Who we are

“Welcoming”, “Collaborative” and “Having the opportunity to make an impact” - is how our employees describe working here.  Galileo is a financial-technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at www.galileo-ft.com. 

The role:

You will steward the 'building blocks' of modern fintech. Our APIs empower clients to build unique financial experiences, meaning your team's work directly powers the innovation of some of the world's largest fintechs.

What you’ll do:

• Build the Golden Path: Design and deliver reusable frameworks and shared infrastructure that help product squads ship secure, observable, and compliant services by default.
• Create Platform Abstractions: Identify repeated implementation patterns and turn them into modular platform components that reduce duplication and simplify service development.
• Improve Traceability and Observability: Drive adoption of common telemetry and request-correlation patterns so teams can troubleshoot and operate services more effectively.
• Advance Contract-First Development: Help make technical contracts the source of truth for service development, with tooling that keeps implementation, documentation, and schemas aligned.
• Raise the DX (Developer Experience) Bar: Build platform tools that teams adopt because they are faster, clearer, and easier to use than bespoke alternatives.
• Navigate Trade-offs Well: Make sound technical decisions that balance standardization, delivery speed, and the practical needs of individual teams.
• Partner Across Teams: Work closely with engineers, managers, and adjacent platform teams to align on patterns, priorities, and rollout plans.
• Mentor Through Practice: Coach engineers through design reviews, code review, docs, and shared implementation work; help maintain core platform libraries and support an innersource contribution model.

What you’ll need:

• Bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.
• Distributed Systems Experience: 8+ years of experience designing and scaling resilient software systems, ideally with strong Python experience.
• Platform Mindset: Experience building shared libraries, services, proxies, or frameworks used by internal engineering teams.
• Modern SDLC Depth: Hands-on experience with CI/CD, automated testing, schema validation, and production delivery pipelines.
• Cross-Team Influence: A track record of driving technical direction and gaining buy-in from peer teams and stakeholders without direct authority.
• Cloud & Kubernetes Experience: Strong experience with AWS and Kubernetes-based environments.
• Pragmatic Engineering Judgment: Ability to identify when a problem should be standardized, abstracted, or left local.

Nice to have:

• Framework Expertise: Familiarity with Python Flask and/or FastAPI frameworks.
• Infrastructure as Code: Experience with Terraform for delivering standardized infrastructure templates.
• API Governance: Familiarity with OpenAPI/Swagger standards and the governance of large-scale API catalogs.
• Observability & Identity Experience: Experience with distributed tracing, metric taxonomies, and service-to-service authentication (S2SA) patterns.
• FinTech Experience: Domain knowledge in payment systems or highly regulated financial technology environments.

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 that designed blueprints achieved intended friction reduction.

Solutions Architecture & Blueprinting (40%)

• Translate identified operational gaps into comprehensive technical blueprints and interaction flows.
• Define the "Definition of Ready" for Engineering partners, including detailed requirements and logic maps.
• Conduct design sessions to ensure proposed solutions are scalable and aligned with enterprise standards.
• Front-end configuration on contact platforms, as needed.

Strategic Collaboration (20%)

• Lead cross-functional meetings with Product, Engineering, and Operations to align on project scope and needs.
• Act as the subject matter expert (SME) during the development lifecycle demonstrating product expertise to clarify architectural intent and product and member benefits.
• Maintain the long-term roadmap for contact platform enhancements based on emerging member needs.

Qualifications

• 5+ years of experience in systems architecture, business intelligence, or operations technology.
• Expert-level Analytical Skills: Proficiency in mining data from telephony or CCaaS platforms to find the "story" behind the metrics.
• Demonstrated Blueprinting Experience: Ability to create professional system diagrams and workflow logic for Engineering hand-offs.
• Strong Communication: Ability to "translate" between high-level business problems and deep technical requirements.
• Platform Knowledge: Familiarity with modern CCaaS/Chatbot capabilities is required to design effectively, though hands-on configuration is not part of this role.
• Preferred Bachelor degree or technical discipline or 5+ years of relative experience 
• Preferred contact analysis platform, voice bot, DataGrip, SQL & BI platforms

Xometry is seeking highly motivated Mechanical Engineers to act as customer-facing Technical Account Managers (TAMs). These TAMs will be embedded within our most strategic accounts, acting as an extension of their engineering teams. This role is a unique blend of customer engagement, technical expertise, and operational execution. TAMs will report into Operations but will work very closely with Sales to drive growth and ensure customer satisfaction.

This is a unique opportunity to join a dynamic and growing company at the forefront of digital manufacturing. If you are a highly motivated Mechanical Engineer with a passion for customer success and a desire to make a real impact this is the role for you.

Responsibilities:

Customer Integration:

• Become a trusted advisor and technical expert for assigned enterprise accounts
• Weekly onsite visits at customer and partner locations, building relationships and understanding their needs
• Collaborate closely with customer engineers on Design for Manufacturing (DFM) to optimize projects for Xometry's platform
• Proactively identify and address potential manufacturing challenges
• Stay informed about upcoming customer projects and initiatives to ensure alignment with Xometry's capabilities

Order Fulfillment and Quality:

• As customer projects are awarded to Xometry, ensure orders are directed to the most qualified manufacturers within our network
• Conduct monthly on-site audits of manufacturing partners to ensure they meet Xometry's quality standards and customer specifications
• Manage projects to successful completion, overseeing production, and ensuring on-time delivery
• Handle critical communications, order changes, and escalations related to customer orders
• Monitor customer-specific dashboards to track order progress, delivery metrics, and quality performance

Sales and Account Growth:

• Partner with Enterprise Sales Executives to drive account growth and retention
• Identify opportunities for expanding Xometry's services within existing accounts
• Provide technical expertise and support during the sales process
• Gather customer insights and feedback to inform sales strategies

Qualifications:

• Bachelor's degree in Mechanical Engineering or a closely related field such Aerospace Engineering, Product Design/Development, or Industrial Engineering is required
• 7+ years of experience in manufacturing, product development, and project management
• Experience in the aerospace industry is highly preferred
• Strong understanding of manufacturing processes and DFM principles, particularly as they apply to CNC applications
• Experience in CNC Machining, Tube Bending, Composites, or 3D printing is preferred
• Proficiency in modelling and drafting software such as Solidworks
• Excellent communication, interpersonal, and problem-solving skills
• Experience with CRM systems such as Salesforce
• Proficiency in Google Suite and Microsoft Office Suite
• Ability to travel to customer and partner sites up to 50%, travel could be short notice and range from short day trips to multi-day trips

#LI-Remote