Lead Solutions Engineer

Who We Are

• Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Position Overview

• We are seeking a highly skilled Lead Solutions Engineer. This role combines the customer-facing expertise of a Sales Engineer with the technical capabilities of a Lead Engineer. The ideal candidate will collaborate closely with our Amazon Connect Architect to translate architectural designs into actionable work items and ensure the successful implementation of client solutions. While the role does not include direct management of team members, it involves mentoring the team, ensuring quality deliverables, and participating in client engagements such as sales presentations and requirements gathering.

Key Responsibilities:

• AWS Collaboration: Build and maintain a strong partnership with AWS; work closely with our AWS account team on opportunities to introduce new feature sets into our environment, including a focus on AI capabilities around the Amazon Connect product.
• Break down high-level architectural designs into manageable, actionable tasks for the development team.
• Ensure adherence to architectural guidelines and principles throughout the project lifecycle.
• Act as a liaison between the Architect and the development team to facilitate smooth communication and implementation.

• Sales Engineer Role: Support the sales team by participating in client presentations and technical demonstrations of Amazon Connect's capabilities.
• Assist in crafting proposals, RFP responses, and implementation strategies tailored to client needs.
• Translate technical details into business-focused benefits for client stakeholders.

• Requirements Gathering and Analysis: Conduct client meetings with the PMO to gather requirements and understand their business challenges.
• Work with clients to refine and validate technical requirements, ensuring alignment with Amazon Connect's capabilities and integration possibilities.
• Drive product improvement by gathering feedback from clients and internal teams to help improve existing products and develop new ones.

• Lead Engineer Role: Oversee the technical execution of work items, ensuring high-quality deliverables within agreed timelines.
• Actively participate in the development and implementation of technical solutions.
• Review and validate team outputs to maintain standards of performance, scalability, and security.
• Stay updated on Amazon Connect and CRM integration best practices, applying them to client solutions.

• Team Mentorship and Support: Provide mentoring to team members to enhance their technical skills and understanding of Amazon Connect and related integrations.
• Offer guidance and support on complex technical issues, fostering a collaborative and growth-oriented team environment.

Requirements

• Hands-on experience with Amazon Connect and its integration with CRM platforms such as Salesforce, Oracle, and Zendesk.
• Strong understanding of AWS services, including Lambda, DynamoDB, S3, and IAM.
• Proficiency in programming/scripting languages such as JavaScript, Python, or Node.js.
• Excellent communication skills, with the ability to effectively engage both technical and non-technical stakeholders.
• Demonstrated ability to break down complex architectures into actionable tasks.
• Familiarity with API integrations, contact center workflows, and telephony systems.

Preferred:

• AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, or AWS Certified Machine Learning.
• Experience as a Sales Engineer or similar role involving client presentations and technical demonstrations.
• Knowledge of Agile development methodologies and DevOps practices.
• Familiarity with industry best practices in contact center management, including IVR design and real-time analytics.

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting

Equal Opportunity Employer/M/F/H/V