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

Role Overview We 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 Do 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. - 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 Experience Enterprise 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 - Proven ability to lead technical discovery in complex, multi-stakeholder enterprise accounts. - Experience extracting structured requirements from ambiguity. - Track record of influencing architectural decisions and technical direction within enterprise environments. - Comfortable pushing back constructively on scope, feasibility, and risk. Applied AI & Systems Engineering - Hands-on experience building AI-driven applications using large language models or similar technologies. - Experience structuring reasoning flows, orchestration logic, and decision frameworks. - Practical experience designing retrieval strategies across structured and unstructured knowledge sources. - Strong Python proficiency including API client development, data normalization, error handling, and test harness construction. - Experience building lightweight internal tools or utilities to accelerate solution development. - Experience debugging multi-system interactions across AI behavior, logic layers, and integration layers. - Familiarity with version control and structured testing practices. Cloud & Integration Foundations - Working knowledge of cloud architecture patterns, including event-driven systems, middleware, and scalable API design. - Experience integrating enterprise SaaS platforms using REST APIs and webhooks. - Understanding of data modeling, schema design, and system scalability considerations. - Familiarity with at least one major cloud platform. Startup & Builder Mindset - Experience operating in high-growth startups or similarly fast-paced environments. - Demonstrated history of building complex systems independently. - Comfortable operating without rigid structure or fully defined requirements. - High ownership mentality with minimal dependency on external resources. - Bias toward shipping validated, working systems over producing theoretical designs. What Sets You Apart - You move from whiteboard architecture to working prototype in days, not weeks. - You design systems that withstand real-world enterprise constraints. - You think in workflows, integration bound