Director, Solution Engineering, IO

So, what’s the role all about?

The Director of Solution Engineering is a strategic leadership role responsible for building, mentoring, and scaling a high-performing team of Solution Engineers. This leader will drive technical excellence, customer engagement, and innovation across the Presales lifecycle, ensuring alignment with business outcomes, AI-driven transformation, and customer experience goals.

We are seeking a seasoned technical leader with a strong foundation in Telecommunications or hands-on solution implementation. The ideal candidate will have deep experience building and scaling SaaS presales teams, developing future leaders, and fostering a culture of curiosity, accountability, and continuous learning. This role requires someone who inspires engineers to self-learn, take initiative, and regularly share their knowledge—both in writing and verbally.

How will you make an impact?

Leadership & Team Development

• Lead, mentor, and grow a diverse team of Solution Engineers.

• Foster a culture of innovation, accountability, and continuous learning.

• Encourage engineers to fuel their curiosity, take initiative, and avoid passive learning.

• Coach engineers to become future leaders and trusted advisors.

• Define and execute training and enablement plans focused on value-based selling, AI fluency, and CX transformation.

• Set clear objectives, KPIs, and career development paths for team members.

Sales & GTM Strategy

• Partner with Sales, Product, and Marketing to define and execute Go-To-Market (GTM) strategies.

• Support strategic sales opportunities, including executive-level presentations, solution design, and RFP responses.

• Drive technical strategy aligned with revenue goals and customer success metrics.

• Ensure proposed solutions are accurate, feasible, and executable within reasonable timeframes.

Solution Innovation & Architecture

• Oversee the development of scalable, secure, and integrated solution architectures across CCaaS, CRM, AI/ML, and cloud platforms.

• Lead proof-of-value (PoV) engagements and pilot implementations.

• Advocate for product enhancements based on customer feedback and market trends.

• Assist engineers in deal reviews to fully scope and plan their solutions.

Cross-functional Collaboration

• Collaborate with Product, Engineering, Services, and Support to ensure seamless solution delivery and post-sales success.

• Act as a bridge between field teams and product management, influencing roadmap priorities.

• Develop and implement processes that drive efficiency and scale across the organization.

Customer Engagement & Thought Leadership

• Cultivate relationships with C-level executives and technical stakeholders.

• Deliver compelling technical narratives and value propositions tailored to industry-specific use cases.

• Represent the company at industry events, webinars, and executive briefings.

• • Participate in customer meetings as a senior-level trusted advisor.

Have you got what it takes?

• 9–10+ years in senior technical presales or solutions architecture roles within Enterprise SaaS.

• 5+ years in presales management, with a proven track record of building and scaling high-performing teams.

• Strong background in Telecommunications, software development, systems integration, or solution implementation.

• Strong working knowledge of SIP, VoIP, SBCs, IP routing and related telecom Protocols.

• Proven success in managing large SE teams in enterprise SaaS, AI, or CX domains.

• Strong technical background in cloud platforms (AWS, Azure, GCP), CCaaS, CRM, and AI/ML technologies.

• Experience with enterprise architecture, integrations, and security/compliance frameworks.

• Exceptional communication, storytelling, and executive presence.
• Willingness to travel up to 50%, including occasional international travel.

Preferred Skills & Experience

• Experience with platforms such as Salesforce, ServiceNow, NiCE, Genesys, Amazon Connect, Kore.AI.

• Experience with CCaaS: ACD/IVR, Omni-Channel routing, Analytics, WFM and QM.

• AI/ML fluency including LLMs, generative AI, and ethical AI principles.

• Cloud certifications (AWS, Azure, GCP) and AI-related credentials.

• Familiarity with low/no-code platforms, scripting, and solution prototyping.

• • Experience with channels such as Voice, Email, Chat, SMS and Social

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 9489
Reporting into: Director of Solution Engineering
Role Type: Leadership