Technical Lead, Customer Engagement Platform

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together! What We Do… We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year. About the Technical Lead, Customer Engagement Platform role.. We are looking for a strong hands-on Technical Lead to own and evolve our customer engagement platforms across current and future-state systems. This is a deep technical role for someone who can design, build, integrate, and optimise customer support and engagement platforms in a fast-changing environment. Today, the role will work across platforms such as Intercom and Salesforce Service Cloud. Over time, the role will also help evaluate, implement, and scale future-state solutions such as DevRev, Amazon Connect, Zendesk, Genesys, and other customer engagement technologies. The right person for this role is not defined by one tool. They are a strong developer first, with the technical depth and adaptability to work across platforms, build AI-enabled use cases, and lead delivery from architecture through to production support. . What you’ll do… 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 What you have… 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 Our Perks & Benefits… 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 Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch. When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.