Job Title: Professional Services Sales Engineer (AI Chat & Voice Bots)
Team: Customer Experience / Virtual Agent – Professional Services
Openings: 2
Reports To: PS Operations

About the Company

We are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.

Our Customer Experience and Virtual Agent products enable enterprises to automate and enhance customer interactions through intelligent chat and voice bots, integrated into existing contact center and business systems.

Role Summary

We are hiring two Professional Services Sales Engineers (SEs) to support pre-sales for our customer experience and virtual agent portfolio. These roles are critical to handling pre-sales Professional Services requests, reducing manager workload, and ensuring a polished, high-quality front-end experience for customers.

You will lead scoping and drafting of Professional Services Statements of Work (SOWs) for AI-powered chatbots and voice bots, working closely with Sales, PS Operations, and Deployment teams. This role is similar to our existing AI pre-sales roles but with a narrower and more focused set of responsibilities.

Ideal candidates bring a strong contact center / customer experience background, polished communication skills, and hands-on Professional Services experience in AI conversational solutions.

Key Responsibilities

• Pre-Sales Support
• Partner with Sales and PS leadership to respond to inbound pre-sales Professional Services requests.
• Participate in customer discovery calls to understand requirements for chat and voice bot implementations.
• Reduce workload on managers by owning the operational aspects of scoping and documentation for Professional Services engagements.
• Scoping & SOW Creation
• Scope and write Professional Services SOWs specifically for:
• AI chatbots (virtual agents, messaging bots)
• AI voice bots / IVR / voice virtual agents
• Clearly define:
• Scope, deliverables, and success criteria
• Assumptions, dependencies, and constraints
• Level of effort and timelines
• In-scope vs. out-of-scope items, and change control expectations
• Ensure SOWs align with delivery capabilities, standard PS offerings, and product roadmaps.
• Solution Framing & Design
• Translate customer business needs into high-level solution designs and implementation approaches using our customer experience and virtual agent capabilities.
• Work with Deployment and Delivery teams to validate feasibility and hand off scoped work cleanly.
• Identify integration needs (CRM, contact center platforms, knowledge bases, telephony, data sources, etc.) and capture them accurately in scoping documents.
• AI & Agentic Workflows
• Apply knowledge of agentic AI to shape how chat and voice bots orchestrate tools, workflows, and data.
• Help internal teams and customers understand what is realistic with LLM-based and AI-driven conversational solutions.
• Contribute to internal best practices for designing and scoping AI-powered customer experience projects.
• Internal Collaboration
• Collaborate with:
• PS Operations for processes, approvals, and workload management.
• Sales and existing pre-sales SEs to align on deal strategy and solution positioning.
• Deployment teams to ensure a smooth transition from pre-sales SOW to project delivery.

Required Qualifications

• Professional Services Scoping & SOW Experience
• Proven experience scoping and writing Professional Services SOWs for:
• Chatbots / virtual agents
• Voice bots / IVR / contact center automation
• Track record of producing clear, accurate, and customer-ready SOWs that set realistic expectations.
• AI / Agentic Experience
• Experience working with:
• AI or LLM-driven chat and/or voice solutions, and
• Preferably 1–2+ years with agentic AI patterns (tool calling, multi-step workflows, orchestration of agents).
• Practical understanding of the constraints, risks, and guardrails associated with deploying AI in production environments.
• Technical & Domain Skills
• Background in contact center, customer experience (CX), or CCaaS environments.
• Comfort discussing APIs, integrations, and data flows at a conceptual level.
• Ability to collaborate effectively with technical and non-technical stakeholders.
• Consultative & Communication Skills
• Strong discovery and requirement-gathering skills in customer-facing settings.
• Excellent written communication, especially for structured, precise SOWs and technical documentation.
• Professional, polished presence in customer meetings, internal reviews, and cross-functional discussions.

Ideal Background & Profile

• Experience in Professional Services, Pre-Sales Engineering, or Technical Consulting for enterprise software, especially in CX, contact center, or AI-driven solutions.
• Familiarity with virtual agent platforms, conversational AI tools, and integrating bots into broader CX ecosystems (CRM, ticketing, knowledge bases, telephony).
• Organized, detail-oriented, and comfortable managing multiple pre-sales requests simultaneously.
• Collaborative, low-ego, and customer-centric, with the ability to balance sales objectives, delivery realities, and long-term customer success.