Solution Engineer

Etraveli Group; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Benefits offered by this job

EAP

Term Life Insurance

Mediclaim

Meal Coupons

Incentives

L&D Sessions

Job summary

Etraveli Group is seeking a System Solution Engineer to oversee the core Customer Services tech stack, including Genesys Cloud, Zendesk, and Teramind. You will lead multi-year roadmaps, ensure system stability, and drive feature adoption to maximize agent efficiency and customer satisfaction.

You will design and implement complex configurations, integrations, and small-scale microservices using Python/Go/JavaScript, while collaborating with cross-functional teams across our global platforms.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years IT experience supporting applications and infrastructure in a contact center or large-scale enterprise environment.
• Proven experience as a solutions architect or lead engineer with a strong project delivery portfolio.
• Strong experience with customer service platforms (Genesys Cloud, Zendesk, Teramind, WFM).
• Expertise in designing systems on cloud platforms such as AWS or Google Cloud.
• Knowledge of microservices, APIs and RESTful services.
• Programming knowledge (Python, Go, or JavaScript) for ad-hoc scripts and integrations.

Responsibilities

• Own the technical health and multi-year roadmap for CS IT systems portfolio including Genesys Cloud, Zendesk, Teramind.
• Define and govern integration strategies for telephony, CRM, WFM to ensure data flow and unified agent experience.
• Manage vendor relationships, budgets and capacity planning; provide L3 SME guidance.
• Stay current on CS tech landscape and drive feature adoption.
• Review requirements and translate into system configurations and changes.
• Develop ad-hoc scripts and integrations to support platforms.

Skills

Solutions architecture

Cloud platforms (AWS/GC)

Scripting for integrations

Education

Bachelor's degree or equivalent experience

Tools

Genesys Cloud

Zendesk

Teramind

WFM systems

AWS

Google Cloud

Microservices

RESTful APIs

Python

Go

JavaScript

Job description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group's flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden's leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

Job Purpose

The System Solution Engineer is accountable for the strategic oversight, successful implementation and reliable maintenance of the core Customer Services technology stack, including systems like Genesys, Zendesk, Teramind, and associated Data & Quality Management (QM) tools. This role acts as the primary subject matter expert, ensuring system stability, optimal performance, and continuous feature adoption. The purpose is to maximize agent efficiency, ensure compliance and align the capabilities of these platforms directly with operational objectives to deliver a seamless, high-quality agent & customer experience.

Duties & Responsibilities

• System Ownership & Strategy: Take full ownership of the technical health, lifecycle management, and multi-year roadmap for the entire Customer Services IT systems portfolio (including Genesys Cloud, Zendesk, Teramind, and integrated 3rd party tools).
• Cross-System Integration: Define and govern the strategic approach for integrating different platforms (telephony, CRM, WFM, QA) to ensure data flow, system compatibility, and a unified agent experience.
• Vendor & Budget Management: Manage key technology vendor relationships and oversee system-related budgets and capacity planning.Provide L3 subject matter expertise and guidance on how agents and supervisors can best utilize the appointed systems.
• Maintain an expert-level understanding of new features and market trends across the CS technology landscape to drive continuous feature adoption.
• Assesses situations to make appropriate recommendations based on operational needs.
• Adheres to support processes and best practices.
• Prepares and/or reviews functional requirements documentation.
• System Configuration, Development & Change Management: Design, develop, test, and deploy complex system configurations, integrations, and changes based on business requirements.
• Hands-on Coding: Write and maintain ad-hoc scripts, APIs, and microservices (e.g., using Python, Go, or JavaScript) to facilitate system integrations and custom functionality.
• Adapts to prestigeless work within a small team environment.
• Participate in operational meetings for technical guidance and solution proposals.

Qualification / Personal Characteristics

• Bachelor's degree or equivalent experience.
• 5 or more years of IT experience supporting applications and infrastructure in a contact center or large-scale enterprise environment.
• Proven experience as a solutions architect or lead engineer, with a strong portfolio of successfully delivered projects.
• Strong, demonstrable experience with Customer Service platforms (e.g., Genesys Cloud, Zendesk, Teramind, WFM systems).
• Expertise in designing systems on cloud platforms such as AWS or Google Cloud.
• Strong knowledge of microservices architecture, APIs and RESTful services.
• Programming knowledge (Python, Go, or JavaScript preferred) for ad-hoc scripts and integrations.
• Ability to troubleshoot and diagnose issues related to hardware, software, VoIP or network connectivity.
• Strategic Communication & Stakeholder Alignment: Excellent communication skills to articulate complex technical issues and translate system capabilities into business value for both technical and non-technical stakeholders (e.g., leadership, operations teams).
• Analytical & Problem Solving Mindset: Ability to think strategically, solve complex, cross-functional technical problems, and demonstrate strong analytical skills with a hands-on approach.
• Organizational & Team Skills: Prestigeless team player with strong organizational, detailed orientation, and planning skills to manage multiple priorities effectively.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Benefits

What's in it for You?

• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges - covering counseling, or financial guidance, and more - to help maintain well-being and performance.
• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
• Meal Coupons: A tasty perk to fuel your workday - delicious meals or snacks on us!
• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off - literally.
• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions - boosting your skills and career progression.

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds.

During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.