Solutions Engineer, Eptica
Customer engagement management software
Be an early applicant
Customer engagement management software
21-100 employees
Be an early applicant
21-100 employees
Company mission
To act as an extension of customer service teams by helping them develop customer relationship strategies, deliver high-quality, quick and personalised interaction with your customers.
Role
Who you are
- To accomplish this, the Solution Engineer must have a strong desire to leverage their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and provide business value
- Five years’ experience or equivalent skills and knowledge as Solutions engineer on technology companies and SaaS solutions
- Broad knowledge of Customer Experience and Contact Center related technologies: CCaaS, Omnichannel, Outbound dialers, Virtual Agents, WFO, Agent Assistance AI and others
- Knowledge of related infrastructure engineering such as SIP, SBC, Server virtualization (vmware), Kubernets, Networking, Microsoft Windows Server, Linux, Databases (SQL, PostGre)
- Familiarity with Cloud platforms (especially Microsoft Azure) and cloud application architecture
- Proficiency in Excel, Word and PowerPoint
- Software development skills is desirable
- Excellent communication skills: oral, written and listening and strong interpersonal skills
- Hands-on, high-energy, passionate, and creative problem solver with know how to get things done and ability to lead others to success
- Ability to quickly assess the critical elements of a situation and decide appropriate action
- Strong presentation skills. Must possess ability to sell effectively in front of an audience
- Detail oriented, highly responsive and customer focused
- Fluent English and Spanish. Portuguese is a plus
- Bachelor's degree in Computer Science, Software Engineering or equivalent work experience
- MBA is a plus
- Client and sales representative related travel
- International travel may be required eventually
What the job involves
- Also known as a "Pre Sales Engineer", "Sales Consultant" or “Technical Sales” the Solutions Engineer is responsible for presenting product offerings and architecture in the best light to partners, prospects and customers, to evoke confidence in Enghouse´s technology solution, and to remove all technical objections in the sales cycle
- You will have the opportunity to work on exciting Enghouse Interactive technologies such as Omnichannel solutions, Predictive Outbound, Contact Center as a Services (CCaaS), Artificial Intelligence, Conversational AI, Agent Assist, Quality Management, Voice of the Customer Insights, Speech Analytics and Video throughout the sales cycle in partnership with our sales teams
- We are seeking for an experienced Solutions Engineer, that will have the following key responsibilities:
- You'll drive revenue through efficient support of the sales process
- Provide technical presentations, demonstrations & documentation both to executive-level and working-level client audiences
- Understand and communicate solution at both a technical and business level
- Coordinate sales support resources needed to facilitate closure of business
- Maintain comprehensive knowledge of current and future product and service offering
- Identify product improvements via industry trends, customer feedback and issues seen in the sales process to be shared with Product Management and Engineering
- Work cohesively with other members of the selling ecosystem on marketing, strategy, sales technique and process improvement
- Assist account executives in development of proposals and RFI / RFP responses
- Organize communications between teams and external vendors to develop solutions
Our take
Communicating with customers to solve problems is essential to the customer retention of a company, but telecommunication teams struggle to keep up with the massive volume of requests received on different platforms. Whilst automation technology is used by many telecommunication services to automate common scenarios, such solutions are often frustrating to use due to rudimental voice recognition and have an overall lack of flexibility.
Eptica provides customer support and engagement management software, allowing businesses to deliver efficient multi-channel customer service systems that leverage automation to reduce bottlenecks. The company's solutions include AI chatbots and multi-channel video chat tools, in addition to a platform called Vecko for gathering customer experience data to facilitate the personalisation of every conversation.
Whilst many companies are already leveraging automation and personalisation throughout customer experiences, Eptica has recognised that succeeding in this depends on covering all communication platforms. Through its multi-channel approach, personalisation tools, and AI-driven automation solutions, the company aims to help its clients support every customer throughout their entire customer journey with flexibility, without having overworked telecommunication teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2012
$8.2m
LATE VC
Aug 2005
$2m
SERIES C
Total funding: $12.6m
Company HQ
Notre-Dame-des-Champs, Paris, France
Leadership
Stephen J Sadler
(CEO & Chairman)Previously CEO of Geac and VIP CIS of Loblaw Companies Limited.
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