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.