Contact Platform Engineer

SoFi•Frisco, TX

About The Position

The Contact Platform Engineer is a strategic technical lead focused on the evolution of SoFi’s omni-channel interaction stack. This role serves as the primary architect and data researcher for the member journey and may perform system configuration as needed. The successful candidate will mine historical IVR and chat data to identify customer friction points and translate those insights into high-level blueprints. You will act as the bridge between Operations and Engineering, designing the "what" and "why" so that technical teams can execute the "how".

Requirements

5+ years of experience in systems architecture, business intelligence, or operations technology.
Expert-level Analytical Skills: Proficiency in mining data from telephony or CCaaS platforms to find the "story" behind the metrics.
Demonstrated Blueprinting Experience: Ability to create professional system diagrams and workflow logic for Engineering hand-offs.
Strong Communication: Ability to "translate" between high-level business problems and deep technical requirements.
Platform Knowledge: Familiarity with modern CCaaS/Chatbot capabilities is required to design effectively, though hands-on configuration is not part of this role.

Nice To Haves

Preferred Bachelor degree or technical discipline or 5+ years of relative experience
Preferred contact analysis platform, voice bot, DataGrip, SQL & BI platforms

Responsibilities

Analyze historical IVR, chatbot, and transcript data to identify why members are failing to self-serve.
Go beyond platform metrics to identify "friction-heavy" call/chat types that require high agent effort.
Quantify the business impact of proposed enhancements using data-driven projections.
Monitor post-launch performance to validate that designed blueprints achieved intended friction reduction.
Translate identified operational gaps into comprehensive technical blueprints and interaction flows.
Define the "Definition of Ready" for Engineering partners, including detailed requirements and logic maps.
Conduct design sessions to ensure proposed solutions are scalable and aligned with enterprise standards.
Front-end configuration on contact platforms, as needed.
Lead cross-functional meetings with Product, Engineering, and Operations to align on project scope and needs.
Act as the subject matter expert (SME) during the development lifecycle demonstrating product expertise to clarify architectural intent and product and member benefits.
Maintain the long-term roadmap for contact platform enhancements based on emerging member needs.