Principal Solutions Engineer, West

Role overview As a Principal Solutions Engineer, you’ll guide prospective customers through the design and evaluation of AI solutions for customer service operations. You’ll combine business consulting with technical expertise, helping customers connect their goals and existing systems to conversational AI, agent assistance, and interaction analytics.

Responsibilities - Lead discovery with business and technical stakeholders to understand workflows, contact center infrastructure, telephony, IVR, CRM, and workforce tools. - Design scalable solution configurations that fit customer requirements and technical constraints. - Build and deliver tailored demonstrations that show how virtual agents, real-time coaching, and conversation analytics can address business needs. - Plan and lead proof-of-value engagements, including integrations and representative AI use cases. - Facilitate ROI workshops and develop business cases based on outcomes such as lower costs, improved efficiency, and customer satisfaction. - Share customer needs and market observations with product and engineering teams, while keeping current with developments in language models, retrieval-augmented generation, speech recognition, and contact center AI.

Requirements - At least 7 years in customer-facing work, including 1–3 years in presales, solutions engineering, or consulting in enterprise software or contact centers. - Strong knowledge of contact center systems, including SIP, session border controllers, ACDs, IVRs, and CCaaS platforms. - Understanding of language models and their use in conversational AI and agent support. - Experience with real-time systems, CRM and analytics tools, and SaaS solution architecture. - Able to explain complex technical designs to business and technical audiences and guide consultative discussions with senior stakeholders. - Self-directed, quick to learn, and comfortable in collaborative, fast-changing environments.

Benefits and work setup - Remote role for candidates on the US West Coast. - Medical, dental, and vision coverage; flexible paid time off; paid parental leave; and a retirement savings plan. - Home office setup budget, monthly wellness and communications stipend, and equity. - Variable compensation with a stated OTE range of $220,000–$270,000.