Senior Solutions Engineer

About the role

Sanas puts real-time speech AI on the desks of contact center agents around the world. Accent translation, language translation, speech enhancement, and speech intelligence, running live on an agent's machine while they talk to a customer.

Almost everything we sell runs through a pilot first. Most of our new business comes through one, and the pilot is where a Solutions Engineer either makes the case or loses it. This role exists to raise the number of pilots that convert.

You will own the technical side of a portfolio of enterprise and BPO deals. That means proving the product works in the customer's actual environment, getting agents to use it, and putting a number on the business impact that a VP of Operations will sign against. You are the person the account leans on when there are application configuration or deployment issues, when the security team sends a 200-line questionnaire, and when the exec readout has to hold up in front of a CFO.

You will join a team of five Solutions Engineers supporting ten Account Executives. Small enough that you own your accounts end to end, big enough that you are not the only person who knows how something works.

The position is based in Boston with an expectation to work in the office two days per week. The role also requires approximately 20% travel to support customers and business needs.

What you'll actually do

Set the pilot up to be winnable

• Work with the AE to qualify the technical and business fit before we commit to a pilot; a well-scoped pilot is the single biggest predictor of whether the deal closes.
• Agree the success criteria and the baseline with the customer up front - which metrics, which agent group, which comparison window - and get it in writing.
• Tie the pilot to something the customer's executives already care about, not to features.
• Run the technical due diligence: endpoints, CPU headroom, headsets, browsers, VDI and thin client setups, network, telephony path, admin rights.
• Carry the security and compliance review - InfoSec questionnaires, OneTrust and similar reviews, data processing architecture, RFP responses.

Run the pilot day to day

• Provision and configure in our portal, get group IDs and licenses right, and keep trial dates accurate.
• Watch usage and telemetry daily. Low adoption kills pilots more often than bad output does, and it is fixable if you catch it in week one instead of week five.
• Triage audio and quality issues with the customer's IT team and our deployment and product teams: latency, mispronunciation, echo, distortion, unsupported CPUs, conflicting audio software on the agent's machine.
• Train supervisors and agents, and keep coming back to the floor supervisors who actually drive adoption.
• Coordinate with the Deployment Manager assigned to the account, and with our engineering teams across the US, India and the Philippines.
• Collect the proof while you still can - agent surveys, call samples, supervisor quotes.

Prove the value and close it

• Build the readout: AHT, FCR, CSAT, QA and compliance scores, sales conversion, transfer and escalation rates. Show a strategic outcome..
• Present to executives

Hand it off and feed it back

• Hand the account to Customer Success so the CSM walks into kickoff already knowing the story.
• Push what you learned back into Product. You see the model, the app, and the hardware fail in the field before anyone else does, and the roadmap moves when SEs bring specifics.

What we're looking for

• 6+ years in presales solutions engineering, solutions consulting, or a technical customer-facing role in CCaaS, CX, UC, or contact center software. Time spent running a contact center tech stack before moving to presales counts for a lot here.
• You can own the room with a VP of Operations or a CIO in the morning and debug a headset config with a desktop admin in the afternoon. Both, not one.
• Real comfort with the endpoint: Windows desktops, thin clients, VDI and virtual desktop environments, audio devices, CPU and network constraints, browser behavior. This is where our deals actually get decided.
• You can build a measurement plan, spot a baseline that will make us look bad for the wrong reason, and read a result without overclaiming it.
• You have run security reviews and RFP responses on your own.
• You write clearly and quickly. Most of what moves a deal here is a well-written summary in a Slack channel or a one-page readout.
• You are comfortable with no playbook. In a lot of cases you will be the one writing it.
• Willing to travel to customer sites, roughly 20%, and to take the occasional early or late call for teams in APAC, EMEA, and LATAM.

Nice to have

• Audio, speech, or DSP background, or having sold into a contact center audio stack.
• Genesys, Five9, NICE, Amazon Connect, Avaya, Zoom, or Teams voice experience.
• BPO experience, or having supported offshore delivery teams in the Philippines, India, or LATAM.
• Familiarity with APIs and SDK-based integrations, cloud platforms, and BI tools.