Solution Engineer - Google CCAAS

This position collaborates with business stakeholders and technical teams to deliver technical solutions that support complex business initiatives. The role acts as a knowledgeable resource to provide systems-level views of technology and devise technical solutions aligned with business objectives. It focuses on enhancing solution design, optimizing development processes, and effectively implementing CI/CD pipelines to deliver impactful solutions that meet business needs. The position ensures technology delivery is successful within lines of business and across the enterprise. It performs work independently while receiving limited guidance or direction., * Engages with cross-functional business stakeholders and technical teams to understand and address complex initiatives within a business unit or at the enterprise level. Participates in discussions to gather requirements, develop solutions, validate technology assumptions, and evaluate implementation alternatives. Influences solution strategies by leveraging in-depth business knowledge and practical experience in solution engineering.

• Leads multiple technical projects simultaneously by prioritizing and coordinating solution engineering efforts across teams and initiatives. Uses established performance metrics to measure effectiveness and make necessary adjustments. Manages non-functional requirements and ensures compliance with industry standards throughout the solution development and delivery process.
• Acts as a servant leader for the solution by ensuring Agile Release Trains operate effectively. Identifies and resolves constraints across the development and delivery process while collaborating with Release Train Engineers to coordinate delivery. Provides a systems view of the development lifecycle to guide technology delivery and align architecture with business objectives. Serves solutions with one or more Agile Release Trains or business units.
• Develops and refines technical designs to meet business requirements for complex solutions while ensuring scalability and performance. Collaborates with developers and Agile Release Trains to align solutions with enterprise architecture. Works with DevOps teams to implement and maintain CI/CD pipelines that streamline deployment and integrate new features. Engages with quality assurance teams to validate that technical solutions meet performance and reliability standards.
• Supports development and delivery of complex solutions by ensuring technical implementations align with product roadmaps and overarching business strategies. Monitors progress, resolves issues affecting delivery timelines, and contributes to technical problem-solving efforts during development and deployment phases. Collaborates with business stakeholders and technical teams to address challenges and optimize solutions.
• Maintains technical documentation for solutions to facilitate knowledge sharing and makes updates as architecture or functionality changes. Engages in continuous learning to stay current with trends and technologies in solution engineering. Applies learning to enhance own skills and impact the quality of work produced. Shares best practices in solution engineering across business units and the enterprise to promote peer learning. Supports pioneering of design and development practices to promote innovation and improvement across solutions. Performs other duties as assigned.

• Proven software engineering and architecture experience, including 3 or more years in a technical lead or architect capacity on enterprise-grade digital platform programs.
• Expert-level Dialogflow CX knowledge: multi-flow architecture, playbook and generative AI agent design, webhook patterns, session management, and Conversational Agents (CCAI Platform) configuration.
• Deep GCP platform expertise, with practical experience across Cloud Run, Firestore, Pub/Sub, BigQuery, IAM, VPC, Secret Manager, and Cloud Armor in production environments.
• Hands-on integration architecture experience, including REST API design, event-driven patterns and case management workflows.
• Code-level fluency in Node.js and Python sufficient to review, guide, and contribute to production webhook services and integration components.
• Demonstrated experience in mentoring other developers, conducting code reviews, and handling delivery across time zones.
• Experience delivering programs under SAFe or equivalent scaled agile frameworks, including PI planning and cross-team dependency coordination.
• Proven ability to communicate complex technical architectures to executive and non-technical audiences, including preparation of architecture briefings and decision records.
• Preferred: Google Cloud Professional Cloud Architect certification.
• Preferred: direct experience with CCAI Platform chat configuration and Vertex AI Agent Builder for generative AI chat agents.
• Preferred: Google CCaaS digital channel migration experience, particularly transitioning from legacy chat platforms to cloud-native AI-driven chat., * Minimum 5 years of experience required in solution engineering, software development, systems architecture, or related.
• Experience with Agile methodologies and working in Agile teams preferred.
• Experience in the insurance industry preferred., * High School Diploma or equivalent required.
• Bachelors degree preferred in computer science, engineering, or similar field.
• Preferred: Google Cloud Professional Cloud Architect certification.

Additional Qualification

• Strong verbal communication and listening skills. Able to clearly communicate technical information to non-technical audiences.
• Demonstrated written communication skills.
• Effective interpersonal skills.
• Demonstrated problem solving skills. Able to troubleshoot and resolve complex technical issues.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Ability to simultaneously handle multiple priorities.
• Demonstrated project management skills.
• Possesses strong technical aptitude. Proficiency in Microsoft Office suite. In-depth knowledge of software architecture principles and design patterns. Strong proficiency in one or more phases of the software development lifecycle. In-depth knowledge of multiple systems and their key components. Working knowledge of CI/CD pipelines and version control systems. Familiarity with cloud platforms such as AWS, Azure, etc.

Physical Actions

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.

• Farmers offers a competitive salary commensurate with experience, qualifications and location. o CA Only: $115,275 - $196,130 o CO Only: $108,375 - $169,070 o HI/IL/MN/VT Only: $108,375 - $181,060 o MA Only: $108,375 - $181,060

• o MD Only: $108,375 - $181,060 o DC/NJ/NY/OH Only: $108,375 - $196,130 o Albany County, NY/Cleveland, OH: $115,275 - $169,070 o WA Only: $108,375 - $205,750

• Bonus Opportunity (based on Company and Individual Performance)

• 401(k)

• Medical

• Dental

• Vision

• Health Savings and Flexible Spending Accounts

• Life Insurance

• Paid Time Off

• Paid Parental Leave

• Tuition Assistance

At Farmers, we're not just known for unforgettable jingle - we're a team with a passion for purpose and making a real difference in people's lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal - it's a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you'll find more than a job - you'll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let's build something incredible together! Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered., Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly. Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.