Engagement Integration Specialist

Technical training in computer science or a related field is required, with experience in defining solutions and participating in development and integration environments within modern architectures. The profile combines the ability to understand the functional side of engagement and customer activation with a solid technical foundation that enables defining and validating integration solutions in distributed environments, as well as designing and evolving Communications Hub capabilities. Key technical knowledge:

√ Languages and frameworks (backend)

Python/Django and Java, oriented toward building services and business logic in distributed architectures.

√ Microfrontend architectures

Capacitor, WebComponent, Module Federation, NPX, Monorepos, understanding their application in decoupled frontends and their integration with the backend.

√ Microservices and event-driven architectures

Kubernetes (K8s), Kafka, and asynchronous processing models, with the ability to define and implement event-based integration patterns.

√ Cloud (AWS / Azure)

Storage services (S3), databases (RDS), cache (Redis), containers (Docker), and deployment in cloud environments.

√ Relational and NoSQL databases

Knowledge of SQL and MongoDB, as well as the use of ORMs for integration with backend services.

√ DevOps and CI/CD

Jenkins, ArgoCD, Circle, understanding their application in development and continuous deployment pipelines.

√ Monitoring and observability

Grafana, Graylog, Splunk, with the ability to interpret metrics and logs in distributed systems.

Functional and platform knowledge (key for the role):

√ Communications architecture and Communications Hub

Design of communications hubs, channel management (email, SMS, push, WhatsApp), and distribution and delivery patterns.

√ Marketing automation and customer activation

Experience with platforms such as Salesforce Marketing Cloud, Adobe Campaign, Unica, or similar, focused on campaign management, journeys, and omnichannel activation.

√ Customer data platforms (CDP)

Knowledge of CDP platforms (Adobe Experience Platform, Salesforce Data Cloud, or others), with a focus on audience activation, event consumption, and integration with customer data layers.

√ Customer activation models

Segmentation, personalization, campaigns, commercial pressure management, and activation based on customer behavior.

√ Decisioning and personalization

Knowledge of Next Best Action (NBA) models, prioritization rules, and saturation management, as well as their integration with activation platforms.

√ CRM and customer platforms

Salesforce (Sales/Service) or other CRM solutions, understanding their role in customer relationship and activation.

√ Omnichannel architectures and customer journeys

Design of integrated customer experiences across multiple channels, ensuring coherence in activation and relationship management.

Minimum professional experience of 5 years in the aforementioned functions and knowledge is required.

The engagement expert engineer is responsible for defining, designing, and evolving the technical capabilities that support customer activation and communications management within the Channels and Customers Platform.

Their scope includes both integration services (APIs, events, microservices) and the design and construction of functional components of the Communications Hub (audience management, activation, orchestration, and channels), ensuring their coherence, reusability, and alignment with the platform's architecture model.

They act as the link between business teams, engagement platforms (CRM, marketing automation, CDP), and engineering teams, ensuring that capabilities are built in a scalable, decoupled, and customer-impact-oriented manner.

Definition and evolution of capabilities within the Communications, Engagement, and Activation domain

Design of omnichannel activation architectures and Communications Hub

Integration with customer platforms (CRM, Marketing Automation, CDP, channels)

Construction of reusable components focused on customer activation

√ Leadership: They will lead the initiatives assigned within the Communications, Engagement, and Activation domain, ensuring the correct definition and execution of requirements, with a special focus on the coherence of activation and communications capabilities.

√ Prime Contract: They will maintain the appropriate relationship with the involved vendors, overseeing the correct implementation of solutions and alignment with the Communications Hub architecture models, ensuring technical quality and the application of good practices.

√ Monitoring, progress, and status: They will coordinate follow-up sessions for the committed work, ensuring compliance with the roadmap and the correct evolution of domain capabilities, identifying risks, dependencies, and impacts on customer activation.

√ Technical architecture: They will participate in the definition and technical design of solutions, focusing on:

*integration models (APIs, events, microservices)

*customer activation architectures

*design of the Communications Hub, ensuring the scalability, stability, and reusability of the built capabilities.

√ Design of Communications Hub capabilities: They will define, design, and evolve functional components of the Hub (audience management, activation, communications orchestration, and channel integration), promoting their reuse and avoiding duplication across platforms.

√ Customer activation models: They will participate in defining activation models based on audiences, events, and customer behavior, ensuring their correct integration with CDP, decision engines (NBA), and marketing automation and CRM platforms.

√ Technical governance of the domain: They will ensure the technical coherence of the domain, avoiding overlaps between solutions (CRM, Marketing Automation, CDP, ACM), promoting architecture standards, integration patterns, and the use of shared capabilities.

√ Backlog management: They will coordinate backlog items, participating in their definition and prioritization based on customer strategy and the platform's activation, communications, and integration capabilities.

√ Certification: They will participate in certification processes for developed solutions, ensuring functional and technical quality, especially in customer activation processes, communications, and system integration.

√ Optimization and improvement: They will analyze existing processes to identify opportunities for simplification, reuse, and efficiency improvement within the engagement and communications ecosystem.

√ Technical evangelization: They will promote the use of common integration, activation, and communication models, disseminating best practices and domain capabilities across MAPFRE teams.

√ Expert support: They will provide support to build squads, resolving technical and functional issues related to integration architecture, APIs, events, CDP, marketing automation, and the Communications Hub.