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Sanas is a fast-growing AI speech platform company (founded 2020, 130 people, $50M+ ARR) that has developed real-time speech AI for accent translation, noise cancellation, speech enhancement, and cross-language communication. The platform runs live on contact center agent desktops worldwide.
As a Senior Solutions Engineer, you will own the technical side of enterprise and BPO customer deals, from pilot design through close and handoff to Customer Success. You are the technical authority the customer leans on for deployment issues, security reviews, and executive readouts.
Key responsibilities:
**Pilot Setup & Qualification:** Work with Account Executives to qualify technical and business fit before committing to a pilot. Agree on success criteria and baselines upfront. Run technical due diligence on endpoints, CPU, headsets, browsers, VDI/thin client setups, network, telephony, and admin rights. Carry security and compliance reviews, InfoSec questionnaires, and RFP responses.
**Pilot Execution:** Provision and configure in the Sanas portal. Monitor usage and telemetry daily to catch adoption issues early. Triage audio and quality issues with customer IT and internal deployment/product teams. Train supervisors and agents. Coordinate with Deployment Managers and engineering teams across the US, India, and Philippines. Collect proof—agent surveys, call samples, supervisor quotes.
**Value Proof & Close:** Build executive readouts showing AHT, FCR, CSAT, QA scores, and strategic outcomes. Present results to customer executives.
**Handoff & Feedback:** Hand accounts to Customer Success with full context. Push learnings back to Product on model, app, and hardware failures observed in the field.
**New Product Launch:** Be the first SE in front of customers with new products. Scope early pilots, work through rough edges with customers, and turn learnings into playbooks for the broader SE and AE teams.
You will join a team of five Solutions Engineers supporting ten Account Executives. The role reports to the Sr Director of Solutions Engineering, is based in Boston with an expectation to work in-office two days per week, and requires approximately 20% travel to customer sites.
**Requirements:**
- 6+ years in presales solutions engineering, solutions consulting, or technical customer-facing roles in CCaaS, CX, UC, or contact center software
- Experience running a contact center tech stack before moving to presales is highly valued
- Ability to own the room with a VP of Operations or CIO and debug technical issues with desktop admins
- Deep comfort with Windows desktops, thin clients, VDI, virtual desktop environments, audio devices, CPU and network constraints, and browser behavior
- Ability to build measurement plans, spot problematic baselines, and read results without overclaiming
- Experience running security reviews and RFP responses independently
- Strong written communication skills; ability to write clear, quick summaries and one-page readouts
- Comfort operating without a playbook and writing playbooks for new products
- Willingness to travel ~20% and take occasional early/late calls for APAC, EMEA, and LATAM teams
**Nice to have:**
- MEDDPICC sales methodology familiarity
- Audio, speech, or DSP background; contact center audio stack sales experience
- Experience with Genesys, Five9, NICE, Amazon Connect, Avaya, Zoom, or Teams voice
- BPO experience or support for offshore teams in Philippines, India, or LATAM
- Familiarity with APIs, SDK-based integrations, cloud platforms, and BI tools
- Experience bringing new products to first customers
