Senior Solutions Architect
$206,000–$308,000 year
RemoteWashington, United States or Virginia, United States
Washington, United States or Virginia, United StatesRemoteFull Time$206,000–$308,000 yearSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Lead technical discovery and solution scoping conversations with Corporate, Mid-Market, and Enterprise customers to drive AMER pipeline growth and services revenue. Partner with Sales to define technical strategies, owning the primary technical relationship from initial discovery through proposal and closure. Design scalable customer experience, support, ITSM, automation, and AI-enabled solutions while identifying opportunities for AI agents, workflows, and knowledge-based systems. Support Solutions Architects in key meetings, workshops, and executive presentations, and drive best practices within the regional team. Create services sales strategies, provide weekly reporting on pipeline and technical risks, and help define the regional partnership strategy. Translate business requirements into technical solutions and measurable outcomes, supporting customer pilots and proofs of concept.
Required Qualifications
- Experience selling, scoping, or supporting Mid-Market and Enterprise software solutions
- Strong background in pre-sales, solutions architecture, consulting, implementation, technical strategy, or customer-facing technical roles
- Excellent interpersonal, communication, persuasion, presentation, and writing skills
- Proven ability to communicate technical value to C-level executives, directors, business stakeholders, and technical teams
- Experience scoping, managing, and executing customer pilots, Proofs of Concept, technical workshops, and solution demos
- Strong problem-solving skills, including the ability to translate business needs into practical technical solutions
- Advanced solution scoping capabilities, including the ability to use existing product capabilities while influencing future product development
- Previous consulting experience implementing enterprise-class software solutions
- In-depth knowledge of customer service software, ITSM, CRM, data warehousing, business intelligence, integrations, APIs, and customer experience platforms
- 2+ years of experience managing, mentoring, or leading a presales, solutions consulting, or similar technical team
- Bachelor's degree or equivalent experience required
- Ability to work in a fast-paced environment with multiple priorities and stakeholders
- Willingness to travel when required for strategic customer engagements
- Strong ownership mindset, executive presence, curiosity, and passion for helping customers succeed
- Practical experience using AI tools in a professional environment
- Comfort identifying where AI can improve customer workflows, operational efficiency, support experiences, and business outcomes
- Hands-on use of AI tools for research, documentation, solution design, customer analysis, workflow automation, and productivity
- Understanding of generative AI concepts, including prompt engineering, context management, retrieval-augmented workflows, AI assistants, and agent-based systems
- Ability to evaluate business use cases and determine where AI is appropriate, valuable, safe, and technically feasible
- Experience creating, configuring, or using AI-powered agents to perform structured tasks, automate workflows, assist users, or support business processes
- Knowledge of how to design and use reusable AI skills, playbooks, or task-specific capabilities that improve consistency and execution quality
- Familiarity with integrating AI tools into enterprise environments, including APIs, knowledge bases, support platforms, workflow tools, and internal systems
- Ability to explain AI opportunities and limitations clearly to both technical and non-technical stakeholders
- Awareness of AI governance considerations, including data privacy, security, hallucination risk, access control, human-in-the-loop review, and responsible AI usage
- Intermediate level of Terminal and Command-Line Usage
- Ability to write or modify basic scripts
- Experience using tools such as curl, package managers, Git, API clients, and cloud or platform CLIs
- Comfort debugging integration issues, authentication problems, API responses, and configuration errors
- Intermediate to Advanced understanding of how AI skills or reusable capabilities can be designed, documented, and applied to repeatable business tasks
- Ability to write or modify basic scripts
- Experience using tools such as curl, package managers, Git, API clients, and cloud or platform CLIs
- Comfort debugging integration issues, authentication problems, API responses, and configuration errors
- Intermediate understanding of how AI agents work and how they can be applied to real business scenarios
- Ability to evaluate agent performance and recommend improvements
- Intermediate to Advanced ability to participate in technical conversations involving integrations, APIs, automation, and enterprise architecture
- Ability to write or modify basic scripts
- Experience using tools such as curl, package managers, Git, API clients, and cloud or platform CLIs
- Comfort debugging integration issues, authentication problems, API responses, and configuration errors
Desired Qualifications
- Graduate degree
- Experience with Zendesk or similar customer experience, CRM, support, or ITSM platforms
- Experience in AMER markets and ability to work across diverse cultures, languages, and business practices
- Experience with AI-enabled customer service, chatbots, virtual agents, workflow automation, or knowledge management solutions
- Familiarity with enterprise AI platforms, automation tools, APIs, and cloud-based architectures
- Experience building technical demos, prototypes, or proof-of-concept environments
- Ability to influence product direction based on customer needs and market trends
- Strong business acumen and ability to connect technical recommendations to revenue, efficiency, customer satisfaction, and operational impact
- Bilingual or multilingual communication skills, especially English, Spanish, and Portuguese
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