Principal Solutions Engineer (CX) (225-725)

A Principal Solutions Engineer (CX) plays a pivotal role in shaping customer experiences by architecting and implementing innovative solutions that address complex business challenges. This position requires a deep understanding of customer experience strategies and technologies, enabling the development of cutting-edge solutions that enhance customer satisfaction and engagement. As a Principal Solutions Engineer specializing in customer experience (CX), you will act as a strategic advisor, collaborating closely with sales teams, clients, and internal stakeholders to design and deliver customized solutions that drive business growth. Your ability to understand client needs, articulate value propositions, and guide solution development will be essential in fostering long-term partnerships and achieving customer success. With a keen eye for detail and a knack for problem-solving, you will ensure that all solutions are aligned with client objectives and adhere to the highest industry standards.

Responsibilities

• Collaborate with clients to understand their customer experience goals and challenges.
• Design and develop innovative solutions that enhance customer engagement and satisfaction.
• Serve as a technical advisor to sales teams, assisting in solution development and presentations.
• Lead technical discussions and workshops with internal and external stakeholders.
• Create and deliver compelling presentations that articulate solution value propositions.
• Develop and maintain comprehensive solution documentation and implementation plans.
• Conduct regular reviews to ensure solutions align with client objectives and expectations.
• Provide technical leadership and mentorship to junior engineers and team members.
• Stay abreast of industry trends and emerging technologies in customer experience.
• Collaborate closely with product teams to provide feedback on product enhancements.
• Facilitate seamless integration of CX solutions with existing client systems and processes.
• Identify and troubleshoot potential technical challenges during the implementation phase.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field is required.
• Minimum of 7 years of experience in customer experience solution engineering.
• Proven track record of implementing successful customer experience solutions.
• Strong understanding of customer experience technologies and platforms, such as CRM.
• Excellent communication and interpersonal skills with the ability to engage stakeholders.
• Demonstrated leadership qualities with the ability to manage cross-functional teams.
• Proficiency in solution design, architecture, and integration techniques.
• Ability to travel as needed to meet with clients and participate in workshops.