We are seeking an experienced Solution Engineer specializing in Customer Experience and Artificial Intelligence to support strategic customer engagements and help organizations define and realize their digital transformation priorities.
This role requires a strong combination of technical depth, functional business understanding, consultative skills, and executive communication capabilities. The successful candidate will engage with business and technology leaders to understand strategic objectives, shape solution visions, and demonstrate how Customer Experience platforms and Artificial Intelligence can improve business performance, customer engagement, employee productivity, and operational effectiveness.
The position requires the ability to address AI topics across the full maturity spectrum, from foundational concepts and generative AI to advanced agentic AI and autonomous enterprise processes.
Key Responsibilities
- Engage with senior business and technology stakeholders to understand strategic priorities, business challenges, and transformation objectives.
- Lead discovery sessions and executive workshops to identify opportunities for Customer Experience and AI-enabled transformation.
- Translate business requirements into clear, scalable, and differentiated solution strategies.
- Develop compelling end-to-end narratives that connect business outcomes, Customer Experience capabilities, data, integration, automation, and Artificial Intelligence.
- Position Customer Experience solutions across areas such as marketing, sales, customer service, customer data, loyalty, and engagement.
- Articulate the business value of AI, generative AI, and agentic AI to both executive and technical audiences.
- Explain the evolution from traditional automation to AI assistants, intelligent workflows, autonomous agents, and multi-agent environments.
- Identify opportunities where AI can enhance decision-making, personalization, productivity, customer engagement, and operational efficiency.
- Define appropriate levels of autonomy, human oversight, governance, and control for AI-enabled solutions.
- Design high-level solution architectures that connect enterprise applications, data platforms, integration services, analytics, security, and AI capabilities.
- Conduct product demonstrations, solution presentations, technical deep dives, and proof-of-value engagements.
- Support opportunity strategy, technical qualification, solution positioning, competitive differentiation, and proposal development.
- Collaborate with sales, product, engineering, consulting, and customer success teams throughout the customer lifecycle.
- Act as a trusted advisor, helping customers evaluate solution feasibility, implementation considerations, and long-term transformation roadmaps.
- Contribute to the development of reusable solution assets, demonstration content, architectures, and best practices.
- Bachelor’s degree in Computer Science, Information Systems, Engineering, Business Administration, Marketing, or a related field.
- Relevant experience in solution engineering, presales, consulting, enterprise architecture, business analysis, or digital transformation.
- Strong understanding of Customer Experience strategies, processes, and enterprise platforms.
- Demonstrated ability to combine functional business requirements with technical solution design.
- Solid understanding of Artificial Intelligence, generative AI, large language models, and enterprise AI adoption.
- Knowledge of agentic AI concepts, including autonomous agents, orchestration, reasoning, tool usage, memory, human-in-the-loop controls, and multi-agent collaboration.
- Experience designing and presenting cloud-based, data-driven, and integrated enterprise solutions.
- Strong understanding of APIs, integration, data management, security, privacy, and enterprise architecture principles.
- Proven experience delivering executive presentations, demonstrations, workshops, or proofs of concept.
- Excellent communication, storytelling, analytical, and problem-solving skills.
- Ability to operate effectively in complex, cross-functional, and customer-facing environments.
- Professional fluency in English.
- Experience with CRM, marketing automation, customer service, customer data, loyalty, or engagement platforms.
- Familiarity with AI platforms, prompt engineering, retrieval-augmented generation, semantic search, and AI agent frameworks.
- Experience integrating AI capabilities into enterprise applications and business processes.
- Understanding of responsible AI, governance, data privacy, security, transparency, and regulatory considerations.
- Experience with cloud platforms, analytics, integration technologies, or data management solutions.
- Experience in a presales, advisory, or consulting role within an enterprise software organization.
- Relevant certifications in cloud, CRM, data, enterprise applications, or Artificial Intelligence.
- Executive presence and communication
- Customer-focused and consultative mindset
- Business and commercial acumen
- Technical and functional credibility
- Strategic thinking
- Solution architecture capability
- Strong storytelling and demonstration skills
- Ability to simplify complex concepts
- Innovation and intellectual curiosity
- Cross-functional collaboration
- Results orientation
- Adaptability in a rapidly evolving AI environment
- Build credibility and trusted-advisor relationships with customers.
- Connect Customer Experience and AI capabilities to clear business outcomes.
- Develop technically sound and commercially compelling solution strategies.
- Deliver differentiated executive presentations, demonstrations, and proofs of value.
- Increase customer confidence in AI-enabled transformation.
- Support opportunity progression and improve technical win rates.
- Identify viable agentic AI opportunities with appropriate governance and implementation considerations.
- Collaborate effectively across sales, product, engineering, consulting, and customer success teams.
Career Level - IC4