Senior Solutions Engineer, Enterprise AI & CX
US RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- PythonRESTful APIsLLMCRM
Requirements
- 5+ years of experience in enterprise customer experience, contact center, or customer support technology environments
- Strong familiarity with CCaaS platforms, CRM systems, routing frameworks, digital messaging channels, escalation models, and reporting metrics
- Experience modeling solutions against operational KPIs including containment, AHT, SLA, escalation rate, QA score, and CSAT
- Demonstrated experience working with enterprise stakeholders across Operations, IT, Digital, and Architecture teams
- Proven ability to lead technical discovery in complex, multi-stakeholder enterprise accounts
- Track record of influencing architectural decisions and technical direction within enterprise environments
- Hands-on experience building AI-driven applications using large language models or similar technologies
- Strong Python proficiency including API client development, data normalization, error handling, and test harness construction
- Working knowledge of cloud architecture patterns, including event-driven systems, middleware, and scalable API design
- Experience integrating enterprise SaaS platforms using REST APIs and webhooks
- Familiarity with at least one major cloud platform
- Experience operating in high-growth startups or similarly fast-paced environments
- Demonstrated history of building complex systems independently
Responsibilities
- Design and prototype enterprise-grade, AI-driven customer experience demo solutions
- Architect robust retrieval, orchestration, and validation systems, building scalable prototypes
- Own the transition from early-stage prototype to hardened proof of concept
- Apply deep knowledge of enterprise contact center ecosystems and convert operational processes into AI-enabled workflows
- Work directly with CX, Operations, Digital, IT, and Architecture stakeholders to understand real-world workflows and constraints
- Lead rigorous technical discovery sessions across multi-layered enterprise organizations
- Extract clear architecture and data requirements from ambiguous or politically complex environments
- Partner closely with Account Executives to shape technical strategy within enterprise accounts
- Scope engagements realistically, balancing ambition with execution feasibility
- Articulate architectural tradeoffs clearly to both executive and technical audiences
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