Solution Consultant

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

📋 Description

• Act as the accountable and responsible owner for all functional and technical requirements on designated implementation projects, engaging from kickoff through sprint readiness and go-live documentation.

• Participate in and contribute to internal and client kickoff meetings; examine the Sales Order and Solutions Summary to grasp the scope, sales commitments, integration complexity, and delivery expectations prior to any client-facing interaction.

• Lead pre-discovery research: analyze the client's tech stack, identify credential and access needs, and formulate an initial integration architecture strategy before the discovery phase commences.

• Facilitate and take part in client discovery sessions including Conversational Design presentations, Technical Requirements meetings (for each integration point), and Internal Technical Review/Whiteboard sessions with Engineering.

• Oversee Epic development: define business challenges and desired outcomes, document all technical considerations, create user stories with clear acceptance criteria (including discovery/spike and testing stories), collaborate on story point estimation, and sequence stories for optimal sprint flow.

• Confirm the Definition of Ready (DoR) prior to sprint planning: ensure all technical uncertainties are resolved, client credentials and access are available, acceptance criteria are complete, and dependencies are cleared.

• Specify API documentation, coordinate whitelisting, and record all credentials, test accounts, and logins necessary for development and QA.

• Brief development teams on the technical strategy at the beginning of each sprint; serve as the primary resource for build-phase inquiries regarding scope, logic, and edge cases.

• Complete post-UAT Confluence documentation detailing integrations, platform configuration, API specifics, client contacts, and architecture diagrams before scheduling the Transition to Support meeting.

• Collaborate with the Project Manager to manage scope boundaries, provide guidance on change requests, and assist in the creation of change order documentation when client requests exceed agreed scope.

• Contribute to the continuous enhancement of Capacity’s implementation standards, decision frameworks, and technical documentation procedures.

⛳️ Requirements

• Over 10 years of professional experience, including at least 3 years in a Solution Consultant, Solutions Architect, or Technical Consultant role in a SaaS or enterprise software professional services environment.

• Proven experience in designing and documenting solutions for conversational AI, virtual agents, IVR/CCaaS, or automation platforms; ability to make principled architecture decisions and defend them to both technical and non-technical audiences.

• Extensive knowledge of integration patterns: REST APIs, OAuth, SAML, webhooks, and API spec documentation; experience in gathering and validating requirements across multiple integration points concurrently.

• Practical familiarity with Agile/Scrum delivery: writing user stories and acceptance criteria, collaborating on story point estimation, validating Definition of Ready, and briefing development teams.

• Strong client-facing abilities with the capability to lead technical discovery sessions, translate complex requirements into actionable specifications, and clearly communicate trade-offs to business stakeholders.

• Comfortable working throughout the entire implementation lifecycle — from kickoff and requirements gathering to sprint readiness, QA support, and go-live documentation.

• Experience using tools such as Jira, Confluence, Smartsheet, and Google Workspace as part of a structured project delivery workflow.

• Exceptional written documentation capabilities: architecture decision records, API specifications, user stories, and technical Confluence pages should be second nature.

• Familiarity with compliance and security considerations relevant to enterprise SaaS implementations (SOC 2, GDPR/CCPA, HIPAA/PCI as applicable).

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related field (or equivalent practical experience).

• Willingness to travel to client locations for kickoff and significant milestone meetings, and to assist with occasional after-hours go-live events.

🏝️ Benefits

• Employer-covered health insurance (for you and your eligible dependents).

• Profit Interest Units/incentive compensation.

• Unlimited vacation policy.

• 401(k) with a company match.

• Short-term disability insurance.

• Group life AD&D insurance.

• A supportive, diverse workplace where mutual respect for each other and our clients is prioritized.

• A fun and collaborative team culture.