Solutions Architect

To support our continued growth across North America, we are seeking an experienced, commercially minded Solutions Architect to join our presales team. Working closely with our sales team, you will help enterprise customers design and evaluate Conversational AI and Customer Engagement Security solutions. You will take ownership of the technical presales cycle, from discovery and solution design through demonstrations, technical validation, and handover to delivery teams. The primary focus will be Conversational AI, with additional support across Eckoh’s secure payments portfolio. We are looking for someone with strong experience in Conversational AI and enterprise contact center technology who can translate complex requirements into practical solutions and communicate their value to both technical and business stakeholders., Working alongside our sales team, you will take the lead on the technical aspects of customer opportunities, from understanding requirements through to developing and presenting the right solution. Conversational AI will be central to your work, supported by your knowledge of contact center architecture and the integrations needed to make these solutions work in practice.

• Technical Presales Leadership: Own technical engagements throughout the sales cycle, partnering with the commercial team to shape solutions, address customer requirements, and advance opportunities.
• Conversational AI Architecture: Design scalable solutions involving voice and digital agents, generative AI, large language models (LLMs), and agentic workflows.
• Discovery and Solution Design: Lead technical discovery and workshops to understand customer journeys, contactcenter environments, integration needs, security requirements, and opportunities for automation.
• Demonstrations and POCs: Lead solution demonstrations, technical evaluations, and proofs of concept, engaging Product and Engineering teams where specialist support is needed.
• Enterprise Integrations: Define how proposed solutions will work with CCaaS platforms, telephony infrastructure, CRM systems, APIs, and other business applications.
• Proposals and Documentation: Prepare solution designs, architecture diagrams, technical proposals, and RFP/RFI responses; validate feasibility and support clear implementation handoffs.
• Customer and Internal Collaboration: Build credibility with technical and business stakeholders and work closely with Sales, Product, Engineering, and Delivery to resolve challenges and share market feedback.

You’ll have substantial experience working directly with enterprise customers and the technical knowledge to design and explain complex solutions with confidence. We are particularly interested in people who have worked with Conversational AI in practice and understand the technology behind modern contact center environments.

• Enterprise Presales Experience: 5+ years in Solutions Architecture, Solutions Engineering, or a comparable customer-facing technical presales role supporting complex enterprise SaaS or software sales.
• Conversational AI Expertise: Practical experience designing, implementing, or architecting enterprise Conversational AI solutions, including LLMs, generative AI, and agentic workflows.
• Contact Center Technology: Deep understanding of CCaaS, telephony, SIP, IVR, call routing, and enterprise contact center architecture.
• Integration Skills: Ability to design and troubleshoot API-based integrations, webhooks, and connections to enterprise applications and data systems.
• Technical and Commercial Judgment: Proven ability to lead discovery, demonstrate solutions, manage technical evaluations, and work with sales colleagues to communicate value and move opportunities forward.
• Communication and Ownership: Clear written and verbal communication, confidence with technical and non-technical stakeholders, and the ability to manage several complex engagements at once.

Desirable Experience

• Experience with established enterprise Conversational AI platforms and production deployments of voice or digital AI agents.
• Experience integrating AI solutions into enterprise CCaaS environments and existing customer contact workflows.
• Knowledge of public cloud environments and familiarity with Python, JavaScript, or similar scripting languages.
• Exposure to payment security, PCI DSS, data protection, or regulated industries such as financial services and healthcare.
• Experience presenting technical solutions to senior business and technology stakeholders., We’re seeking a confident, resourceful, and commercially aware individual who enjoys solving complex customer challenges. You’ll be curious about emerging technologies, comfortable owning technical engagements, and able to balance detail with the pace of enterprise sales. You’ll work well with colleagues across teams and remain focused on solutions that deliver for both the customer and the business.

Our values sit at the heart of the culture at Eckoh:

• We encourage and support everyone to grow with Eckoh.
• We challenge, listen, and are open-minded to change and suggestions from others.
• As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients.
• We take personal ownership to strive for excellence in whatever we do.
• We are welcoming, embrace diversity, and respect each other in a spirit of true humanity.

Our Vision

We care about making the world secure and believe everyone should be able to trust every brand and engage without risk.

Join Us!

Eckoh is full of friendly, energetic, innovative, and creative individuals who are proud to be part of our unique success story. If you enjoy solving complex enterprise challenges and helping customers modernise the way they engage, we would like to hear from you.

Pay: From $150,000.00 per year

Eckoh is a market leader in Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint, one of the world’s leading private asset growth investors, with over $75 billion of assets under management.

Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. Our innovative products build trust and deliver value through exceptional experiences. As a PCI DSS Level 1 Service Provider, our products and expanding digital and Conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. With a strong heritage in secure payments and an expanding portfolio of cloud-native, omnichannel engagement solutions, our focus is simple: to make every customer interaction secure, whether handled by a human agent or an AI agent, without compromising the customer experience.

Our client portfolio, which includes many of the Fortune 250, spans industries including healthcare, retail, hospitality, financial services, and utilities.