Contact Platform Engineer

Overview The Senior Telephony Engineer supports and maintains the systems, applications, and integrations that power SoFi’s Operations organization. This role blends technical expertise with process understanding and advanced analytical skill — ensuring that operational tools are configured, governed, and optimized to meet business needs and scale efficiently. This role will be primarily focused on leveraging data and key insights to optimize member interactions within the telephony platform and use these insights to consistently drive actionable solutions which provide enhanced self‑service and improve member experience. This role requires a demonstrated passion for helping our members thrive in their financial journey. As part of the Operations Infrastructure team, this individual contributor works closely with the Team Lead as well as Product, Engineering, and Operations partners to deliver reliable, well‑documented, and data‑driven solutions that improve the efficiency and effectiveness of Operations. This position combines expertise in these existing Job Profiles — with a focus on hands‑on system management and continuous improvement: solutions architecture (40%) enterprise applications (30%) program management (20%) systems administration (10%) Core Responsibilities Solutions Architecture (40%) Translate operational requirements into technical configurations, workflows, and integrations within enterprise systems. Participate in solution design sessions and provide recommendations to ensure scalability, maintainability, and alignment with established standards. Develop, configure, test, and validate system changes or integrations under the direction of the team lead. Contribute to system diagrams, configuration playbooks, and architecture documentation. Diagnose complex issues and develop production fixes or enhancements in collaboration with technology partners and vendors. Enterprise Applications (30%) Support and maintain enterprise and SaaS applications used across Operations. Perform day‑to‑day configuration, user access management, and data validation to ensure system accuracy and performance. Build and manage operational reports and dashboards to provide visibility into metrics and workflows. Identify process inefficiencies and propose system improvements or automations. Create and maintain user guides, documentation, and training materials to support system adoption. Project Execution (20%) Execute assigned project tasks and deliverables within defined timelines and scope. Partner with cross‑functional teams to document requirements, test solutions, and support rollout activities. Track and communicate progress to project leads, escalating blockers or risks as needed. Contribute to implementation plans, testing scripts, and user acceptance testing efforts. Participate in retrospectives and continuous improvement reviews to optimize team processes. Systems Administration (10%) Support system maintenance, monitoring, and performance activities in partnership with IT and Infrastructure teams. Assist with system upgrades, environment configuration, and deployment preparation. Maintain documentation for system changes, release notes, and environment details. Proactively identify system or process issues and recommend corrective actions. Collaboration & Team Responsibilities Work under the direction of the Operations Infrastructure Lead/Manager to execute priorities and maintain system consistency across environments. Partner closely with business stakeholders to understand operational challenges and translate them into technical requirements. Share knowledge across the team and contribute to improving configuration standards and documentation practices. Provide responsive and thoughtful support to internal users and partners. Qualifications 3‑5 years of experience in enterprise applications, systems administration, or operations technology roles. Hands‑on experience configuring or supporting SaaS platforms or enterprise tools that enable large‑scale operations. Strong analytical and problem‑solving skills with a focus on data accuracy and system integrity. Ability to communicate clearly with both technical and business audiences. Familiarity with system integrations, workflow design, and reporting tools preferred. Experience with IT governance, change management, or incident tracking systems is a plus. 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 View email address on click.appcast.io. Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time. #J-18808-Ljbffr Israelvcforum