FBS SR Solutions Engineer (Call Center)

FBS – Farmer Business Services is part of Farmers Insurance operations, partnering with Capgemini as the Employer of Record. The Sr Solution Engineer will serve as the senior technical lead responsible for managing IT resources and driving overall technology delivery for the Service Operations organization.

Key Responsibilities:

• Recognized as an expert to provide a systems view and accountable for all technology within a line of business including pioneering design, requirement best practices, CI/CD pipelines, and product roadmaps.
• Leads the solution priorities and work across IT to deliver outstanding program outcomes.
• Partners with Architecture, Business stakeholders, QA and Development teams to drive strategic initiatives and/or large solutions that may run across one or more trains and/or business unit departments.
• Collaborates with Agile teams/trains and stakeholders to elaborate the solution, validate technology assumptions, evaluate implementation alternatives, and converge on the final solution.
• Acts as the servant leader of the solution, allowing the train to run smoothly by identifying and resolving constrictions across the entire solution.
• Works independently to lead several technical programs, setting priorities for products and engineering, leading cross-functional teams to take products to market, ensuring success metrics are informing future efforts, and quickly adjusting the program.
• Utilizes advanced level understanding of business objectives, products and makes informed technology recommendations.
• Manages non-functional requirements and compliance to standards.
• Accountable for all business unit technology, including architecture patterns, CI/CD pipelines, code review software, COTS etc.
• Provides direction and supervision for multiple ARTS/teams and solves unique problems having a broad impact on Farmers.
• Manages suppliers, associated strategy, and enables continuous delivery.

Requirements:

• 8+ years of experience in software engineering, solution engineering, or technology program leadership.
• Proven background supporting customer service, contact center, or service operations environments.
• Full English Fluency.
• Insurance Experience / Knowledge (Very Desirable) or at least Finance Sector Experience.
• Managing IT Delivery projects, providing technical leadership, managing delivery.
• Technical acumen (IT background, programming, technical position) worked with architects.
• Overlapping with the US Pacific Time Zone for a 2-3hrs a day (MUST).

Technical Skills:

• Salesforce - Intermediate (4-6 Years) or experience with other CRMs.
• Google Cloud - Intermediate (4-6 Years).
• RPA, UI Path.
• Node JS.
• Python.
• Architecture Knowledge.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Career development and training opportunities.
• Flexible work arrangements (remote and/or office-based).
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training & Development.