Senior Solution Consultant

Accountabilities:: Lead strategic implementations for new and existing customers, from requirements gathering and solution design through configuration, integration, testing, and training. Understand customer business objectives, document user stories, and recommend solutions aligned with industry best practices. Gather and document functional and technical requirements, develop prototypes, and create user acceptance testing guides. Design and implement integrations using applications and APIs, including Studio flows, data dips, automations, custom applications, and third-party CRM systems. Develop customer journey diagrams and implement custom objects, workflows, validation rules, approval processes, triggers, and email alerts. Track implementation progress with customers, identify risks, and develop mitigation and contingency strategies. Apply strong technical judgment to resolve complex implementation challenges and identify effective process and technology solutions. Produce clear and accurate technical documentation throughout the implementation lifecycle. Collaborate with Product, Support, and other internal teams to ensure timely delivery of feature requests, bug fixes, and support needs. Participate in sales activities when required by gathering requirements, defining delivery approaches, and contributing to proposals and statements of work. Requirements: Bachelor's degree in a technical field or significant equivalent professional experience in a technical role. 8+ years of experience in Professional Services or Consulting, or 2+ years in IT application development, software product development, or a similar role within a fast-paced SaaS environment. Experience with Contact Center or CCaaS products, ideally supported by relevant CCaaS or SaaS certifications. Strong knowledge of IVR and call-flow development. Experience with Web Services and REST APIs, including creating and managing integrations. Familiarity with flowchart and diagramming tools such as Visio or Lucidchart. Strong consultative skills and the ability to explain technical concepts clearly to audiences with different levels of technical expertise. Experience managing customer relationships, with strong interpersonal skills and a mature, professional approach. Excellent verbal and written communication skills, attention to detail, and discretion when working with clients. A strong problem-solving mindset and the ability to quickly understand and learn new technologies. Highly organized, self-motivated, and comfortable taking ownership in challenging environments. Ability to collaborate effectively across functions in a fast-paced, evolving SaaS or startup environment. Benefits: Opportunity to work on strategic customer implementations within a high-growth technology environment. Exposure to complex SaaS, CCaaS, API, CRM, and integration projects. Opportunity to collaborate with cross-functional teams and contribute to customer-facing technology initiatives. Professional growth through challenging implementation, consulting, and solution-design responsibilities. Opportunity to participate in both delivery and sales-cycle activities. Fast-paced and innovative work environment with opportunities to make a meaningful impact.