Lead design and build of AI-driven enterprise contact center and CX solutions in pre-sales: translate workflows into prototype architectures, architect retrieval/orchestration/validation systems, run technical discovery, partner with account teams, and deliver production-grade proofs of concept that handle real-world constraints and KPIs.
This is a remote position.
We are seeking a technically deep, hands-on Solutions Engineer with strong enterprise contact center and customer experience expertise, combined with a startup and builder mindset, to lead the design, prototyping, and hardening of AI-driven solutions for large enterprise prospects.
This is not a traditional demo-focused Sales Engineer role. This role operates as an applied AI systems architect and builder in a pre-sales environment. You will translate enterprise workflows into structured, demo-ready AI architectures and personally build working prototypes that validate feasibility under real-world constraints.
You must be comfortable owning technical design end-to-end, operating with high autonomy, executing under executive visibility, and driving technical outcomes without relying heavily on downstream teams.
You must be comfortable owning technical design end-to-end, operating with high autonomy, executing under executive visibility, and driving technical outcomes without relying heavily on downstream teams.
What You’ll Do
Applied AI Solution Architecture
- Design and prototype enterprise-grade, AI-driven customer experience demo solutions, translating business logic into structured reasoning frameworks.
- Architect robust retrieval, orchestration, and validation systems, building scalable prototypes that tolerate real-world data variability.
- Own the transition from early-stage prototype to hardened proof of concept.
Enterprise CX & Contact Center Expertise
- Apply deep knowledge of enterprise contact center ecosystems, including CCaaS, CRM, ticketing systems, digital messaging, routing logic, escalation flows, QA models, and reporting structures.
- Work directly with CX, Operations, Digital, IT, and Architecture stakeholders to understand real-world workflows and constraints.
- Convert operational processes into AI-enabled workflows that align with containment, handle time, SLA, QA, escalation rate, and customer satisfaction metrics.
- Identify integration patterns across enterprise systems and design practical implementation approaches.
Enterprise Discovery & Technical Navigation
- Lead rigorous technical discovery sessions across multi-layered enterprise organizations.
- Extract clear architecture and data requirements from ambiguous or politically complex environments.
- Identify logic gaps, data fragmentation, compliance constraints, and integration risks early in the engagement.
- Document architecture, assumptions, and technical success criteria clearly.
Strategic Pre-Sales Partnership
- Partner closely with Account Executives to shape technical strategy within enterprise accounts.
- Scope engagements realistically, balancing ambition with execution feasibility.
- Articulate architectural tradeoffs clearly to both executive and technical audiences.
- Influence enterprise stakeholders on integration patterns and AI implementation approaches.
- Contribute to scalable solution design that supports long-term account expansion.
Execution Expectations
- Operate independently in fast-moving, ambiguous environments.
- Rapidly build working prototypes under tight timelines.
- Take full ownership of technical outcomes rather than relying on downstream teams to validate feasibility.
- Design with production realities in mind, not just happy-path demonstrations.
- Maintain a consistently high conceptual and technical bar in AI-driven systems.
- Deliver artifacts that withstand executive and architectural scrutiny.
Requirements
Required Experience
Enterprise CX & Contact Center Background
- 5+ years of experience in enterprise customer experience, contact center, or customer support technology environments.
- Strong familiarity with CCaaS platforms, CRM systems, routing frameworks, digital messaging channels, escalation models, and reporting metrics.
- Experience modeling solutions against operational KPIs including containment, AHT, SLA, escalation rate, QA score, and CSAT.
- Demonstrated experience working with enterprise stakeholders across Operations, IT, Digital, and Architecture teams.
Enterprise Stakeholder Navigation
- Proven ability to lead technical discovery in complex, multi-stakeholder enterprise accounts.
- Experience extracting structured requirements from ambiguity.
- Track record of influencing architectural decisions and technical direction within enterprise environments.
- Comfortable pushing back constructively on scope, feasibility, and risk.
Applied AI & Systems Engineering
- Hands-on experience building AI-driven applications using large language models or similar technologies.
