Presales Engineer - Contact Center Solutions
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Job Description:A NiCE Solution Engineer will play a pivotal role in leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions. Through discovery, requirements gathering, validation, and demonstration, the Solution Engineer will connect customer needs to tailored solutions. They will be a trusted advisor capable of articulating the value of NiCE’s Workforce Augmentation solutions to both business and technical stakeholders.
Qualifications:- Deliver compelling demonstrations that align NiCE’s Recording and Quality Management solutions with the customer’s unique business challenges.
- Identify and address all functional and technical challenges of assigned accounts.
- Interpret customer requirements with precision and utilize strategic questioning to exceed expectations.
- Educate and influence clients on how NiCE’s solutions deliver superior value, ease of use, and measurable benefits.
- Take the lead in all technical elements of the sales cycle.
- Assist in the creation and execution of successful proof of concepts (POC) to demonstrate solution effectiveness.
- Collaborate closely with account executives and overlay teams, actively contributing to a team-based sales strategy.
- Lead sales enablement sessions to educate internal teams, partners, and customers on Recording, QM, Compliance, and AI innovations.
- Act as a subject‑matter expert (SME) on Recording and QM within larger cross‑portfolio opportunities including WEM, CCaaS, and CX transformations.
- Demonstrate expertise in integrating NiCE solutions with different types of Automatic Call Distributors (ACDs) and Private Branch Exchanges (PBXs).
- Respond to RFIs/RFPs, addressing both functional and technical components with expertise.
- Demonstrate strong understanding of AI and Generative AI concepts, including LLMs, NLU/NLP, speech analytics, summarization engines, and AI‑driven automation.
- Articulate how NiCE’s AI frameworks (e.g., Enlighten AI, GenAI‑powered QM, AI scoring, forecasting intelligence) solve customer challenges.
- 5+ years of experience supporting multiple software products and services in complex account environments.
- 3+ years of experience in supporting Recording and/or Quality Management solutions within enterprise accounts.
- Excellent skills in delivering presentations and customized demonstrations.
- Proven track record of driving strategic deal wins.
- Ability to manage multiple intricate sales opportunities at once.
- Strong communication skills to connect with C-level executives and frontline employees alike.
- Familiarity with different types of ACDs, PBXs, and their integration requirements.
- Solid understanding of network protocols, compliance standards, and cloud security practices.
- Foundational understanding of AI and Generative AI concepts, including LLMs, supervised/unsupervised modeling, and speech/text analytics.
- Experience or knowledge of Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions.
- Familiarity with a full suite of SaaS product offerings.
- Certifications or hands-on knowledge of cloud platforms like AWS, Azure, and Google Cloud.
- Experience working with AI‑enabled products or customer intelligence platforms