Omnichannel Solutions Engineer at Sunlighten UK United Kingdom
Salary and benefits Salary Range: £45,000–£65,000 + Bonus + pension scheme and health insurance for 4-6 years' experience, possibility of negotiation for candidates with 7+ years of experience Candidates with Five9, Salesforce, APIs, and Omnichannel Architecture expertise.
Position Summary
Sunlighten is seeking an experienced Omnichannel Solutions Engineer to lead the design, engineering, optimization, and continuous improvement of our customer engagement ecosystem across the United Kingdom.
Reporting to the Director of Business Systems & Integrations, this role partners closely with the US Omnichannel Solutions Engineer to ensure global consistency while supporting the UK business. The role owns the technology connecting customers with Sales and Customer Care across voice, digital, and messaging channels, including lead distribution, IVR, outbound dialing, live chat, SMS, Salesforce integrations, and custom API solutions.
Why Sunlighten?· Global Innovation & Growth: A family-owned business with 25+ years of pioneering infrared technology, now expanding rapidly in the UK and Europe.
· A Thriving Industry: The global wellness market is projected to hit $7 trillion by 2026—be part of this dynamic movement.
· Prestigious Clientele: Our saunas are trusted by Cristiano Ronaldo, numerous elite sports institutions, hotels, spas, wellness clinics, and celebrities worldwide.
· New UK London Headquarters: To meet growing demand, we’ve launched new offices, near Oxford Circus with a sauna studio showroom and a day spa.
Key Responsibilities
· Own the UK omnichannel customer engagement platform and lead routing strategy.
· Administer and optimize Five9 (or comparable platform): IVR, routing, queues, campaigns, dialers, agent desktop, reporting.
· Design and maintain Salesforce Sales Cloud and Service Cloud integrations.
· Build and optimize lead routing, opportunity routing, lead scoring, and workflow automation.
· Develop and support REST API, Zapier, and custom integrations.
· Partner with Salesforce and NetSuite developers on enterprise solutions.
· Gather business requirements and translate them into scalable technical solutions.
· Continuously improve customer experience, routing accuracy, sales conversion, and agent productivity.
Required Qualifications
· 4+ years supporting enterprise contact center solutions.
· Five9 experience preferred (Genesys, NICE CXone, Talkdesk, Amazon Connect, Cisco Webex Contact Center also considered).
· Strong Salesforce Sales Cloud and Service Cloud experience.
· Experience with APIs, CRM integrations, IVR, dialers, routing logic, and customer engagement workflows.
· Strategic thinker with hands-on engineering capability.
Preferred Qualifications
· Five9 Certification.
· Salesforce Administrator or Platform certifications.
· Marketing Cloud experience.
· Experience with Live Chat, Attentive, SMS360, or similar platforms.
· JavaScript, Python, .NET, REST APIs, Zapier.
Success Measures (First 12 Months)
· Increased delivery rate
· Increase lead response speed.
· Improve routing accuracy.
· Increase sales conversion through dialing optimization and scoring strategies.
· Reduce abandoned calls.
· Improve Ready-to-Sell and Ready-to-Serve time.
· Deliver scalable integrations across Salesforce, Five9, Live Chat, SMS, and future engagement platforms.
Pay: £45,000.00-£65,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Private medical insurance
- Sick pay
Application question(s):
- Do you have five9 experience?
Experience:
- Salesforce: 4 years (required)
Work Location: In person
