Solutions Engineer – AWS, Cisco Contact Centre Solutions

This is a fully remote position, open to applicants in India, +2 more countries.

📋 Description

• Pre-sales solution engineering: Lead and support pre-sales initiatives for contact center opportunities utilizing Amazon Connect and Cisco contact center technologies.

• Customer engagement: Collaborate closely with sales teams and clients to grasp business needs, effectively position solutions, and support opportunities throughout the sales process.

• Solution demonstrations: Create, configure, customize, and deliver engaging product demonstrations and proof-of-concept environments designed specifically for customer use cases.

• RFPs and technical proposals: Assist in the preparation of Requests for Proposal (RFPs), Requests for Information (RFIs), tenders, scope of work documentation, and estimations for professional services efforts.

• AWS Contact Centre technologies: Develop and showcase Amazon Connect solutions along with related AI-driven customer engagement features such as Amazon Lex, Contact Lens, and Bedrock.

• Cisco Contact Centre solutions: Provide support for Cisco contact center opportunities that involve technologies like Webex Contact Center (WxCC), Unified Contact Center Enterprise (UCCE), and Unified Contact Center Express (UCCX).

⛳️ Requirements

• Pre-sales experience: Demonstrated experience in a pre-sales, solutions engineering, solution consulting, or customer-facing technical position within cloud communications, contact centers, or similar technology sectors.

• Contact centre technologies: Familiarity with Amazon Connect, Cisco contact center technologies, or comparable CCaaS platforms.

• AWS technologies: Practical experience with Amazon Connect and associated technologies like Amazon Lex, Contact Lens, and Bedrock.

• Cisco technologies: Experience with Cisco Webex Contact Center (WxCC), UCCE, UCCX, or other comparable Cisco contact center technologies is highly preferred.

• Customer-facing communication skills: Excellent presentation, discovery, and customer engagement abilities, with a knack for articulating technical concepts clearly and confidently.

• Demo and proof-of-concept work: Background in developing demos, proof-of-concept environments, or customer solution showcases.

• Technical foundations: Solid understanding of contact center architecture, cloud communications, telephony concepts, and customer engagement workflows.

• Commercial awareness: Capacity to balance technical discussions with commercial insights and customer business requirements during pre-sales interactions.

• Industry background: Experience in Contact Centre as a Service (CCaaS), Unified Communications as a Service (UCaaS), Communications Platform as a Service (CPaaS), system integrators, cloud communications providers, or related sectors.

• Collaboration and autonomy: Capability to work independently on opportunities while effectively collaborating with sales, technical, and customer stakeholders.

• Growth mindset: Eagerness to learn new technologies and expand knowledge into AI-driven customer engagement solutions and contemporary cloud contact center platforms.

🏝️ Benefits

• Continuous learning and growth: Stay informed about advancements in Contact Centre as a Service (CCaaS), AI-powered customer engagement technologies, and the latest trends in cloud contact centers.

• Customer relationship management: Establish credibility and build trusted relationships with customer stakeholders during the pre-sales engagement process.

• Sales collaboration: Work closely with account managers and sales teams to advance opportunities, assist in customer discussions, and effectively position solutions.

• Demo customisation and configuration: Engage in hands-on technical configuration and lightweight implementation tasks necessary for customizing demos and showcasing customer-specific workflows.

• Technical consulting: Effectively present and explain contact center solutions, technical concepts, and product capabilities to both technical and non-technical stakeholders.