements for complex solutions while ensuring scalability and performance.
• Collaborates with developers and Agile Release Trains to align solutions with enterprise architecture.
• Works with DevOps teams to implement and maintain CI/CD pipelines that streamline deployment and integrate new features.
• Engages with quality assurance teams to validate that technical solutions meet performance and reliability standards.
• Supports development and delivery of complex solutions by ensuring technical implementations align with product roadmaps and overarching business strategies.
• Maintains technical documentation for solutions to facilitate knowledge sharing and makes updates as architecture or functionality changes.
• Engages in continuous learning to stay current with trends and technologies in solution engineering.
• Shares best practices in solution engineering across business units and the enterprise to promote peer learning.
• Supports pioneering of design and development practices to promote innovation and improvement across solutions.

Requirements

• Proven software engineering and architecture experience, including 3 or more years in a technical lead or architect capacity on enterprise-grade digital platform programs.
• Expert-level Dialogflow CX knowledge: multi-flow architecture, playbook and generative AI agent design, webhook patterns, session management, and Conversational Agents (CCAI Platform) configuration.
• Deep GCP platform expertise, with practical experience across Cloud Run, Firestore, Pub/Sub, BigQuery, IAM, VPC, Secret Manager, and Cloud Armor in production environments.
• Hands-on integration architecture experience, including REST API design, event-driven patterns and case management workflows.
• Code-level fluency in Node.js and Python sufficient to review, guide, and contribute to production webhook services and integration components.
• Demonstrated experience in mentoring other developers, conducting code reviews, and handling delivery across time zones.
• Experience delivering programs under SAFe or equivalent scaled agile frameworks, including PI planning and cross-team dependency coordination.
• Proven ability to communicate complex technical architectures to executive and non-technical audiences, including preparation of architecture briefings and decision records.
• PREFERRED: Google Cloud Professional Cloud Architect certification.
• PREFERRED: Direct experience with CCAI Platform chat configuration and Vertex AI Agent Builder for generative AI chat agents.
• PREFERRED: Google CCaaS digital channel migration experience, particularly transitioning from legacy chat platforms to cloud-native AI-driven chat.

Qualifications

• Minimum 5 years of experience required in solution engineering, software development, systems architecture, or related.
• Experience with Agile methodologies and working in Agile teams preferred.
• Experience in the insurance industry preferred.

Education

• High School Diploma or equivalent required.
• Bachelor's degree preferred in computer science, engineering, or similar field.
• PREFERRED: Google Cloud Professional Cloud Architect certification.

Additional Qualifications

• Strong verbal communication and listening skills.
• Able to clearly communicate technical information to non-technical audiences.
• Demonstrated written communication skills.
• Effective interpersonal skills.
• Demonstrated problem solving skills.
• Able to troubleshoot and resolve complex technical issues.
• Possesses flexibility to work in a fast-paced, dynamic environment.
• Able to simultaneously handle multiple priorities.
• Demonstrated project management skills.
• Possesses strong technical aptitude.
• Proficient in Microsoft Office suite.
• In-depth knowledge of software architecture principles and design patterns.
• Strong proficiency in one or more phases of the software development lifecycle.
• In-depth knowledge of multiple systems and their key components.
• Familiarity with cloud platforms such as AWS, Azure, etc.

Physical Actions

• Frequently sits for prolonged periods of time, up to a full shift.
• Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces.
• Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance.
• Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.
• Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift.
• Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees.

Benefits

Commensurate with experience, qualifications and location. CA Only: $115,275 - $196,130 CO Only: $108,375 - $169,070 HI/IL/MN/VT Only: $108,375 - $181,060 MA Only: $108,375 - $181,060 MD Only: $108,375 - $181,060 DC/NJ/NY/OH Only: $108,375 - $196,130 Albany County, NY/Cleveland, OH: $115,275 - $169,070 WA Only: $108,375 - $205,750 Bonus Opportunity (based on Company and Individual Performance) 401(k) Medical Dental Vision Health Savings and Flexible Spending Accounts Life Insurance Paid Time Off Paid Parental Leave Tuition Assistance For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer