Principal Specialist Solutions Consultant, Customer Service

Meet Our Team:

As a Pega Customer Service Specialist Solutions Consultant you will work large enterprise organizations and international brands, evangelizing and demonstrating the value and business benefit customers can unlock by adopting Pega Customer Service.

Picture Yourself at Pega:

As a Pega Customer Service Specialist Solutions Consultant You will collaborate with Industry aligned sales teams and solutions consultants, other specialist teams, Product Manager and Partner organizations and other groups to ensure the successful execution of sales strategy. Our solutions consultants thought leaders passionate about technology and the impact it can make in the customer service domain.

What You'll Do at Pega:

• Be the ‘go-to’ expert for Pega Customer Service and drive digital transformation initiatives with our customers leveraging Pega Customer Service
• Responsible for creating highly engaging demonstrations & presentations, helping customers to visualise & transform their employee and customer experiences using the latest innovative Customer Service technology
• Present tailored solutions, lead workshops, create solution architectures, and facilitate client engagements to address needs and develop effective selling and solution delivery strategies.
• Act as a trusted advisor to our customers, partners and internal teams; helping them understand the value and potential of Pega Customer Service
• Be a recognized thought leader and domain expert in Customer Service/Experience (CX) and Pega’s Customer Service solution, with a track record of excellent presentations, and event speaking.
• You will collaborate with field teams and clients to evangelize solutions that will help them achieve results through innovation and adoption of initiatives, reusable assets and selling programs.
• You will foster strong partnerships with internal leaders in Product Development, Product Marketing, Alliances, Industry Business Units, and other peer Specialist organisations globally at Pega.
• ‘Stay ahead of the curve’ and be able to provide a view on relevant technology trends and competitive solutions that are of interest to our customers. This will include sharing that knowledge with the regional industry solution consulting teams and creating reusable best practice assets such as; value propositions, white-papers, presentations, workshops and demos

Who You Are:

• You are Passionate about people & technology! You have technical/business experience in client-facing roles such as presales, consulting, technical enablement, or software application development and delivery.
• Ability to inspire others and take a lead role without requiring a formal manager role. You take ownership and get things ‘done-done’. You are a recognized leader, coach, and mentor.
• A recognised, technically astute, expert in Customer Service and Pega’s platform in general. You have firsthand knowledge with Contact Center technologies: telephony, digital channels, CCaaS, content & knowledge, WFM, etc.
• Strategic thinker with the ability to build and present robust product demos, combined with the communication skills needed to develop customer relationships by listening to, understanding, and anticipating client needs (business and IT)
• Experienced in software development and architecture, project management, requirements engineering, product management and solution architecture.
• A technical strategist, innovator, and entrepreneur able to come with fresh ideas, develop and execute them to scale the business in alignment to the broader Customer Service strategy and commercial goals.
• A strong mentor to others in the organization to help support training and mentorship for the field scaling the organization’s knowledge in Customer Service

What You've Accomplished:

• Extensive experience developing and/or selling enterprise software solutions to large enterprise clients.
• Working in a complex, matrixed environment to build, scale and develop business and technical relationships.
• BA/BS Degree or equivalent business experience
• Worked with sales personnel to develop customer-specific solutions to complex problems.
• Delivered POCs and custom demonstrations and educated customers on product capabilities.
• Have experience and expertise within the typical Contact/Service Center for large enterprise clients, with intimate knowledge of the various technologies in play across servicing channels.

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products.
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company