Solutions Architect (Remote)

📋 Description

• • As a Solutions Architect at Level AI, you will be at the forefront of revolutionizing customer engagement by transforming contact centers into strategic assets. You will serve as a critical technical escalation point and a subject matter expert, bridging the gap between our cutting-edge AI-native platform and the diverse needs of our clients. Your role is pivotal in ensuring both our Customer Delivery and Sales teams have the technical expertise and strategic guidance to effectively showcase and implement the Level AI platform.
• • You will be instrumental in helping our customers and prospects visualize and understand how the sophisticated capabilities of the Level AI platform can be meticulously configured and seamlessly integrated with their existing systems to achieve their unique business objectives. This involves a deep dive into the architecture of the Level AI platform, understanding its extensibility, and mapping its functionalities to solve complex customer challenges.
• • A core responsibility will be to clearly and effectively communicate Level AI's infrastructure and technology stack to a variety of stakeholders, including prospects, existing customers, and internal teams. This communication must be tailored to the audience's technical acumen, ensuring that complex technical details are understood by both highly technical engineers and less technical business leaders.
• • You will spearhead critical technical discussions with customers, working in close partnership with the Customer Delivery team. This support extends across both pre-sales activities, where you'll help shape the technical vision for potential clients, and post-sales activities, where you'll ensure successful implementation and ongoing optimization.
• • Developing tactical solutions for strategic customers is a key aspect of this role. You will analyze customer workflows and system configurations to propose and implement optimized setups within the Level AI platform, maximizing their efficiency and the value they derive from our services.
• • Collaboration is paramount. You will work closely with Sales Engineers to craft compelling proof-of-concept (POC) solutions that vividly demonstrate the tangible value and integration capabilities of Level AI. This includes architecting and building out these POCs to address specific customer pain points and showcase the power of our AI-driven insights.
• • During the crucial onboarding process for new clients, you will provide essential technical support. This involves managing program tasks related to intricate technical configurations, with a strong focus on integrating telephony systems and ensuring robust data integration through both API-based methods and secure SFTP transfers.
• • A significant part of your role will involve supporting and optimizing the integration of various telephony platforms, such as Twilio, Genesys, Five9, or similar industry-standard solutions, with Level AI's core offerings. This requires a thorough understanding of telephony architectures and communication protocols.
• • You will be responsible for managing and implementing secure SFTP file transfers, a critical component for many customer workflows. Ensuring data integrity, security, and timely transfer is paramount to maintaining customer trust and operational efficiency.
• • Understanding client technical requirements will often necessitate leading in-depth technical discovery sessions. These sessions are vital for ensuring that our AI-powered customer support solutions are precisely configured to meet and exceed their specific needs and expectations.
• • You will act as a central point of contact for technical queries, collaborating seamlessly with internal teams including Sales, Product Management, Engineering, and Customer Support. This cross-functional collaboration is key to addressing client needs effectively and resolving any technical issues that may arise.
• • Continuous learning and development are expected. You must develop and maintain a deep, evolving understanding of our AI-powered customer support solutions, staying abreast of the latest advancements in AI, LLMs, and customer engagement technologies. Effectively communicating these technical advancements and their implications to clients is a core function.
• • Your ability to translate complex technical concepts into clear, actionable items for non-technical stakeholders will be crucial for driving project success and ensuring client satisfaction.
• • You will leverage your problem-solving skills to troubleshoot and resolve complex technical challenges, ensuring the smooth operation and continuous improvement of client integrations.
• • This role offers the opportunity to work with a dynamic, fast-growing Series C startup that is at the forefront of AI innovation in the customer engagement space.