Solutions Engineer – AWS & Cisco Contact Centre Solutions

Requisitos e responsabilidades

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What you will be doing

Pre-sales solution engineering: Support and lead pre-sales activities for contact centre opportunities built on Amazon Connect and Cisco contact centre technologies.
Customer engagement: Work closely with sales teams and customers to understand business requirements, position solutions effectively, and support opportunities throughout the sales cycle.
Solution demonstrations: Design, configure, customise, and deliver compelling product demonstrations and proof-of-concept environments tailored to customer use cases.
RFPs and technical proposals: Contribute to Requests for Proposal (RFPs), Requests for Information (RFIs), tenders, scope of work documentation, and professional services effort estimation.
Technical consulting: Present and articulate contact centre solutions, technical concepts, and product capabilities to both technical and non-technical stakeholders.
AWS Contact Centre technologies: Build and demonstrate Amazon Connect solutions and related AI-driven customer engagement features including Amazon Lex, Contact Lens, and Bedrock.
Cisco Contact Centre solutions: Support Cisco contact centre opportunities involving technologies such as Webex Contact Center (WxCC), Unified Contact Center Enterprise (UCCE), and Unified Contact Center Express (UCCX).
Demo customisation and configuration: Perform hands-on technical configuration and lightweight implementation work required to customise demos and showcase customer-specific workflows.
Sales collaboration: Partner closely with account managers and sales teams to help progress opportunities, support customer discussions, and position solutions effectively.
Customer relationship management: Build credibility and trusted relationships with customer stakeholders during the pre-sales engagement process.
Continuous learning and growth: Stay up to date with developments in Contact Centre as a Service (CCaaS), AI-powered customer engagement technologies, and evolving cloud contact centre trends.

We’d love to hear from you if you have

Pre-sales experience: Practical experience in a pre-sales, solutions engineering, solution consulting, or customer-facing technical role within cloud communications, contact centre, or related technology environments.
Contact centre technologies: Experience with Amazon Connect, Cisco contact centre technologies, or similar CCaaS platforms.
AWS technologies: Hands-on experience with Amazon Connect and related technologies such as Amazon Lex, Contact Lens, and Bedrock.
Cisco technologies: Experience with Cisco Webex Contact Center (WxCC), UCCE, UCCX, or similar Cisco contact centre technologies is highly desirable.
Customer-facing communication skills: Strong presentation, discovery, and customer engagement skills, with the ability to explain technical concepts clearly and confidently.
Demo and proof-of-concept work: Experience building demos, proof-of-concept environments, or customer solution showcases.
Technical foundations: Good understanding of contact centre architecture, cloud communications, telephony concepts, and customer engagement workflows.
Commercial awareness: Ability to balance technical discussions with commercial awareness and customer business needs during pre-sales engagements.
Industry background: Experience within Contact Centre as a Service (CCaaS), Unified Communications as a Service (UCaaS), Communications Platform as a Service (CPaaS), system integrators, cloud communications providers, or related industries.

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