Serve as the primary point of contact for stakeholders across Customer Service, Operations, IT, and Digital
Build trusted relationships with senior leaders and day-to-day operators alike
Communicate clearly with both executives and frontline managers, adjusting depth and framing to your audience
Act as the connective tissue between client requirements and our core engineering team
Map end-to-end customer service workflows and identify the highest-value automation opportunities
Design and configure conversational AI flows for voice interactions
Integrate the voice agent with the client's existing systems (CRM, ERP, order management)
Prototype, test, and iterate rapidly based on real-world call data
Define and track key performance metrics including call containment, escalation rate, and customer satisfaction
Deliver a phased rollout plan grounded in a deep understanding of the client's operations
Present performance reports and business impact cases to senior leadership
Build the internal case study that will underpin future enterprise deployments

5+ years in Solutions Consulting, Technical Consulting, or Pre-Sales Engineering
Proven track record delivering SaaS or enterprise software implementations
Experience working with large enterprise customers and navigating complex stakeholder environments
Familiarity with CRM platforms such as Salesforce, Microsoft Dynamics, or SAP
Exposure to AI, automation, contact centers, or voice technology is a significant advantage

AI Solutions Engineer – Enterprise Voice

Key skills