Sr. Document and Process Engineer

POSITION SUMMARY

This is a crucial role on the IT team responsible for designing, operationalizing, enhancing, supporting, and innovating customer communication management (CCM) platforms, with a specific focus as the lead architect and engineer. The ideal candidate will offer a combination of technical expertise related to document pre-flight, repair, composition, and transformation, and a deep understanding of system administration, configuration, integrations, automation, and operations.

ESSENTIAL JOB FUNCTIONS

• Supports the development, administration, and maintenance of PitStop Server and customer communication management (CCM) platform (such as OpenText Exstream, Quadient Inspire, Solimar, Crawford, or FusionPro), and engages with customers, developers, and other stakeholders to understand their needs, deliver business value, and deploy new capabilities.
• Has direct experience with PitStop Server and/or a customer communication management platform, and the ability to learn new tools.
• Demonstrated experience with the following:
  • Design & Development - Build and maintain customer-facing documents (letters, statements, checks, invoices, policies, etc.) with emphasis on dynamic content generation.
  • Template and Layout Management - Create reusable templates, layouts, master pages, and components. Implement logic for conditional content, personalization, barcodes, and formatting.
  • Document Pre-flight & Repair Preparing and optimizing PDF documents for commercial printers and digital ouputs. This includes embedding fonts, optimizing file sizes, repairing nested objects and resources, flattening images, etc.
  • Document Composition & Transformation Creating PDF documents from raw data or manipulating pre-composed PDF documents. This includes mining, extracting, or parsing data from PDF documents, redacting or cleansing data, splitting and merging PDFs, handling various layouts, adding images and artwork, and preparing PDF documents to meet postal requirements.
  • Data Integration - Connect data sources (XML, PDF, JSON, CSV, Postscript, AfP, ASCII, flat files, databases) to design layouts dynamically. Work with input data files and ensure compatibility with the CCM platform. Working knowledge of SQL. o Workflow Automation - Set up automated processing and document delivery via email, print, or digital channels, and schedule and manage batch processing. Strong understanding of stored procedures, functions, views, triggers, tables, indexes, and objects.
  • Testing and QA - Validate outputs through regression testing, content verification, and proofing. Perform performance tuning and troubleshooting.
  • Deployment & Support - Package and deploy templates to production environments. Provide post-deployment support and fix issues or change requests.
• Develops and maintains productive customer relationships. Manages and prioritizes enhancement requests with multiple stakeholders, including project managers, developers, other internal business customers, and senior management. Partners with project managers to implement and execute project plans.
• Works closely with Project Managers, Business Analysts, Operations, and other members of the Development Team to develop detailed specifications with clear and timely project deliverables. Produce project estimates during requirements gathering phases.
• This role requires strong technical skills and/or system configuration and administration experience, and has sole ownership of deploying to the production environment. Ensures operational readiness for deployment of system enhancements, new products, and process changes, and supports end-user training.
• Able to evaluate and install new system releases/upgrades and perform system validations.
• Serves as leader on project teams and ensures timely, regularly scheduled delivery of user improvements and enhancements. Configures and administers the CCM platform as required to support small, medium, and large projects, and applies technical knowledge and experience to envision and design creative solution options with product owners and developers. Identifies risks, dependencies, and issues and provides acceptable alternatives.
• Responds to customer issues and ensures they receive prompt, efficient service. Acts as a first line of support for complex production issues.
• Builds robust, well-designed, and effective systems that maximizes performance and scalability. Authors standards, best practices, and SOPs, and drives enforcement and review.
• Develop and maintain clear technical architecture documentation, including conceptual designs, data models, process flows, user stories, layouts, diagrams, charts, and comments.
• Research, learn and share new techniques for solving complex problems. Takes ownership in your own continuous learning and growth. Remain informed on emerging features and capabilities with the CCM vendor and identify opportunities to innovate.
• Working knowledge of the Software Development Life Cycle (SDLC). Comfortable operating within the Agile delivery methodology. Leads or participates in sprint planning and retroactive reviews and shares feedback and lessons learned with team members and leadership, and ensures feedback is incorporated into process improvement and team growth.
• Mentor, coach, review, and provide support to other team members and developers.
• Performs other related duties as assigned and/or required.

QUALIFICATIONS

• Familiarity with sales, service, production, inventory, and warehouse processes.
• Expert knowledge of document composition, layout design, and data-driven templates, pre-flight, and transformation
• Familiarity with scripting languages (e.g., JavaScript, Python for data handling or logic)
• Expert level experience working with XML, JSON, SQL for data input, and print formats (PDF, AFP, PostScript, etc.)
• Experience integrating with CRM/ERP systems is a plus
• Version control systems (e.g., Git) and CI/CD familiarity is beneficial
• Familiarity with Agile software development. Work within sprint structure, contribute to sprint planning and retrospectives, attend daily standups.