Technical Lead, Customer Engagement Platform

SiteMinder

Technical Lead for customer engagement platforms at SiteMinder. Designing, building, and optimizing customer support and engagement technologies.

Posted 6/14/2026full-timePune • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Own the technical design, build, and ongoing evolution of customer engagement platforms across current and future-state systems
Lead hands-on delivery of platform customisations, integrations, workflows, and automation
Build AI-enabled use cases on top of the platform landscape, including RAG, agent assist, co-pilot, workflow automation, and agentic experiences
Design and implement integrations across customer platforms and core enterprise systems, including Salesforce, AWS-based services, internal data sources, and adjacent business systems
Partner closely with Customer Success, Onboarding, and Support teams to optimise platform usage, improve agent experience, and lift operational efficiency
Work with Product and business stakeholders to translate requirements into scalable technical solutions
Provide technical leadership on platform selection, architecture decisions, proof of concepts, and implementation planning as SiteMinder progresses through future-state platform decisions
Maintain platform health, reliability, security, performance, and operational support practices
Establish engineering standards for configuration, development, release management, documentation, testing, and support
Identify opportunities to simplify the vendor and platform landscape while improving business outcomes
Mentor team members and provide leadership across delivery partners, vendors, and internal contributors where required

Requirements

What you’ll need

Strong hands-on software engineering background with experience building and delivering enterprise-grade solutions
Deep experience in at least one major platform ecosystem such as AWS or Salesforce, with the ability to adapt quickly across other platforms
Proven experience integrating SaaS platforms, enterprise systems, and APIs in a complex business environment
Strong experience designing and delivering workflow automation, system integrations, and platform customisations
Experience building AI use cases such as RAG, agent assist, workflow orchestration, and agentic patterns
Strong technical architecture skills, including integration design, event-driven patterns, security, scalability, and maintainability
Deep experience implementing and maintaining CTI or Voice infra solutions
Experience working closely with business stakeholders to solve operational problems with pragmatic technical solutions
Ability to lead technical delivery while remaining deeply hands-on in execution
Strong communication skills and the ability to work across technical and non-technical teams
Experience with customer engagement or customer support platforms such as Intercom, Salesforce Service Cloud, Amazon Connect, DevRev, Zendesk, or Genesys
Experience in customer operations, service, onboarding, or support domain workflows
Experience with AWS services relevant to AI and integration patterns
Experience with Salesforce platform development
Experience working in environments where platform strategy is still evolving and tool choices are not yet fixed
Experience leading platform modernisation, vendor implementation, or RFP-aligned technical evaluation

Benefits

Comp & perks

Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Flexibility to work in a Hybrid model (2-3 days in-office)
Paid birthday, study and volunteering leave every year
Sponsored social clubs, team events, and celebrations
Employee Resource Groups (ERG) to help you connect and get involved
Investment in your personal growth offering training for your advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

software engineeringenterprise-grade solutionsworkflow automationsystem integrationsplatform customisationsAI use casesintegration designevent-driven patternsCTI solutionsVoice infrastructure

Soft Skills

technical leadershipcommunication skillsproblem-solvingmentoringcollaborationadaptabilitypragmatic solutionshands-on executionstakeholder engagementoperational efficiency