Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. Overview The Contact Platform Engineer is a strategic technical lead focused on the evolution of SoFi’s omni-channel interaction stack. This role serves as the primary architect and data researcher for the member journey and may perform system configuration as needed. The successful candidate will mine historical IVR and chat data to identify customer friction points and translate those insights into high-level blueprints. You will act as the bridge between Operations and Engineering, designing the "what" and "why" so that technical teams can execute the "how". Expertise Breakdown Data Mining & Friction Analysis (40%) : Identifying trends in IVR/Chat performance and agent-handled friction. Solutions Architecture & Blueprinting (40%) : Designing the technical workflows and cross-functional requirements. Strategic Collaboration (20%) : Partnering with Engineering and Ops to drive the roadmap. Core Responsibilities Insight Engineering & Data Mining (40%) Analyze historical IVR, chatbot, and transcript data to identify why members are failing to self-serve. Go beyond platform metrics to identify "friction-heavy" call/chat types that require high agent effort. Quantify the business impact of proposed enhancements using data-driven projections. Monitor post-launch performance to validate t