- Experience structuring reasoning flows, orchestration logic, and decision frameworks.
- Practical experience designing retrieval strategies across structured and unstructured knowledge sources.
- Strong Python proficiency including API client development, data normalization, error handling, and test harness construction.
- Experience building lightweight internal tools or utilities to accelerate solution development.
- Experience debugging multi-system interactions across AI behavior, logic layers, and integration layers.
- Familiarity with version control and structured testing practices.
Cloud & Integration Foundations
- Working knowledge of cloud architecture patterns, including event-driven systems, middleware, and scalable API design.
- Experience integrating enterprise SaaS platforms using REST APIs and webhooks.
- Understanding of data modeling, schema design, and system scalability considerations.
- Familiarity with at least one major cloud platform.
Startup & Builder Mindset
- Experience operating in high-growth startups or similarly fast-paced environments.
- Demonstrated history of building complex systems independently.
- Comfortable operating without rigid structure or fully defined requirements.
- High ownership mentality with minimal dependency on external resources.
- Bias toward shipping validated, working systems over producing theoretical designs.
What Sets You Apart
- You move from whiteboard architecture to working prototype in days, not weeks.
- You design systems that withstand real-world enterprise constraints.
- You think in workflows, integration boundaries, and measurable outcomes.
- You are equally comfortable discussing routing logic with contact center leaders and debugging APIs or AI behavior.
- You hold a high technical standard and proactively design guardrails and validation into your builds.
Success in This Role Looks Like
- Independently leading technical discovery that results in clearly documented architecture and defined success criteria.
- Delivering production-grade proofs of concept that withstand executive and architectural scrutiny.
- Identifying integration, data, and logic risks before late-stage deal pressure.
- Shipping working technical artifacts that reduce reliance on downstream teams.
- Translating AI system behavior into measurable operational and financial impact.
This Role Will Not Be a Fit If
- You prefer highly structured requirements before beginning work.
- You are uncomfortable being the primary technical owner in high-visibility enterprise deals.
- You rely heavily on product or engineering teams to validate feasibility before building.
- You view pre-sales primarily as presentation-driven rather than execution-driven.
Who This Role Is For
- This role is ideal for a technically strong builder with deep enterprise CX experience who wants to operate at the intersection of AI engineering and enterprise solution architecture.
- You are comfortable navigating executive conversations, designing scalable integration patterns, and personally building the systems that validate your architectural thinking.
- If you are seeking a traditional demo-focused Sales Engineer role or one centered primarily on slideware and handoffs, this role will not be the right fit.
Benefits
Benefits and Perks:
- Market-competitive total compensation package
- 100% company paid family medical and 100% individual dental and vision insurance coverage
- Flexible, unlimited vacation policy
- Stock options
- Strong company culture
Quiq is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure people feel supported and connected at work. Applicants need to have the authority to work in the US. As we are at an early stage, immigration sponsorship is not available.
Similar Jobs
Fintech • Machine Learning • Payments • Software • Financial Services
Lead and deliver large-scale AI/ML programs and the next-generation Generative AI platform. Build and grow a world-class TPM discipline, manage cross-functional delivery, mitigate technical risk, and drive execution across product, engineering, design, and data science to achieve business impact in regulated environments.
Top Skills:
AgileAIAWSCloud ComputingData PlatformsDistributed ComputingDistributed SystemsGenerative AiLow-Latency SystemsMachine Learning
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Provide physician leadership for utilization management: conduct coverage reviews, render determinations, document findings, engage in peer-to-peer discussions, collaborate with providers and internal teams, participate in clinical rounds, and ensure cost-effective, evidence-based care for members.
Top Skills:
ExcelMs WordOutlook
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Perform quantitative and qualitative research and analysis to identify fraud, waste, and abuse in government health programs; support project teams with data review, ad hoc analyses, deliverable improvement, and client-ready presentations while managing multiple priorities and maintaining high accuracy.
Top Skills:
ExcelPowerPointSpssSQLStataWord
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
