Lead Solutions Architect - Post Sales (Remote - US)

6 Days ago • 5 Years +

About the job

Summary_{By Outscal}

Level AI seeks a Lead Solutions Architect with 5+ years of experience in contact center operations and integration, with expertise in CCaas vendors, telephony systems like Five9, Genesys, and Avaya, and CRM platforms. The ideal candidate will have strong customer focus, analytical skills, and experience with real-time media streaming protocols like RTP and WebRTC.

Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.

In this role, you’ll be working with Leaders and Operators across different companies to architect the best solutions for their complex Contact Center Operations.

Responsibilities:

Work with the customer’s technical teams to understand their Contact Center operations and map the diverse integration touch points.
Dive deeply into complex telephony and CRM systems to integrate and onboard Level AI’s productArchitect and Implement standardized onboarding and integrations for scale and repeatability.
Work closely with the Pre-Sales and Post-Sales teams to make customer implementations successful.
Provide mentorship and advocate best practices while answering product, solutioning and onboarding questions

Requirements:

Bachelor’s degree in Computer Science, Computer Engineering or a related technical field with 5+ years of relevant experience
Experience working with CCaas vendors and implementing voice and text infrastructure solutions
Strong experience with Telephony Vendors such as Five9, Genesys and Avaya
Experience with real time media streaming and common protocols such as RTP and WebRTC.
Experience with SIP protocol and configuring/troubleshooting SIP ServersExperience with CRM such as Salesforce, Zendesk and Microsoft dynamics and demonstrated ability to build solutions using CRM APIs.
Strong customer focus, analytical ability and ability to understand customer requirements and deliver value.
Outstanding at prioritization. Can balance customer escalations, product changes, and service issues while handling related communication, technical account management, and risk mitigation.

Compensation: We offer market-leading compensation, based on the skill set and aptitude of the candidate.