Sales Engineer - Solutions Engineer - A.i.-Infused Contact Center Saas - 3.8 Glassdoor - 200+ Global Clients

Our staffing agency represents a privately held Contact Center SaaS startup that has grown from $3 million to $20 million ARR over the last 3 years and has 200+ global clients headquartered in 18 countries.

This 250-employee firm, which is funded by a Fortune 100 titan in their space, is seeking a Solutions Engineer to help the sales team close $300k+ ARR deals to complex organizations in sectors like finance, healthcare, insurance, public sector, education, and retail. You’ll be a trusted advisor who also works with key clients post-sale. This is a remote role based in the Dallas metro area, and you will report to the Director of Enterprise Solutions.

We are offering relocation to the Dallas area if you have an interest in living and working here!

Solution

Our client offers the leading cloud-based Conversational Engagement platform and enables proactive revenue generation and proactive service for enterprises. The platform is comprised of an advanced Campaign Manager and AiQ, our built-in Conversational Intelligence capabilities and Customer Engagement Data Platform. Engagement Cloud integrates with all leading Contact Center solutions, as well as Salesforce, Epic EHR & many other widely used systems of record.

Using the platform’s omnichannel campaign orchestration and analytics, customer-obsessed enterprises are empowered to make the transformative shift from reactive to proactive customer, patient & citizen engagement.

Role

* Individual contributor working either remotely or hybrid in the Dallas area – relocation available.

* $110k to $150k+ base salary, commensurate with previous achievement. Plus, variable compensation.

* We provide Fortune 500-quality benefits, global exposure, and a commitment to professional development.

* You have 2 to 5 years of Contact Center experience.

* You have had hands-on configuration and design experience with one or more of the following solutions: Cisco Unified Contact Center Enterprise (UCCE); Packaged Contact Center Enterprise (PCCE); Unified Contact Center Express (UCCX); Hosted Collaboration Solution (HCS) for Contact Center; Cisco Customer Journey Platform (CJP); Amazon Connect; Nice inContact; Nexmo; or Twilio.

* You are familiar with XML, REST SOAP, WSDL, MS SQL, and/or MySQL.

Culture

* 3.8 Glassdoor, 79% Approve CEO, 76% Recommend to a Friend. 50+ verified reviews!

* “If you're a seller who wants lots of at-bats and a supportive team to help bring deals across the line, (COMPANY) delivers.”

* Website updated weekly with case studies, webinars, videos, data sheets, and eBooks.

* 4.2 G2 rating. One customer says, “Our business couldn’t operate without the rich features built in.”

Official

As a Solutions Consultant, you will….

Support the business in achieving its strategic objectives. The Solutions Consultant is a consultative sales, technology and solution-focused specialist who creates great customer confidence with their technical expertise and uncanny ability to drive desirable business outcomes.

In addition to being viewed as a trusted technical advisor to the customer, the Solutions Consultant will also have regional responsibility for solution design, business development, and transition of proposals from presales to production, while remaining engaged with the customer post-production serving as a thought leader for the next opportunity.

The Solutions Consultant works closely with the sales account manager throughout this process and will also assist in the decision to pursue or pass on an opportunity. A strong vendor relationship is required to ensure a complementary understanding of the partner vendors’ ecosystem. The Solutions Consultant is expected to manage customer proof of concept (POC) initiatives, which will require the involvement of the appropriate resources, and setup and delivery of the POC.

The Solutions Consultant also provides customer feedback to Product Management to champion the development and rollout of new software-as-a-service solutions desired by our customers.

· Provide pre-sales technical support and expertise in analyzing customer requirements, in conjunction with the customer’s current contact center capabilities, and ensuring technical solutions will accomplish the customer’s objectives.

· Direct engagement with customers, which requires the ability to deliver business use-case demonstrations, scope of work creation, product pricing, and RFP/RFI responses.

· Build strong vendor relationships.

· Act as a bridge between the customer and our solutions delivery and operations resources.

As a Solutions Consultant, you will need….

· 2 to 5 years of Contact Center experience.

· Experience designing and implementing proactive omnichannel engagement strategies with a contact center is required.

· Hands-on configuration and design of 1 or more of the following solutions:

o Cisco Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE), Unified Contact Center Express (UCCX), Hosted Collaboration Solution (HCS) for Contact Center, Cisco Customer Journey Platform (CJP)

o Amazon Connect

o Nice inContact

o Nexmo

o Twilio

· Prefer candidates with experience in presales but will consider a Contact Center technical professional that wants to be in a customer-facing role selling Contact Center Solutions to customers.

· Modify PowerPoint templates and create solution diagrams in Visio required.

· Bachelor’s degree (or an equivalent combination of education and job-related experience)

· Contact center with outbound experience

· Artificial Intelligence understanding, specifically Machine Learning models applicable to proactive customer engagement

· XML, REST, and SOAP

· Voice XML

· WSDL

· Workforce Optimization (Call Recording, Quality Monitoring & Workforce Scheduling) solutions

· MS SQL, MySQL