FBS SR Solutions Engineer (Call Center)

FBS - Farmer Business Services is part of Farmers Insurance operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today's competitive marketplace.
We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.
Since we don't have a local legal entity, we've partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.
What to expect on your journey with us:
A solid and innovative company with a strong market presence
A dynamic, diverse, and multicultural work environment
Leaders with deep market knowledge and strategic vision
Continuous learning and development
The Sr Solution Engineer will serve as the senior technical lead responsible for managing IT resources and driving overall technology delivery for the Service Operations organization. This role supports critical call center applications and partners closely with architecture, business stakeholders, and Agile teams to enable strategic technology initiatives and large-scale enterprise solutions.
Key Responsibilities
Recognized as an expert to provide a systems view and accountable for all technology within a line of business including pioneering design, requirement best practices, CI/CD pipelines, and product roadmaps
Leads the solution priorities and work across IT to deliver outstanding program outcomes
Partners with Architecture, Business stakeholders, QA and Development teams to drive strategic initiatives and/or large solutions that may run across one or more trains and/or business unit departments
Collaborates with Agile teams/trains and stakeholders to elaborate the solution, validate technology assumptions, evaluate implementation alternatives, and converge on the final solution
Acts as the servant leader of the solution, allowing the train to run smoothly by identifying and resolving constrictions across the entire solution
Works independently to lead several technical programs, setting priorities for products and engineering, leading cross-functional teams to take products to market, ensuring success metrics are informing future efforts, and quickly adjusting the program
Utilizes advanced level understanding of business objectives, products and makes informed technology recommendations
Manages non-functional requirements and compliance to standards
Accountable for all business unit technology, including architecture patterns, CI/CD pipelines, code review software, COTS etc
Provides direction and supervision for multiple ARTS/teams and solves unique problems having a broad impact on Farmers
Manages suppliers, associated strategy, and enables continuous delivery
Requirements
8+ years of experience in software engineering, solution engineering, or technology program leadership.
Proven background supporting customer service, contact center, or service operations environments. MUST
Full English Fluency
Insurance Experience / Knowledge (Very Desirable) or at least Finance Sector Experience
Managing IT Delivery projects, providing technical leadership, managing delivery
Technical acumen (IT background, programming, technical position) worked with architects
Overlapping with the US Pacific Time Zone for a 2-3hrs a day (MUST)
Technical Skills
Salesforce - Intermediate (4-6 Years) or experience with other CRMs MUST
Google Cloud - Intermediate (4-6 Years)
RPA, UI Path
Node JS
Python
Architecture Knowledge PLUS
Benefits
This position comes with competitive compensation and benefits package:
Competitive salary and performance-based bonuses
Comprehensive benefits package
Career development and training opportunities
Flexible work arrangements (remote and/or office-based)
Dynamic and inclusive work culture within a globally renowned group
Private Health Insurance
Pension Plan
Paid Time Off
Training & Development
Important Hiring Conditions and Disclosures
By applying for this position, candidates acknowledge and agree that:
Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies
Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated
Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise
Failure to comply with these conditions may impact the hiring decision or employment continuation.

Work arrangement
Hybrid