Sr Solutions Engineer job
Role details
Job location
Tech stack
Job description
We're seeking a Sr. Solutions Engineer to help connect business needs with technical capabilities in a fast-moving, customer-facing environment. This role plays an important part in both current customer support and new customer discovery, while also helping shape how WestCX solutions are positioned, demonstrated, and delivered.
You'll work across a range of solution areas and client needs, making this a hands-on and varied opportunity for someone who enjoys solving problems, engaging directly with customers, and translating technical complexity into practical outcomes.
As the team continues expanding its capabilities in AI-driven customer experience, this role will also help bring forward-thinking perspective to conversations around AI, conversational AI, IVR, and IVA. Healthcare experience is highly preferred.
What You'll Do
- Partner with existing customers on solution-related questions, project support needs, and technical discussions
- Participate in customer meetings and help align technical capabilities to desired outcomes
- Support new customer discovery by understanding business goals, technical environments, and workflow requirements
- Evaluate integration considerations and research how customer systems connect to WestCX solutions
- Prepare for and deliver product and platform demonstrations for current and prospective customers
- Tailor demo scenarios and supporting materials to customer needs and solution capabilities
- Contribute to discussions around AI, conversational AI, IVR, and IVA use cases
- Help assess how these technologies fit into customer workflows to support self-service and business outcomes
- Collaborate across the team during onboarding and beyond, including shadowing, shared call participation, and guided handoffs
- Bring initiative, thoughtful questions, and sound judgment to improve how the team works and how solutions are delivered
Why This Role Is Different
This is a unique opportunity to join a team that values technical depth, customer engagement, and strategic thinking equally. We're looking for someone who can do more than respond to requests - someone who understands the why behind the ask, can challenge the how when needed, and help shape a better solution.
You'll be joining a team that is growing not just in volume, but in capability and perspective. Your ideas, technical insight, and customer-first mindset will help strengthen how the team approaches integrations, AI, and healthcare-related solution conversations.
If you enjoy working across business, technology, and customer relationships, this role offers the chance to make a meaningful impact.
Requirements
- Experience in solutions engineering, technical pre-sales, or a similar customer-facing technical role, ideally delivering cloud or AI-powered customer experience solutions
- Proven ability to translate business requirements into workable technical approaches, including where and how to apply AI to improve workflows and outcomes
- Experience supporting customer meetings, discovery sessions, and product demonstrations that highlight AI-assisted and automated experiences
- Strong understanding of integration concepts, data flows, and technical feasibility across platforms and workflows, including how AI services (NLU, LLMs, analytics, routing) fit into existing architectures
- Hands-on experience implementing AI or automation in real-world scenarios (e.g., Conversational AI, IVR/IVA flows, virtual agents, call deflection, summarization, or intelligent routing), from design through measurement of business impact
- Familiarity with AI, Conversational AI, IVR, or IVA solutions and their role in customer experience, with the ability to explain capabilities, limitations, and trade-offs to both technical and non-technical stakeholders
- Strong communication and collaboration skills with customers, sales partners, and internal stakeholders comfortable leading technical discussions about AI-enabled solutions
- A curious, proactive mindset: you experiment with new AI tools and techniques, think critically about where they add value, and recommend better approaches based on data
- Healthcare experience highly preferred, especially applying AI in regulated environments with attention to privacy, security, and compliance
- A desire to contribute to team growth, improve processes, and support solution success, including helping develop AI best practices, playbooks, and reusable patterns
Benefits & conditions
In addition to competitive pay, we understand that employee benefits are an important factor in your choice of where to work. That's why we offer a comprehensive benefits program for you and your family.
- Medical, dental, vision insurance
- Health savings and flexible spending accounts
- Mental health and wellness program (EAP)
- Paid time off including vacation, holiday and sick time
- 401(k) retirement plan with company match up to 6% after one year
- Tuition reimbursement & in house learning platform
- Service awards. . . and much more
We have discovered the most effective way to create and maintain a global presence is to represent diversity in our workforce. Our company continues to thrive because we employ a unique group of diverse, talented individuals.
