Senior Pre-Sales Engineer (AI Assurance) - CX Technology & Agentic AI

Let's talk about the role and responsibilities:

• Ownership: Own the technical sales engagement from first discovery through technical win.
• Discovery: Lead deep discovery on customers’ CX tech stack, AI agents, quality and compliance risks, and success criteria.
• Solution design: Design closed-loop assurance solutions that test, monitor, and observe customers’ AI agents across their CX stack.
• Demos and workshops: Deliver tailored demos, overviews, and workshops that connect the platform to customers’ AI agent quality and compliance goals.
• Proofs of concept: Scope and run POCs that validate the platform against customer success criteria.
• Business case: Quantify the cost of AI failure and the efficiency gained through assurance for executive buyers.
• Collaboration: Partner with Sales, Product, and Implementation on RFPs, objections, and delivery handoff.
• Enablement: Create reusable demos and materials, and mentor teammates on agentic AI technology and prompt engineering.

Let’s talk about your skills and expertise:

• Pre-sales experience: 5+ years in pre-sales or solutions engineering with C-level and VP-level stakeholders.
• CX technology: Solid understanding of the CX tech stack, including CCaaS, IVR, CRM, and digital channels.
• Agentic AI experience: Strong, proven experience with how AI agents and agentic workflows are built, deployed, and behave in CX environments.
• AI technology: Deep knowledge of the agentic tech stack: LLMs, RAG, tool calling, orchestration, and MCP.
• Prompt engineering: Advanced prompt engineering skill, from reading agent system prompts to crafting adversarial test scenarios.
• AI observability: Strong grasp of AI agent quality and compliance monitoring: evaluation, hallucination detection, and policy adherence.
• Closed-loop assurance: Understanding of how testing, monitoring, and observability combine so production failures feed new tests.
• Discovery and solutioning: Exceptional ability to turn complex CX and AI requirements into sound technical solutions.
• Communication: Credible storytelling that links technology to business outcomes for executive and technical audiences.
• Education: Bachelor’s degree in Computer Science, IT, or a related field, or equivalent experience.

Preferred experience:

• AI agent platforms: Familiarity with customer AI agent platforms such as Cognigy, Sierra, Decagon, Observe.AI, AWS, and Google.
• CCaaS Platforms: Familiarity with platforms such as NiCE, Genesys, Five9, Talkdesk, AWS Connect, and others.
• Testing and monitoring: Experience with CX testing, monitoring, or observability tools.
• AI governance: Familiarity with compliance and risk for AI in customer interactions.