Sr. Solution Consultant, Platform
Accountabilities: Serve as the lead technical subject-matter expert for CX automation solutions, engaging C-suite executives and demonstrating how AI, data, and automation can increase operational capacity and improve customer experience.
Establish and nurture senior-level customer relationships, becoming a trusted strategic advisor throughout and beyond the sales cycle.
Lead ongoing ROI discussions with strategic accounts, connecting platform capabilities to measurable business outcomes and identifying opportunities for adoption and expansion.
Develop and maintain deep expertise in machine learning, artificial intelligence, data science, and enterprise data technologies, with the ability to articulate their practical business value.
Position the customer experience platform as a strategic technology choice by coordinating Product, Sales, Solutions, Services, and other internal stakeholders.
Present data and analytics capabilities to senior IT, data science, and technology leaders, demonstrating how customer and engagement data can support better decision-making.
Apply knowledge of data architecture and data science to provide industry insights, differentiate platform capabilities, and influence enterprise technology strategies.
Identify whitespace and expansion opportunities within customer accounts and collaborate with Customer Success and Sales teams to advance and close opportunities.
Build a strong thought leadership presence through speaking engagements, professional networking, industry participation, social media, and other relevant communication channels.
Develop and deliver compelling content that explains the value of AI-powered customer experience automation to customers, partners, and target audiences.
Partner with Marketing to develop strategies and content that effectively engage different customer and partner segments across the ecosystem.
Maintain comprehensive knowledge of platform capabilities, emerging technologies, AI trends, competitive developments, and the broader contact center market.
Educate and evangelize to customers, partners, and the market through presentations, demonstrations, strategic discussions, and other engagement formats.
Requirements:
Bachelor’s degree or equivalent professional experience.
5–7 years of experience in artificial intelligence and data science or closely related fields.
10+ years of in-depth experience with contact center operations, either within a technology vendor environment or through hands-on implementation and operation of contact center solutions.
Strong understanding of AI, machine learning, data science, and enterprise data ecosystems, with the ability to translate technical concepts into compelling business value.
Demonstrated ability to communicate effectively and build trusted relationships with C-suite and other senior executive stakeholders.
Strong executive presence and presentation skills, with the ability to connect technical platform capabilities to customer priorities, business outcomes, and ROI.
Proven ability to influence and lead internal stakeholders across sales, product, solutions, services, marketing, and customer success functions.
Natural leadership capabilities supported by strong subject-matter expertise, business acumen, and commercial judgment.
Knowledge of contact center technologies and solutions is highly desirable.
Working knowledge of enterprise data ecosystems, including CRM, CDP, ERP, data lakes, and data warehouses.
Strong architectural knowledge of modern cloud and data platforms, particularly Amazon Web Services, Google Cloud, Microsoft Azure, and Snowflake.
Excellent networking, relationship-building, analytical, critical-thinking, and problem-solving skills.
Strong customer service and leadership capabilities.
Excellent written, verbal, presentation, and professional communication skills.
Ability to work collaboratively across functions while independently driving strategic initiatives.
Willingness and ability to travel approximately 30–50% of the time.
Ability to successfully complete applicable employment and background screening requirements, including employment verification and other legally permissible checks.
Ability to obtain any necessary credit line required for business travel.
Benefits:
Opportunity to work at the intersection of AI, data science, customer experience, and enterprise automation.
High-visibility role with direct engagement with C-suite and senior technology executives.
Opportunity to influence strategic enterprise technology decisions and demonstrate measurable customer ROI.
Significant exposure to cutting-edge AI, machine learning, data architecture, and cloud technologies.
Collaboration with cross-functional teams spanning sales, product, solutions, services, marketing, and customer success.
Opportunities to build industry thought leadership through speaking, networking, content creation, and market engagement.
Professional and personal growth opportunities within a collaborative and innovation-focused environment.
Opportunity to shape customer adoption, expansion, and long-term strategic relationships.
Approximately 30–50% travel, supporting direct engagement with customers and partners.
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