Senior Solutions Engineer, Enterprise AI & CX (US Remote)

Senior Solutions Engineer, Enterprise AI & CX (US Remote)Remote USExperience – Solutions Engineer /Full-time /Remoteapply for this jobRole OverviewWe are seeking a technically deep, hands-on Solutions Engineer with strong enterprise contact center and customer experience expertise, combined with a startup and builder mindset, to lead the design, prototyping, and hardening of AI-driven solutions for large enterprise prospects.This is not a traditional demo-focused Sales Engineer role. This role operates as an applied AI systems architect and builder in a pre-sales environment. You will translate enterprise workflows into structured, demo-ready AI architectures and personally build working prototypes that validate feasibility under real-world constraints.You must be comfortable owning technical design end-to-end, operating with high autonomy, executing under executive visibility, and driving technical outcomes without relying heavily on downstream teams. What You’ll DoApplied 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.- Identify integration patterns across enterprise systems and design practical implementation approaches.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.- Document architecture, assumptions, and technical success criteria clearly.Strategic Pre-Sales Partnership- Partner closely with Account Executives to shape technical strategy within enterprise accounts.- Scope engagements realistically, balancing ambition with execution feasibility.- Articulate architectural tradeoffs clearly to both executive and technical audiences.- Influence enterprise stakeholders on integration patterns and AI implementation approaches.- Contribute to scalable solution design that supports long-term account expansion. Execution Expectations- Operate independently in fast-moving, ambiguous environments.- Rapidly build working prototypes under tight timelines.- Take full ownership of technical outcomes rather than relying on downstream teams to validate feasibility.- Design with production realities in mind, not just happy-path demonstrations.- Maintain a consistently high conceptual and technical bar in AI-driven systems.- Deliver artifacts that withstand executive and architectural scrutiny. Required ExperienceEnterprise CX & Contact Center Background- 5+ years of experience in enterprise customer experience, contact center, or customer support technology environments.- Strong familiarity with CCaaS platforms, CRM systems, routing frameworks, digital messaging channels, escalation models, and reporting metrics.- Experience modeling solutions against operational KPIs including containment, AHT, SLA, escalation rate, QA score, and CSAT.- Demonstrated experience working with enterprise stakeholders across Operations, IT, Digital, and Architecture teams.Enterprise Stakeholder Navigation-...