Senior Client Solutions Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and lead comprehensive sales processes for CCaaS and CX transformation initiatives within a B2B landscape.

• Develop customer experience transformation strategies that incorporate automation, personalization, and AI-driven enhancements throughout the customer journey.

• Spearhead consultative sales efforts aimed at optimizing costs, improving customer satisfaction (CSAT), increasing revenue, and boosting agent productivity.

• Create and present both technical and business-focused presentations on AI-enabled customer experience transformation.

• Guide the discovery phase, define problems, map customer journeys, redesign experiences, architect solutions, and develop roadmaps.

• Demonstrate and prototype virtual agents, conversational AI, agent assistance, real-time guidance, contact center analytics, and enterprise integrations.

• Identify and assess opportunities within the contact center and wider CX ecosystems.

• Propel intelligent self-service, agent support, omnichannel orchestration, voice and conversational intelligence, along with customer journey analytics use cases.

• Design scalable architectures employing CCaaS platforms such as Genesys Cloud CX, NICE CXone, Five9, and Amazon Connect.

• Collaborate with Solution Architects, Data Science, and Engineering teams to convert business challenges into AI-powered solutions, develop offerings, and create reusable accelerators and go-to-market assets.

• Propose enterprise architectures, integration strategies, and platform ecosystems utilizing Google Cloud and other hyperscalers.

• Stay updated on trends in GenAI, conversational AI, and CX platforms.

• Establish and nurture executive-level customer relationships as a trusted advisor.

• Travel to customer locations, conferences, and industry events as necessary.

⛳️ Requirements

• Over 10 years of experience in sales, presales, or solution consulting within CCaaS, CX, or related sectors.

• Demonstrated success in selling large-scale customer experience transformation initiatives.

• In-depth understanding of contact center operations, including IVR/IVA, ACD and routing strategies, omnichannel engagement, workforce management, and reporting.

• Familiarity with contemporary CX and AI platforms, such as Google GECX, Dialogflow CX, Agent Assist, CX Insights, Cresta, and Sierra AI.

• Strong experience with cloud ecosystems; GCP preferred, with AWS/Azure being a plus.

• Proficient in sales forecasting and go-to-market strategies, complex deal structuring, stakeholder management, and channel/partner ecosystems.

• Solid understanding of API integrations and microservices architectures.

• Strong grasp of data platforms and analytics within CX contexts.

• Capability to identify and address technical objections.

• Ability to influence both technical and business stakeholders effectively.

• Data-driven approach with a knack for leveraging market insights and customer data.

• Exceptional communication, storytelling, and executive presentation skills.

• Self-motivated, entrepreneurial mindset well-suited to a fast-paced environment.

• Bachelor's degree required; Master's/MBA preferred.

• Willingness to travel 50% of the time to client sites across the United States.

🏝️ Benefits

• A global and diverse culture founded on principles of transparency, diversity, integrity, learning, and growth.

• Opportunities to innovate and thrive both professionally and personally.

• Certification as a Great Place to Work.

• Career advancement opportunities.