Customer Engagement Lead Engineer

Chubb is seeking an experienced senior customer engagement and contact center solution architect to join our growing global collaboration engineering team. The Customer Engagement Engineer is responsible for development, implementation, and serviceability of Chubb’s contact center and is the expert technical resource for customer engagement transformation projects. The candidate embodies sound engineering principals and is highly collaborative, team leadership, creative, problem solving, and technically curious. This position will drive and manage strategic infrastructure initiatives and oversee engineering resources involved with our transformation projects. This role will also assist in establishing operational support models, self-service tools, process automation, and proactive monitoring required for a scalable and highly available communication service. This is a senior level technical role that requires executive presence and proven attention to detail, processes, and an engineering discipline of complex production enterprise environments. As a member of the broader Enterprise Infrastructure Services team, the candidate will have direct responsibility for diagnosing and resolving complex infrastructure issues and outages. Ideal candidates will possess proficiency in the leading contact center technologies and delivery experience of complex hybrid infrastructures including telecommunications, public & private clouds, and on-premise contact centers.

Responsibilities

• Architecture & engineering foundation: Understands the concept and execution of architecture and engineering in the development and deployment of NICE CXOne, Cisco, Microsoft, Genesys, and/or Avaya contact center & collaboration platforms.
• End user service orientation and business acumen: Initiate and proactively engage projects in response to business requirements and strategic infrastructure projects. Leadership role in program initiatives and comfortable with strategy, budgeting, finance, resourcing, and goal-oriented delivery.
• Program leader: Successfully lead large scale transformation programs that include complex integrations of many technology components from Cisco, Avaya, NICE CXOne, inContact, or Genesys. This includes the deployment of new voice, video, SMS, business chat messengers, WhatsApp, and supportive technologies. 
• Leading engineer role for all global contact center applications; including - cloud providers, internal/external infrastructure, telephone providers, interaction recording, workforce management, reporting, session border controllers, and integrated equipment, devices, and infrastructure.
• Solution engineering all customer engagement & contact center infrastructure transformation services for voice & video solutions, designing & configure global routing plans, software lifecycles, and overseeing operational departments processes and inventory.
• Next-Generation Conversational AI Technical curiosity and active development and learning how to integrate next-generation AI into self-service, agent assistance, and data analytics tools using conversational AI tools and LLMs (OpenAI, Claude, etc.)
• Contribute significantly to product design, documents, solution, development, DevOps, test plans and test execution
• Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery.
• Develop operational processes using efficient technologies & procedures for Move, Adds, and Changes telephony service.

 Qualifications

• At least 8-10 years of relevant experience with Customer Engagement Platforms, Contact Centers, ACD, IVR, and WFM, including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard
• Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment.
• Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with any of the following:
  • NICE CXOne, inContact
  • Genesys PureCloud / Engage Cloud
  • Cisco Contact Center Enterprise
  • Avaya Contact Center
• Hands on engineering expertise building & developing call flows and platform configuration, including API integrations and voice & chat infrastructures. 
• Development experience sending API requests and responses for advanced integrations with systems such as communication channels, CRM systems, and insurance policy systems.
• Experience configuring integrations with global telecommunications providers, SIP trunking, and knowledge of global routing and regulations.
• Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.
• Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include deploying new technologies, softphones, mobile workforces, and unified communications systems.
• Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations
• Knowledge and experience engaging with networking infrastructure teams (Firewall rules, QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, etc.) 
• Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.)
• Strong ability to identify, understand and communicate business needs and application architectures for technical projects.
• Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.
• Excellent written/verbal skills; ability to effectively communicate is required. Strong executive presence and presentation skills are a must.
• Experience in understanding and communicating technical concepts to a non-technical audience.
• Bachelor’s degree or equivalent work experience recommended.