Senior Solutions Engineer, Enterprise AI & CX

Applied AI Solution Architecture:

• Design and prototype enterprise-grade, AI-driven customer experience demo solutions, translating business logic into structured reasoning frameworks.
• Architect robust retrieval, orchestration, and validation systems, building scalable prototypes that tolerate real-world data variability.
• Own the transition from early-stage prototype to hardened proof of concept.

Enterprise CX & Contact Center Expertise:

• Apply deep knowledge of enterprise contact center ecosystems including CCaaS, CRM, ticketing systems, digital messaging, routing logic, escalation flows, QA models, and reporting structures.
• Work directly with CX, Operations, Digital, IT, and Architecture stakeholders to understand real-world workflows and constraints.
• Convert operational processes into AI-enabled workflows that align with containment, handle time, SLA, QA, escalation rate, and customer satisfaction metrics.

Enterprise Discovery & Technical Navigation:

• Lead rigorous technical discovery sessions across multi-layered enterprise organizations.
• Extract clear architecture and data requirements from ambiguous or politically complex environments.
• Identify logic gaps, data fragmentation, compliance constraints, and integration risks early in the engagement.