Solution Consultant - NAM

The Solution Consultant a senior individual contributor who serves as the primary technical authority in Account Executive-led sales cycles within an assigned region or global segment. The role bridges commercial and technical disciplines — owning the pre-sales technical motion from discovery through to proof of concept and proposal, while acting as a trusted advisor to strategic prospects and customers within an assigned region or global segment. Operating in close partnership with Account Executives and Account Managers, the SC is accountable for technical win rates, solution quality, and the integrity of commitments made to customers before contract signature

Accountabilities

• Own the technical pre-sales motion for certain new-logo deals within the assigned region or global segment — from initial discovery and architecture assessment through solution design, proof of concept, High Level Effort Estimate, RFP/RFI response, and technical close.
• Serve as the definitive technical authority on Omilia's platform for certain deals within the assigned region or global segment — ensuring that all solution proposals are architecturally sound, technically deliverable, and accurately scoped before commercial commitments are made.
• Build and maintain trusted advisor relationships with technical decision-makers and enterprise architects at strategic prospect and customer organisations, positioning Omilia as the platform of choice for contact centre AI transformation.
• Drive technical win rates across the assigned region or global segment by developing and executing differentiated solution narratives that directly address each prospect's environment, constraints, and automation objectives.
• Collaborate with Demo Engineers within the assigned region or Global Segment to ensure all solution narratives are substantiated by impactful demos
• Ensure the integrity of RFP and RFI responses for certain opportunities within the assigned region or global segment — owning the technical sections end-to-end and coordinating cross-functional input from Product, Engineering, Security, and Professional Services.
• Maintain deep, current knowledge of the competitive landscape — including legacy IVR platforms and emerging conversational AI vendors

Key Responsibilities

Technical Discovery and Solution Design

• Lead structured technical discovery engagements with certain deals within the assigned segment or region — mapping current-state technical architecture, identifying automation gaps, quantifying business impact, and designing Omilia-based solutions that address the customer's specific environment, integration landscape, and regulatory constraints.
• Conduct in-depth architecture assessments covering telephony infrastructure, CRM and backend system integrations, data flows, security and compliance requirements, and channel strategy — producing a technically grounded solution design that forms the basis for scoping, pricing, and contractual commitments.
• Develop tailored solution proposals and technical response documents that map Omilia's platform capabilities (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) to each prospect's identified use cases, business outcomes, and technical environment.

Product Demonstrations and Proof of Concept

• Collaborate with Demo Engineers to design, configure, and deliver highly customised product demonstrations and proof-of-concept (POC) engagements for strategic accounts — moving beyond standard demo scripts to build scenario-specific flows that reflect the prospect's actual customer interactions, industry context, and business language.
• Own the full POC lifecycle for certain deals within the assigned segment or region — defining success criteria in alignment with the prospect and Account Executive, coordinating internal resources (Professional Services, Engineering) for POC delivery, and presenting results with a clear ROI and deployment readiness narrative.
• Master the Omilia demo suite across the full product portfolio and maintain demo environments that reflect current platform capabilities, recent product releases, and the most common use cases across verticals (banking, insurance, healthcare, utilities, telecommunications).

RFP and RFI Management

• Own the technical response to RFPs and RFIs for certain deals within the assigned segment or region — writing and structuring all technical sections, coordinating input from Security, Compliance, Product, and Engineering, and ensuring that responses accurately represent Omilia's capabilities and delivery commitments.
• Critically evaluate the technical sustainability and delivery risk of each strategic sales opportunities prior to commercial commitment — flagging architectural mismatches, integration complexity, unsupported requirements, or resourcing risks to Sales and Professional Services leadership.
• Maintain a library of reusable RFP response content, technical answer repositories, and solution templates for use cases common to the assigned region or global segment — continuously updating these assets as the platform evolves.

Technical Advisory and Stakeholder Engagement

• Act as a trusted technical advisor throughout the sales cycle — engaging IT architects, platform owners, security teams, and C-level technology stakeholders with credibility and depth, addressing objections with evidence-based responses and forward-looking platform context.
• Proactively identify and address technical objections, integration concerns, and compliance questions early in the sales cycle — building the technical confidence and internal sponsorship necessary to accelerate deal progression and reduce late-stage risk.
• Conduct technical benefits assessments that quantify the value of Omilia's platform in terms directly relevant to the prospect's business — call deflection rates, AHT reduction, CSAT improvement, agent cost savings, and compliance risk mitigation.

