Partner Solutions Engineer

PolyAI

12h

About The Position

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
PolyAI is seeking a Partner Solutions Engineer to serve as the technical backbone of our Alliances organization. This role sits at the intersection of partner enablement, customer value delivery, and integration architecture. You will support Systems Integrators in deploying PolyAI into enterprise environments, help ISV partners integrate PolyAI into their products, guide SI partners in building proprietary IP around our technology, and ensure that customers realize the full value of PolyAI through partner-led engagements.
This role also carries a forward-looking mandate: you will lead the adoption of AI tooling and automation across the Alliances and broader GTM organization, identifying opportunities to use platforms like Claude and other AI tools to make internal workflows more efficient and to embed AI-driven practices into partner deployment processes.
You will report to the VP of Alliances.

Requirements

• 5–7 years of experience in solutions engineering, partner engineering, sales engineering, or technical consulting — ideally in enterprise SaaS, contact center, voice AI, or CX technology environments
• Strong technical architecture skills: you can design integration solutions across telephony, CCaaS, CRM, and API-based systems, review partner solution designs, and provide credible technical guidance without needing to write production code yourself
• Willingness and ability to roll up your sleeves when needed — comfortable working with APIs, scripting, and troubleshooting integration issues alongside partner engineering teams
• Experience enabling technical partners: you have built enablement programs, reference architectures, or certification curricula that allowed external engineering teams to deploy or integrate a technology platform independently
• Familiarity with AI and voice technologies — conversational AI, speech recognition, NLP/NLU, large language models, or contact center automation
• Genuine enthusiasm for AI tooling and automation — you actively use tools like Claude, ChatGPT, or similar platforms in your own work and can see how they apply to team-level workflow optimization
• Strong communication skills: you can translate complex technical concepts for non-technical stakeholders and present credibly to both partner engineering teams and executive leadership
• Self-directed and comfortable working across multiple workstreams simultaneously in a fast-paced, high-growth environment

Nice To Haves

• Direct experience in contact center or voice AI technology — working with platforms like Genesys, NICE, Five9, Amazon Connect, Twilio, or similar
• Background supporting channel partners or systems integrators in deploying enterprise software — not just direct customer implementations
• Experience helping partners build IP, solutions, or practices around a technology platform
• Hands-on experience with AI/ML tooling, prompt engineering, or building automation workflows using AI platforms
• Familiarity with vertical-specific systems: healthcare (EHR, HIPAA), hospitality (PMS, loyalty platforms), or financial services (PCI-DSS, core banking)
• Previous experience at a high-growth startup where you wore multiple hats and helped define processes from scratch

Responsibilities

• SI Deployment Support & Technical Oversight
• Serve as the primary technical resource for SI partners deploying PolyAI into enterprise customer environments — providing architectural guidance, integration design review, and escalation support
• Ensure SI-led deployments meet PolyAI’s quality standards for telephony integration (SIP/PSTN), CCaaS platform connectivity (Genesys, NICE, Five9), CRM integration (Salesforce, Dynamics 365), and back-office API interconnection
• Develop and maintain technical enablement materials, reference architectures, and deployment playbooks that allow SI partners to execute independently at increasing scale
• Design and deliver technical onboarding, workshops, and certification programs for SI engineering teams
• ISV Integration & Technical Partnerships
• Support ISV partners in integrating PolyAI’s voice AI capabilities into their own products — scoping integration requirements, advising on architecture, and guiding partners through development to production
• Work with PolyAI’s Product and Engineering teams to ensure ISV integration requirements are reflected in API design, documentation, and roadmap priorities
• Help ISV partners realize maximum value from PolyAI by designing integration patterns that deliver compelling end-customer experiences and unlock new revenue opportunities for the ISV
• IP Development for SI Partners
• Collaborate with SI partners to design and build proprietary accelerators, vertical solution packages, and reusable integration templates on top of PolyAI’s platform
• Provide technical architecture guidance that enables SIs to create differentiated, repeatable offerings — such as industry-specific conversation flows, pre-wired EHR or PMS integrations, and analytics dashboards — that they can take to market as their own IP
• Ensure SI-built IP meets PolyAI’s technical standards and integrates cleanly with the core platform
• Customer Value Realization Through Partners
• Act as a technical advisor to ensure enterprise customers achieve maximum value from PolyAI deployments delivered through SI partners — reviewing solution designs, identifying optimization opportunities, and supporting post-deployment performance tuning
• Bridge the gap between PolyAI’s product capabilities and partner delivery execution, ensuring that what gets deployed in the field reflects the full potential of the platform
• Gather technical feedback from partner-led deployments and channel it to PolyAI’s Product and Engineering teams to drive continuous product improvement
• AI Tooling & Workflow Automation
• Lead the adoption of AI tools and automation platforms across the Alliances and GTM organization — identifying use cases where tools like Claude, OpenClaw, and other AI platforms can streamline internal workflows such as partner enablement, deal support, content creation, and pipeline management
• Embed AI-driven practices into partner deployment processes — exploring how AI can accelerate conversation design, integration testing, QA, and post-deployment analytics
• Serve as the internal champion for practical AI adoption, building lightweight proofs of concept and rolling out tooling that the team can use immediately

Benefits

• 💰 Participation in the company’s employee share options plan
• 🏥 100% of Single Cost (employee) and 70% of Dependent for medical, dental & vision
• 👪 Life Insurance
• ◻️ STD and LTD
• 💰 The opportunity to contribute to the company's 401k plan
• 🏝 Flexible PTO policy + 11 designated company holidays
• 📚 Annual learning and development allowance
• 🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
• 🧡 Enhanced parental leave
• 👨‍👩‍👧 Company-funded fertility and family-forming programmes
• 🌸 Menopause care programme with Maven

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees