Contact Platform Engineer

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Overview

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".

Expertise Breakdown

• Data Mining & Friction Analysis (40%): Identifying trends in IVR/Chat performance and agent-handled friction.

• Solutions Architecture & Blueprinting (40%): Designing the technical workflows and cross-functional requirements.

• Strategic Collaboration (20%): Partnering with Engineering and Ops to drive the roadmap.

Core Responsibilities

Insight Engineering & Data Mining (40%)

• 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.

Solutions Architecture & Blueprinting (40%)

• 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.

Strategic Collaboration (20%)

• 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.

Qualifications

• 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.

• Preferred Bachelor degree or technical discipline or 5+ years of relative experience

• Preferred contact analysis platform, voice bot, DataGrip, SQL & BI platforms

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.