Lead Technical Solution Consultant
Serviceaide (Agentic-AI Solutions)
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Job summary
Qualifications
- 10+ years' experience in customer experience implementations.
- Solid experience in managing distributed teams.
- Demonstrated success in enterprise-class solution implementations.
Responsibilities
- Conduct client discovery and analysis to determine business needs.
- Lead projects with clients, ensuring effective solution delivery.
- Act as a bridge between technical teams and client stakeholders.
Skills
Education
Tools
Job description
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Serviceaide is a global leader in modern service and support management software. The company's vision is to transform service management across IT, business/departments, and Customer Service by applying breakthroughs in AI to deliver better experiences for employees, customers, and analysts through digital labor conversations, automation, and knowledge.
Role Description
The Lead Solution Consultant isaccountable for client implementations of our AI-based product offerings.The position will perform discovery and analysis of client business needs, accessing their existing infrastructure, applications, data, network, and security architecture to form an implementation optimized for maximum client ROI.They will create requirements, define scope and quantifiable business value, technical designs and perform solution development and implementation to achieve maximum client value. They will lead projects working with clients and collaborating with teams throughout Serviceaide to deliver client business value and responsible for Serviceaide product delivery success.
The position requires a deep understanding of both technical and business domains and use of facilitation skills to unify technical and business stakeholders to agree on a solution, its cost and implementation project. The position will serve as a bridge between client stakeholders and Serviceaide business and technical teams, discovering and translating business requirements into technical solutions and the joint plans to implement them.
In this role you will function as the chief architect for AI-based enterprise service management solutions which encompass the latest in Agentic AI. You will leverage significant enterprise experience in architecture and direct delivery of AI-based solutions to deliver quantifiable client value. This includes having the ability to discover a client’s challenges and needs, consult with them on best practices and technically lead efforts end to end - scoping to production rollout. You will play a key role in furthering clients’ AI transformation and will need to become a trusted advisor to Serviceaide clients, earning their confidence to proceed with proposed plans, and provide mentorship to more junior Serviceaide staff.
Qualifications
- 10+ years’ experience implementing world class B-B or B-C customer experiences.
- Business and technical knowledge of IT operations and best practices for implementing ITSM/ESM or CRM solutions.
- Experience managing distributed joint (external and internal) implementation teams.
- Solid UX and UI design experience
- 2+ years of hands-on AI implementation experience, 1+ year SME in prompt engineering and implementing GenerativeAI to improve business challenges.
- SME with integration and ETL tools, APIs, REST and SOAP
- Design and implementation experience with BPM and RPA, and enterprise integration technologies such as MuleSoft.
- IT admin experience with strong understanding of system and application performance analysis and tuning, SSO, MFA, LDAP/Active Directory, security, networking, Windows and Linux system admin
- SME proficiency with SQL, working proficiency with Graph Databases (Cypher) and NoSQL database technologies.
- Excellent Project Management and customer-facing skills, able to effectively communicate and collaborate with stakeholders at all levels.
- Extensive experience developing Statements of Work, formal project plans and project management, test plans and practices, and managing a change request process.
- Demonstrable success leading enterprise-class solution implementations
Preferred Qualifications
- Experience implementing enterprise scale Virtual Agents and Agentic AI
- Experience with Knowledge Management systems, and KCS practices
- Experience applying machine learning to business problems.
- Experience tuning, scaling, and troubleshooting enterprise applications, troubleshooting and tuning Windows, Linux and MS SQL Server.
- Working knowledge of ITIL
- Working knowledge of ISO27001, SOC II, HIPAA, PII, ePHI, and GDPR
Education
- Bachelor’s degree in computer science
- Master’s degree in computer science or MBA preferred.
- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesSoftware Development
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