14 days ago
Boston, MA, USASenior
Responsibilities
- Partner with Account Executives to qualify technical and business fit, scope pilots, and define written success criteria and baselines.
- Run technical due diligence covering endpoints, CPUs, headsets, browsers, VDI, thin clients, networks, telephony paths, and administrative rights.
- Provision and configure pilots, manage group IDs and licenses, maintain trial dates, and monitor usage and telemetry.
- Triage latency, mispronunciation, echo, distortion, unsupported CPUs, and conflicting audio software with customer IT, deployment, product, and engineering teams.
- Train supervisors and agents, drive adoption, and collect surveys, call samples, and stakeholder feedback.
- Analyze AHT, FCR, CSAT, QA, compliance, sales conversion, transfer, and escalation metrics to prove business value.
- Lead security and compliance reviews, including InfoSec questionnaires, OneTrust reviews, data processing architecture, and RFP responses.
- Build and present executive pilot readouts, hand accounts to Customer Success, and feed field learnings back into Product.
Requirements
- 6+ years of experience in presales solutions engineering, solutions consulting, or a technical customer-facing role in CCaaS, CX, UC, or contact center software.
- Experience owning customer conversations with VP Operations or CIO stakeholders while also debugging endpoint and headset configurations with desktop administrators.
- Hands-on familiarity with Windows desktops, thin clients, VDI and virtual desktop environments, audio devices, CPU and network constraints, and browser behavior.
- Ability to build measurement plans, establish appropriate baselines, interpret results accurately, and communicate clearly in written summaries and executive readouts.
- Experience independently running security reviews and RFP responses.
- Willingness to travel approximately 20% and occasionally support early or late calls for APAC, EMEA, and LATAM teams.
- Preferred experience with audio, speech, or DSP; contact center audio stacks; Genesys, Five9, NICE, Amazon Connect, Avaya, Zoom, or Teams voice; BPOs; offshore delivery teams; APIs and SDK integrations; cloud platforms; and BI tools.
Benefits
- Boston-based role with an expectation to work in the office two days per week.
- Approximately 20% travel to customer sites and for business needs.
- Occasional early or late calls supporting teams in APAC, EMEA, and LATAM.
Tech Stack
Windows
Categories
Solutions Engineering
About Sanas.ai
Sanas builds real-time speech AI that translates accents and enhances clarity on live conversations, helping multilingual agents be more easily understood. It sells the technology as SaaS via APIs, call-center integrations, and an agent desktop app to contact centers, BPOs, and enterprise support and sales teams. The company is privately held and headquartered in Palo Alto, California.