Senior Services Engineer

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates.

 

As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration.

 

We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach.

 

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let’s build what’s next, together.

Senior Product Solution Engineer is responsible for developing implementation methodologies and driving their adoption across regions and teams. The role supports complex implementations for high-segment customers, including early-release projects.

This is an HQ role within the global OTT channels team, currently focused on WhatsApp and Apple Messages for Business. Based in LATAM, the person will support regional teams across LATAM and NAM while contributing globally to methodology, enablement, and product development. They will connect Regional Solution Engineering, Product Development, and Customer Services teams, while collaborating with external partners such as Meta and Apple to support successful implementations and maintain a continuous feedback loop.

The ideal candidate will have a strong technical background, excellent communication and collaboration skills, and the ability to support complex customer use cases. They will act as a technical expert, share knowledge, mentor colleagues, and work with timelines that move fast and are often tied to Meta and Apple launch dates.

Service Delivery Methodology Management 

• Work on implementation methodology for dedicated OTT channels, with a primary focus on WhatsApp and additional responsibility for Apple Messages for Business, and communicate updates and changes to stakeholders. 

• Act as an expert in dedicated product or channel early-release implementation projects. 

• Work closely with Product Development teams to understand the product roadmap. 

• Maintain direct collaboration with Meta and Apple where required to support product understanding, customer implementations, and feedback exchange. 

• Define the QA framework for the designated implementation methodology. 

• Define and optimize the implementation flow for the specific product from the Infobip portfolio. 

• Liaise with multiple teams to drive adoption of the product implementation methodology. 

• Identify new and innovative use cases for Infobip’s products and solutions. 

• Propose and implement process and solution improvements to deliver the best value for customers. 

Ensure Feedback Loop Between Customer Services, OTT Base, and Product Development 

• Collect feedback from regions by contributing to large and complex customer projects, particularly across Latin America and North America. 

• Ensure field feedback is shared with the OTT Base team and, where relevant, with partners/vendors such as Meta and Apple. This input will shape roadmap priorities. 

• Enforce feedback collection tools and participate in Customer Services boards and Communities of Practice. 

• Contribute to discussions regarding product improvements based on field feedback and regional and customer needs. 

• Demo and test beta features to gain early hands-on experience and provide product feedback during the QA testing phase. 

Ensure Enablement of Customer Services Teams 

• Own and develop internal and external implementation guides and other collateral for the dedicated product or channel. 

• Ensure successful product and channel implementation rollouts through collaboration with Services Enablement. 

• Co-lead the global Community of Practice for dedicated channels together with other team members. 

• Raise awareness and share knowledge about the dedicated service across the organization. 

• Transfer implementation knowledge to internal stakeholders, including Services Enablement, Regional Solution Engineering teams, Customer Services, and Product Development, and the Registrations team. 

• Support regional teams working on complex customer implementations and share relevant implementation best practices. 

Contribute to Internal Customer Services Initiatives 

• Introduce best practices and share knowledge with the Customer Services community. 

• Co-lead the Community of Practice for dedicated channels together with other team members. 

• Support cross-functional initiatives that improve implementation quality and customer outcomes. 

• Build strong working relationships with regional technical teams and global Product Development teams. 

Focus on Continuous Development 

• Participate in Continuing Education sessions. 

• Be fully versed in functionality released with each new product upgrade. 

• Maintain awareness of relevant changes and developments affecting WhatsApp and Apple Messages for Business. 

• Mentor junior team members and newcomers. 

• Have an excellent overview of the business, competition, and latest industry trends. 

• Collaborate and share knowledge with the technical community at company level. 

Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being  - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path.  • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide.  While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. 

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