Principal Solutions Engineer, West

Description

The company builds an AI platform for customer experience that combines conversational AI agents, real-time help for human agents, and conversation analytics to lift revenue and efficiency across every channel. Its customers include large airlines, cable providers and hotel chains.

The company started at the Stanford AI Lab and has raised over $270 million from investors including a16z, Greylock and Sequoia. Its CEO previously founded and led Google's Contact Center AI and Vertex AI platforms.

This role sits at the front of AI-driven change in customer experience. You will work with Sales Directors as both a business consultant and a technical expert, guiding prospects through discovery, design and validation of the company's AI solutions.

You will learn how customers' business goals, technical setups and operational problems fit together, then design solutions that combine LLMs, SLMs and real-time AI assistance. Turning technical detail and business impact into clear terms is central to closing deals and keeping customers successful over time.

Responsibilities

• Advise prospects by identifying their business objectives, technical environment and operational pain points, then matching them to AI solutions.
• Map prospects' workflows and strategic goals to designs built on virtual agents, agent assist and conversation intelligence.
• Lead discovery sessions covering contact center infrastructure, telephony and IVR architecture, and CRM and workforce management platforms.
• Turn customer requirements into sturdy, scalable configurations that deliver business value and are technically feasible.
• Build and present tailored demonstrations showing how virtual agents, real-time coaching and analytics produce measurable results.
• Own the technical design and delivery of proof-of-value engagements, including integrations, real-time coaching workflows and virtual agent use cases.
• Run ROI workshops and build business case models that quantify gains such as lower costs, better efficiency and higher CSAT.
• Share insights from your work on AI, contact center transformation and customer success strategy.
• Act as the link between Sales, Product and Engineering, reporting back on platform capabilities, customer needs and trends in AI, NLP and contact center technology.
• Keep up with LLMs, SLMs, retrieval-augmented generation, speech recognition and contact center AI platforms.
• Present demonstrations of the company's proprietary large and small language model architecture, showing how it drives ROI through automation, efficiency and better customer outcomes.

Requirements

• 7+ years in customer-facing roles, with 1, 3 years in pre-sales, solutions engineering or consulting in enterprise software or contact centers.
• Solid knowledge of contact center solutions, including telephony (SIP, SBCs, ACDs, IVRs) and CCaaS platforms such as Genesys, NICE, Five9 and Amazon Connect.
• Good grasp of AI and ML, particularly LLMs and SLMs and their use in conversational AI and agent augmentation.
• Hands-on experience with real-time systems, CRM tools such as Salesforce, analytics platforms and SaaS architecture.
• You can explain complex solutions clearly to both technical and business audiences.
• You have a consultative approach and a record of leading strategic conversations, influencing stakeholders and fitting solutions to business goals.
• You learn quickly, work without much supervision and do well in fast-growing, highly collaborative teams.
• You care about the company's mission and want to help customers get value from AI.
• You live by the company's core Operating Principles.

Conditions

Pay is location-based, set to market rates and to each person's contribution. Rewards follow impact and excellence.

The base salary range is what the company expects to pay for this role in a given location. Final offers depend on factors such as experience, skills, education and geography. Total compensation includes equity and a full benefits package.

This role is eligible for variable target compensation, with earnings above target possible when goals are beaten.

OTE range: $220,000 to $275,000, variable, with equity offered.

The company may use AI tools in recruiting, and humans review their output. To ask questions or opt out, email the company's site with 'Opt-Out' in the subject line.

Candidates may not record interviews or use AI transcription by phone, notetaker, AI glasses or any other device. Exceptions or accommodations can be requested for review.

Recruiting emails come only from the company's site domain. Ignore outreach claiming to be from the company through any other source, as impersonation scams are on the rise.

Benefits

• Medical, dental and vision coverage for you and your family.
• Flexible PTO, taken whenever you need it.
• Paid parental leave for all new parents.
• A retirement savings plan.
• A budget to set up a remote home office.
• A monthly wellness and communication stipend.
• For onsite staff, meals in the office and commuter benefits.