Senior Solution Consultant - AI & Automation

Five9 is in search of a Senior Solution Consultant to drive solution discovery, demonstration, design, and presentation of Five9’s AI Solutions. The applications of Five9 AI encompasses customer engagement, live agents, and contact center operations. The ideal candidate should have experience working with, and knowledge of technologies that facilitate customer self-service, live agent assistance, customer journey analysis, and next generation workforce engagement management.  As a Senior Solution Consultant, you’ll be collaborating on sales proposals, providing pre-sales support to both direct and indirect sellers, demonstrating solutions, and making best practice recommendations which enable our Customers to get optimal results from their Contact Center are all central to your day to day activity.

A Senior Solution Consultant displays expert levels of technical and business skills. Tenure and experience as a solution consultant in relevant industries are critical factors considered, but are not, by themselves, deciding factors for applying candidates. Candidates should possess a high level of professionalism, persistence, focus, and ability to execute while consulting our customers.

Key Responsibilities:

• Partner with direct and indirect sales teams to acquire new Five9 customers
• Translate customer business needs/outcomes to technical solutions
• Provide subject matter expertise to Five9 Sales Directors and Solution Consultants
• Engage in solution discovery and design, with a focus on integrating Five9 technology into an organization’s existing infrastructure
• Mentor more junior Solution Consultants
• Serve as both an internal and customer facing AI subject matter expert
• Educate, enable, and empower Five9 direct and indirect technical sellers
• Deliver customized demonstrations, with unique thought leading solutions.
• Remain up to date on latest innovations related to Contact Center and AI
• Lead communication plans, internally and externally, in a strategic fashion.
• Consistently exceed customer’s business and technical expectations
• Work with cross functional groups to align on new product development and solution design delivery.
• Work with Marketing and Product Managers as a go to resource for product feedback, providing insights from the field.
• Answer customer initiated Requests for Proposal (RFP) and Requests for Information (RFI)
• Effectively communicate Solutions Consulting plans, progress, and status to both internal and customer organizations
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in-line with specific sales and/or services opportunity requirements
• Work with Professional Services to align on configuration of products for customers and ensure a seamless pre to post sales transition
• Establish and maintain lines of communication with internal stakeholders on key initiatives
• Must be able to travel nationally on short notice, up to 60% at times, providing on-site consulting work to clients in addition to working remotely from your home office

 
Key Qualifications:

• Years of experience – 10 Years
• Business acumen, with an engineering mindset
• Expert technical knowledge of, and experience with application of AI for CCaaS
• Significant Contact Center industry experience
• Exceptional verbal, written and presentation skills with the ability to foster effective customer relationships
• Extensive Senior Executive presentation experience and skills
• Deep technical knowledge of systems integration (APIs, SOAP, REST, etc.)
• Education - Bachelors or Equivalent Experience Preferred
• Proven record of successful solution selling, demonstrations, and presentations
• Inquisitive nature
• Technical aptitude
• High degree of self-motivation
• Enterprise architecture design

 
Preferred Experience:

• Google CCAI
• Amazon Lex
• Microsoft Cognitive Services
• Generative AI
• LLMs
• Prompt engineering
• Contact Center Operations
• Contact Center Reporting
• Knowledge Management
• Workflow Automation
• Biometrics
• HIPAA
• PCI
• Software development lifecycle
• Conversational Design
• UCaaS
• Machine Learning
• Data Science

#LI-ND1 #LI-REMOTE