Competitive Positioning

• Maintain current, detailed knowledge of competing platforms across IVR, CCaaS, and conversational AI categories — including Nuance/Microsoft, Google CCAI, Amazon Connect, Genesys, Avaya, Five9, and NICE inContact — and develop technically rigorous competitive battle cards and displacement strategies Participate in competitive bake-offs and technical evaluations, positioning Omilia's architectural advantages, NLU accuracy, enterprise-grade security posture, and deployment flexibility against incumbent and emerging alternatives.

Cross-functional Collaboration and Internal Contribution

• Work in close alignment with Account Executives and Account Managers on strategic accounts — providing technical qualification, deal strategy input, and stakeholder mapping support throughout the sales cycle.
• Collaborate with Professional Services during the transition from pre-sales to delivery — ensuring that technical commitments, integration requirements, and POC outcomes are fully documented and handed over with sufficient context for successful implementation.
• Maintain accurate records of technical engagement activity, POC status, RFP pipelines, and solution configurations in Salesforce and internal knowledge systems.

Travel

• Travel within the United States (and occasionally to Omilia offices or customer sites internationally) up to 30% of the time to support prospect meetings, POC delivery, and key account engagements.

• Minimum 6 years of experience in a pre-sales solutions consulting, sales engineering, or technical advisory role within enterprise SaaS, CCaaS, conversational AI, or contact centre technology.
• Demonstrated track record of owning the technical pre-sales motion for complex, multi-stakeholder enterprise deals — including discovery, solution design, POC delivery, and RFP response — with verifiable contribution to technical win rates.
• Deep technical knowledge of contact centre architecture and integration patterns — including telephony (SIP, PSTN, WebRTC), CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics), omnichannel platforms, and enterprise middleware.
• Strong working knowledge of conversational AI concepts and technologies — NLU, dialogue management, ASR/TTS, intent classification, entity extraction, and voice biometrics — sufficient to engage credibly with customer platform architects and data science teams.
• Proficiency in designing and delivering customised product demonstrations and POC environments that map directly to prospect business requirements and industry context.
• Technical writing proficiency — able to produce clear, accurate, and commercially compelling responses to enterprise RFPs and RFIs, including security questionnaires, integration specifications, and compliance documentation.
• Strong understanding of the enterprise IT landscape within regulated verticals — banking (OCC, FFIEC), healthcare (HIPAA, HL7/FHIR), insurance, and utilities — including security architecture, data governance requirements, and vendor evaluation processes.
• Excellent verbal communication and presentation skills — able to engage a CTO or enterprise architect with technical depth while simultaneously communicating business value to a CFO or COO.
• Proficiency with Salesforce CRM and standard pre-sales tooling (demo environments, solution configurators, proposal management platforms).
• Willingness and ability to travel up to 30% of the time within the US and internationally.
• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical discipline.

Nice to have:

• Direct hands-on experience with Omilia's platform: OCP, miniApps, Pathfinder, CoPilot, TalkGuard, or OptimizeIQ — or with directly competing platforms (Nuance Mix, Google CCAI, Amazon Lex, Rasa).
• Experience in a solutions consulting or SE role at a high-growth SaaS company scaling through Series C and beyond — familiarity with building pre-sales practice infrastructure (playbooks, demo environments, RFP libraries) in parallel with active deal execution.
• Knowledge of US data privacy, AI governance, and voice data regulations relevant to enterprise deployments — CCPA, HIPAA, Illinois BIPA, and emerging federal AI frameworks.
• Familiarity with cloud infrastructure platforms (AWS, GCP, Azure) and their native contact centre or AI/ML services — relevant for positioning Omilia's deployment flexibility and integration patterns.
• Experience participating in Gartner Magic Quadrant or Forrester Wave evaluation processes, or supporting analyst briefings and customer reference programmes.
• Scripting or development experience (Python, JavaScript, REST APIs) sufficient to build lightweight POC integrations or customise demo environments without full engineering support.
• Relevant certifications in cloud platforms, contact centre technologies, or AI/ML (e.g., AWS Certified Solutions Architect, Google Professional Cloud Architect, CCNA Collaboration).

Omilia Note

• Contribute actively and effectively as an integrated team member.
• Act as an Omilia ambassador in all interactions.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.