Senior Manager of Specialist Solutions Consulting

Pega is transforming how enterprises engage customers across service, sales, and revenue operations. In this strategic player/coach role, you'll lead our US-based Customer Service Solution Consulting team while remaining deeply hands-on with complex opportunities that span customer service, CRM, and sales automation.

This role is ideal for a technically credible leader who understands how AI-powered service, intelligent sales automation, and enterprise CRM work together to create seamless, end-to-end customer experiences-from first contact through resolution, retention, and growth.

Picture Yourself at Pega:

This role is ideal for a technically credible leader who understands how AI-powered service, intelligent sales automation, and enterprise CRM work together to create seamless, end-to-end customer experiences-from first contact through resolution, retention, and growth.

What You'll Do at Pega:

• Lead and grow a high-performing US Solution Consulting team focused on Customer Service, CRM, and intelligent Sales Automation
• Personally own and drive strategic enterprise opportunities, acting as a senior technical advisor across service, sales, and customer engagement solutions
• Architect and position AI-driven contact center and CRM transformations, leveraging Agentic AI, workflow orchestration, real-time decisioning, and automation
• Drive adoption of Pega's unified platform across customer service, sales automation, and case management-connecting front-office engagement with back-office execution
• Partner with sales leaders to design solutions that unify customer service interactions, sales workflows, and revenue processes into a single CRM-driven experience
• Provide deep technical and architectural guidance across contact centers, CRM platforms, AI agents, digital self-service, and omnichannel engagement
• Act as a thought leader with clients and partners by applying real-world experience modernizing service and sales operations at enterprise scale
• Coach and mentor Solution Consultants to strengthen their technical credibility across customer service, CRM, and AI-powered sales enablement
• Balance strategic leadership with hands-on customer engagement, staying close to evolving buyer expectations and AI-driven go-to-market models
• Help shape Pega's US go-to-market strategy as enterprises move toward autonomous service, AI-assisted selling, and outcome-based CRM

Who You Are:

• A seasoned leader who thrives in player/coach roles, combining team leadership with hands-on technical and customer-facing work
• Deeply experienced working with large US enterprises, supporting complex Customer Service, CRM, and Sales Operations environments
• Technically fluent and credible, able to engage in conversations spanning contact center architecture, CRM strategy, sales automation, and AI-driven decisioning
• Experienced leading presales or solution consulting teams across Customer Service and/or CRM domains
• Well-versed in modern engagement models, including AI-assisted agents, digital self-service, intelligent sales workflows, omnichannel orchestration, and case management
• Energized by Agentic AI and automation that improve customer experience, sales productivity, and operational efficiency
• Comfortable advising executives on how to modernize legacy contact centers and CRM platforms into unified, AI-first engagement systems
• Motivated by delivering measurable business impact-across customer satisfaction, revenue growth, and operational performance, * Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company

• Bachelor's degree in Computer Science, Business Administration, Engineering, or a related field
• 8+ years of progressive experience in customer service, CRM, or sales automation solutions , with at least 3 years in leadership roles
• Proven success leading Customer Service- and/or CRM-focused presales teams
• Hands-on experience supporting enterprise contact centers and CRM ecosystems, with strong knowledge of service and sales operations
• Background in AI-enabled self-service, case management, sales workflow automation, and customer engagement platforms
• Demonstrated experience designing and delivering omnichannel service and sales engagement strategies
• Strong ability to translate complex technical concepts-AI, automation, CRM, and decisioning-into clear business value for customers

Base salary range for this role is 151,600 - 235,200 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

Culture - At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes. We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role. As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. Export Compliance - For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals. Accommodations - If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.