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Solution Engineer

2 months ago

UK, UK, United Kingdom contactSPACE Full time

contactSPACE is an Australian based global supplier of SaaS contact centre solutions. We help customers by creating innovative leading-edge cloud-based solutions that are simple to implement and use, cost-effective, functionally rich and scalable.


We have created a significant solution set including our own “full-stack” contact centre SaaS product and targeted critical solutions for Amazon Connect and Twilio Flex customers.


We are growing our team with a role for a Solution Engineer. This is an exciting and varied role crossing through many functional “boundaries”. In this role, you can leverage your skills to become a “Go-To" person for product, technology and industry knowledge.


To be successful, you must have a strong desire to be a leader, to leverage your technical and industry skills, including the ability to identify business requirements, participate in sales strategies and want to make customers successful with solutions that provide business value.


The role is customer-focused; delivering deep Contact Centre process & product Knowledge across all contactSPACE product offerings in all our global markets.


Job tasks and responsibilities

  • Working closely with Management, Account Executives (AEs), and Customer Success Managers (CSM) during the sales process and throughout the entire customer life cycle
  • Be the "go-to" person to guide or solve complex challenges or questions
  • You will be providing industry, technical and product expertise especially integration, helping customer solution design and leading Proof of Concepts (POC) to showcase contactSPACE and its capabilities
  • You will be mapping our customers and leads processes and tools in order to understand how we can implement contactSPACE within their existing process and improve their productivity
  • Be the product industry and technology expert in our chosen markets
  • Integrations, APIs, and webhooks are where we can bring value to your team
  • Setting up POC together with our clients, providing technical and network expertise also in the pre-sales activities
  • A product roadmap champion internally and externally with our internal teams and in conversations with prospects and clients
  • Building internal documentation on how to build these workflows and empower everyone within the teams with technical expertise
  • Working closely with our third-party partners and resellers in order to enable them for technical complex implementations
  • Contribute to the developer platform with materials, solutions, and services offered to the client to share it with the community


A little more about you:

  • You are thrilled by understanding customer needs in all stages of the sales cycle and you love going into the nitty-gritty details of their use cases
  • You are curious but always critical
  • Understanding why is what drives your daily conversations and you are ready to challenge people thinking in a positive way
  • You live in the nexus between business, sales, and technology
  • You know the basics of at least one programming language (e.g. Javascript, Ruby, Go, Python, etc.) and understand the concepts of web servers and databases
  • You have an intimate understanding of contact centres and outbound activities
  • You have a proven track record of managing complex projects and several stakeholders with different backgrounds (you can convince the Head of Sales and also talk tech with a Project Manager)
  • You have already previous expertise as a Solutions Engineer/Sales Engineer or you have always been the person-to-go for technical questions as playing a role as an AE or Strategic Customer Success Manager in a tech company
  • Enthusiasm, fun and smile. This might be the single most important point, even if it’s the last
  • You are an outstanding contributor and team player