Sr Sales Engineer

West

About The Position

We’re seeking a Sr. Solutions Engineer to help connect business needs with technical capabilities in a fast-moving, customer-facing environment. This role plays an important part in both current customer support and new customer discovery, while also helping shape how WestCX solutions are positioned, demonstrated, and delivered. You’ll work across a range of solution areas and client needs, making this a hands-on and varied opportunity for someone who enjoys solving problems, engaging directly with customers, and translating technical complexity into practical outcomes. As the team continues expanding its capabilities in AI-driven customer experience, this role will also help bring forward-thinking perspective to conversations around AI, conversational AI, IVR, and IVA. Healthcare experience is highly preferred.

Requirements

Experience in solutions engineering, technical pre-sales, or a similar customer-facing technical role, ideally delivering cloud or AI-powered customer experience solutions
Proven ability to translate business requirements into workable technical approaches, including where and how to apply AI to improve workflows and outcomes
Experience supporting customer meetings, discovery sessions, and product demonstrations that highlight AI-assisted and automated experiences
Strong understanding of integration concepts, data flows, and technical feasibility across platforms and workflows, including how AI services (NLU, LLMs, analytics, routing) fit into existing architectures
Hands-on experience implementing AI or automation in real-world scenarios (e.g., Conversational AI, IVR/IVA flows, virtual agents, call deflection, summarization, or intelligent routing), from design through measurement of business impact
Familiarity with AI, Conversational AI, IVR, or IVA solutions and their role in customer experience, with the ability to explain capabilities, limitations, and trade-offs to both technical and non-technical stakeholders
Strong communication and collaboration skills with customers, sales partners, and internal stakeholders; comfortable leading technical discussions about AI-enabled solutions
A curious, proactive mindset: you experiment with new AI tools and techniques, think critically about where they add value, and recommend better approaches based on data
A desire to contribute to team growth, improve processes, and support solution success, including helping develop AI best practices, playbooks, and reusable patterns

Nice To Haves

Healthcare experience highly preferred, especially applying AI in regulated environments with attention to privacy, security, and compliance

Responsibilities

Partner with existing customers on solution-related questions, project support needs, and technical discussions
Participate in customer meetings and help align technical capabilities to desired outcomes
Support new customer discovery by understanding business goals, technical environments, and workflow requirements
Evaluate integration considerations and research how customer systems connect to WestCX solutions
Prepare for and deliver product and platform demonstrations for current and prospective customers
Tailor demo scenarios and supporting materials to customer needs and solution capabilities
Contribute to discussions around AI, conversational AI, IVR, and IVA use cases
Help assess how these technologies fit into customer workflows to support self-service and business outcomes
Collaborate across the team during onboarding and beyond, including shadowing, shared call participation, and guided handoffs
Bring initiative, thoughtful questions, and sound judgment to improve how the team works and how solutions are delivered