Director, Solutions Engineering

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Location: US (Remote), PT or CT Time Zones.
Full time ‍

About Operata

Our mission at Operata is to put ‘people experience’ at the heart of communications.


Operata unlocks the potential of modern CX platforms with a real-time performance monitoring and CX observability solution built for cloud contact centers.

Take a look at our story, our mission, our people, our values and our benefits to dig in!

Location: US (Remote), PT or CT Time Zones.

Position Description

An energetic, ambitious and technically adept Solutions & Sales Engineering pro to help establish Operata as the category leader for CX Observability for cloud contact centers.

Working closely with our VP Business Development, you manage the GTM relationship with one or more of our cloud contact center platform partners (currently AWS, Genesys, NICE and growing), their community of consulting partners and contact center customers including enterprises and BPOs.

You are willing to build your domain expertise and operational understanding of call centers/contact centers and the impact that cloud technologies and shifts in operating models are having on modern contact centers.

You have experience in technical sales, solutions architecture, sales engineering or enterprise sales in cloud or communications related software products e.g. cloud platforms, telecoms, VoIP, CRM/ERP applications, CPaaS, UCaaS, CCaaS.

You have demonstrated an ability to think strategically and analytically about business, product, and technical challenges, the capability to demo products to audiences, convey value propositions and work across matrixed organisations to build consensus.

You run hands-on product demonstrations and proof of concepts, to highlight the value of the product and how it relates to business value for your customer. You will own and develop enduring customer relationships to ensure continuing Operata value, growth and renewal. 

Responsibilities 

Technical Presales

• Develop allocated new business leads through to qualification, presentation, demonstration, trial and sale. 
• Tailor sales pitches and proposals to meet customer Jobs To Be Done.
• Drive customer satisfaction and referenceability measured by high NPS and CSAT. 
• Support a metrics-driven sales culture standardising and supporting our sales operations. 
• Create Presales coverage across US time zones (ET and PT) to accelerate Operata’s US based GTM. 
• Develop and execute against a sales plan to meet and exceed revenue, customer acquisition and customer referenceability targets. 
• Leverage your deep understanding of contact centers and CX technologies to provide technical guidance and support to our customers, helping them maximize the value of our platform.
  

Customer Enablement & Success

• Deliver customer enablement and post sales delivery to allocated accounts.
• Drive customer success and growth in allocated accounts.
• Develop and execute expansion and retention targets  to meet and exceed revenue and customer referenceability targets.
• Take customer learnings, feedback and expertise to help shape Operata strategy and development pipeline.
• Serve as the voice of the customer within the organization, ensuring that customer needs and feedback are integrated into product development, marketing, and sales strategies.
• Be the 1st US member of the customer implementation team, fostering a culture of excellence and continuous improvement. Ensure the team is equipped with the knowledge and tools to deliver exceptional support and drive customer outcomes.
• Collaborate with cross-functional teams, including product, engineering, marketing, and sales, to ensure a seamless customer experience and drive product improvements.
• Develop strategies to attract and onboard new customers, ensuring a smooth transition and integration with our platform. Work closely with the sales team to support customer acquisition efforts and achieve growth targets.
• Utilize data and analytics to gain insights into customer behavior, identify trends, and proactively address potential issues. Develop and present regular reports on customer success metrics to the executive team.

Partner Development

• Support targeted partner acquisition of Consulting Partners
• Foster and build deep matrixed relationships with Solution Architects, Sales Engineers, Technical Presales, assigned Platform Partners.
• Work with CCaaS Vendors and Consulting partners to develop new shared pipeline, sell into existing customers & drive growth and expand adoption of Operata in existing accounts. 

Knowledge & Experience

• Have proven experience (8+ years) of technology related SaaS sales engineering and implementation into enterprise accounts
• Startup Mindset: Operate with an entrepreneurial spirit, taking ownership of customer success initiatives and driving them to completion. Be prepared to roll up your sleeves and work alongside the team to achieve our goals.

• Experience in ‘sell-with’ sales, channel sales and working selling SaaS with SI’s
• Experience working in ISVs which sell with matrixed technology organisations and consulting/SI partners. 
• Have knowledge and experience in CCaaS, On Premise Contact Centers, telecoms, VoIP, CRM/ERP applications, CPaaS and UCaaS 
• Have achieved post-graduate qualifications in engineering, computer science, or MIS, business or related fields.
• Promote openness, diversity of opinions and inclusive discussions at all times to evaluate a wide variety of ideas and perspectives in solving challenging problems.
• Strong verbal and written communications skills. 
• Communicate effectively with stakeholders ranging from founders and executives to internal product and sales team across the breadth and depth of the business. 
• Exemplify high accountability, integrity, and resilience to maintain focus on both big-picture goals and milestones to get there. 

Additional Information

At Operata, we embrace inclusion and embrace diversity.  

We believe in work/life balance and bringing our true selves to work.  To that end, we offer best-in-class flexibility that supports our Operatas’ along their career journey with us. 

For us, better connection is something we live - with our people, customers, partners and our team, it’s reflected in our 8 core values:

Execute the why.
Grow with purpose.

Play the long game.
Build respect, value relationships.

Progress over perfection.
Act and iterate.

Be fearless.
Be empowered to innovate without fear.

We're customers too.
We solve the problems we have.

Impress yourself.
Do it because you think it is valuable.

Leave it better than we found it.
Use our knowledge to do some good.

Be thoughtful.
Think first, empathize, consider our impact.

Read more about our culture and values  at operata.com/story.

Operata supports remote work and flexible work and is an equal opportunity employer and makes employment decisions on the basis of merit.  Operata prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. 

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