Senior Solutions Engineer

Sanas • Boston, MA

7d • Hybrid

About The Position

Sanas is hiring a Senior Solutions Engineer to improve the conversion rate of customer pilots for its real-time speech AI products. The role owns the technical side of a portfolio of enterprise and BPO deals, proving the product in customers’ environments, encouraging agent adoption, and quantifying business impact for executive decision-makers. The engineer also leads the Solutions Engineering effort for new products, including early customer pilots and creating repeatable sales playbooks.

The position is part of the Sales Engineering team, which includes five Solutions Engineers supporting ten Account Executives. It is based in Boston, with an expectation to work in the office two days per week and travel approximately 20% to support customers and business needs. The role reports to the Sr Director of Solutions Engineering.

Requirements

• At least 6 years of experience in presales solutions engineering, solutions consulting, or a technical customer-facing role in CCaaS, CX, UC, or contact center software; experience operating a contact center technology stack before moving into presales is valued.
• Ability to engage executives such as VPs of Operations and CIOs and also troubleshoot technical configurations with desktop administrators.
• Practical knowledge of Windows desktops, thin clients, VDI and virtual desktop environments, audio devices, CPU and network constraints, and browser behavior.
• Ability to build measurement plans, identify problematic baselines, and interpret results without overstating conclusions.
• Experience independently conducting security reviews and responding to RFPs.
• Strong, clear, and fast writing skills for deal communications and concise readouts.
• Comfort working without an established playbook and creating one when needed, particularly for new products.
• Willingness to travel to customer sites approximately 20% of the time.
• Willingness to take occasional early or late calls to support teams in APAC, EMEA, and LATAM.

Nice To Haves

• Familiarity with the MEDDPICC sales methodology.
• Background in audio, speech, or digital signal processing (DSP), or experience selling into a contact center audio stack.
• Experience with Genesys, Five9, NICE, Amazon Connect, Avaya, Zoom, or Teams voice.
• BPO experience or experience supporting offshore delivery teams in the Philippines, India, or LATAM.
• Familiarity with APIs, SDK-based integrations, cloud platforms, and BI tools.
• Experience taking a new product to its first customers.

Responsibilities

• Partner with Account Executives to qualify the technical and business fit of prospective pilots before committing to them.
• Agree on pilot success criteria and baseline measurements with customers, including metrics, agent groups, and comparison windows.
• Connect pilot outcomes to strategic business priorities that matter to customer executives.
• Conduct technical due diligence covering endpoints, CPU capacity, headsets, browsers, VDI and thin-client setups, networks, telephony paths, and administrative rights.
• Manage security and compliance reviews, including InfoSec questionnaires, OneTrust or similar reviews, data processing architecture, and RFP responses.
• Provision and configure pilots in the company portal, manage group IDs and licenses, and maintain accurate trial dates.
• Monitor usage and telemetry during pilots and address adoption issues early.
• Triage audio and quality issues with customer IT, deployment, and product teams, including latency, mispronunciation, echo, distortion, unsupported CPUs, and conflicting audio software.
• Train supervisors and agents, and work with floor supervisors to support adoption.
• Coordinate with the assigned Deployment Manager and engineering teams across the US, India, and the Philippines.
• Collect pilot evidence, including agent surveys, call samples, and supervisor feedback.
• Build and present executive readouts covering metrics such as AHT, FCR, CSAT, QA and compliance scores, sales conversion, and transfer and escalation rates.
• Hand off accounts to Customer Success with the pilot story and relevant context for kickoff.
• Share field learnings with Product, providing specific feedback about model, application, and hardware performance.
• Lead customer-facing pilots for new products, identify suitable early customers with Account Executives, scope pilots, and work through product issues with customers.
• Work with Product and Product Marketing before launches to prepare demos, technical requirements, and security responses.
• Develop playbooks for new products, including discovery questions, demo flows, pilot design, success metrics, and likely objections, and train Solutions Engineers and Account Executives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed