Omni - Channel Engineer
Sunlighten is on the lookout for an Omni-Channel Engineer! This person will serve as the Engineering Lead, responsible for developing and managing omni-channel solutions that ensure a consistent customer experience across multiple platforms, including online, mobile, social media, in-store, and call centers. This role enables customers to seamlessly engage with the Sunlighten brand, regardless of the channel they choose. As the Omni-Channel Engineer, your primary responsibility will be to deliver a unified customer view and ensure seamless transitions across channels. You will integrate communications—such as phone, email, chat, SMS, and social media—into a single, cohesive platform. This position plays a critical role in driving revenue and fostering brand loyalty by creating a seamless and exceptional customer experience.
Duties/Responsibilities:
- Develop and refine an omni-channel engineering strategy aligned with Sunlighten’s goals.
- Own the daily administration and engineering of all omni-channel systems, while managing native and custom integrations for all omni-channel software.
- Engineer and manage integrations for solutions such as Five9/Salesforce, Five9/NetSuite, Chat/Salesforce, SMS/Salesforce, and others.
- Collaborate with business leadership (Sales, Marketing, Customer Care, Logistics) and IT leaders to define, develop, and implement omni-channel solutions that support revenue growth and consumer brand engagement through seamless customer experiences.
- Work with IT and Business Intelligence teams to manage data flows, KPIs, and performance metrics for all omni-channel solutions to measure and enhance customer experience.
- Translate business requirements to functional and technical requirements, architecting, documenting, including diagraming solutions and communicating technical solutions to non-technical audiences.
- Manage Salesforce integrations for all omni channel software, which includes custom integrations and managed packages.
- Work with Sunlighten Technology team as an Engineering – Lead, to further enhance the skillset of the Sunlighten Technical Team.
- Triage and take ad-hoc requests as needed to support the business and bring ideas on how to continue to leverage automation.
- Responsible for upholding legal compliance for each omni channel solution.
- Minimum 4 years of experience with Omni Channel Engineering – call center software, chat, sms, and other digital engagement channels
- Advanced knowledge of Salesforce (including integrations, managed packages, and customizations).
- Expertise with Five9 is required along with similar omni-channel systems.
- Experience working with IT and Business Intelligence teams on data flows, KPIs, and analytics to optimize performance.
- Experience implementing and supporting integration platforms with deep knowledge of API’s
- Deep proficiency in engineering and managing custom and native integrations across software platforms, including API development and middleware solutions.
- A forward-thinking mindset, with a passion for identifying and implementing automation and innovative solutions.
- Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays
- Fully Equipped Fitness Center On-Site
- Lunch Program featuring a James-Beard Award Winning Chef
- Health (HSA & FSA Options), Dental, and Vision Insurance
- 401(k) with company contributions
- Profit Sharing
- Life and Short-Term Disability Insurance
- Professional Development and Tuition Reimbursement
- Associate Discounts on Saunas, Spa Products and Day Spa Services
Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
Sunlighten is excited to welcome a talented Omni-Channel Engineer to our innovative team! In this pivotal Engineering Lead role, you'll be at the heart of creating extraordinary customer experiences that seamlessly integrate across various platforms. Whether customers reach out through online channels, mobile apps, social media, in-store visits, or call centers, your expertise will ensure that they have a consistent and enjoyable interaction with the Sunlighten brand. As our Omni-Channel Engineer, you will take charge of developing an omni-channel engineering strategy that aligns with our business goals, making sure every communication channel—like phone, email, chat, SMS, and social media—works beautifully together. Your day-to-day will involve collaborating with various teams, including Sales, Marketing, and IT, to implement cutting-edge omni-channel solutions. You’ll also manage complex integrations with systems like Salesforce and Five9, ensuring everything runs smoothly to boost revenue and enhance brand loyalty. Plus, your strong analytical skills will help track key performance metrics to constantly refine the customer journey. We’re looking for someone who is forward-thinking, passionate about automation, and ready to take on challenges with a can-do spirit. If you’re ready to leverage your four years of experience in Omni Channel Engineering to help us create magical customer moments, Sunlighten is the place for you!
By
Sunlighten
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