[Hiring] Senior Solutions Engineer @Sinch

Role Description

Our Strategic and High Potential Accounts are the most important customers of Sinch. They generate a significant portion of our revenues and represent the strongest opportunities for Sinch to organically grow business based on our engagement, commitment, and the quality of service we deliver. To continue building the Solutions Engineering team that executes innovative projects for these customers, we are hiring a Sr. Solution Engineer in the Solutions Engineering group. Reporting into the Dir. Solutions Engineering (non-BAU Solutions), the Sr. Solutions Engineer is responsible for organizing and guiding a team of Solutions Engineers to consistently deliver quality and product portfolio led solutions through technical engagements with our top customer opportunities and Sinch Product Management.

• Gather customer requirements and determine the best practice approach to deliver a dependable, scalable, and performant solution to customers.
• Review internal development requirements and test solutions before customer launch to ensure Sinch product deliverables perform as designed and expected to support customer requirements.
• Lead configuration of designed solutions using appropriate Sinch systems and software.
• Support delivering non-BAU services in a consistent, predictable manner using a formalized way of working.
• Act as a guide to the Solution Engineers and review the various documentation that is ultimately shared and agreed to by the Customer.
• Foster and coach new Sinchers to become independent Solutions Engineers through hands-on project execution and training in a player/coach concept.

Qualifications

• Excellent ability to manage and progress client-facing and internal dialogs.
• Excellent written, verbal and persuasive communication skills.
• Knowledge of evolving cloud business models.
• Knowledge of new and existing AI models (LLMs, NLP models) and applications (genAI, intent classification and sentiment analysis).
• Ability to productively field customer-facing technical discussions without background knowledge of customer systems.
• Ability to demonstrate thought leadership and gain a deep technical understanding of Sinch products (including event-based architectures, webhook communications, REST APIs, various authentication methods, JSON data payloads) in a quickly changing market.
• Ability to enthusiastically teach Solution Engineers and foster an environment that supports a growth mindset.
• Solid organizational skills including attention to detail and multitasking skills.
• Strong analytical and problem-solving skills with a ‘Customer First’ mentality.
• Ability to review Solution Engineers’ designs and documentations to ensure they communicate complex technical aspects in an audience-appropriate language and manner.
• Ability to drive input to Sinch product roadmaps and, where applicable, account specific requirements to and through Product Management.
• Desire to represent Sinch and the values, culture and mission that are the pillars of what we stand for.
• Strong sense of personal accountability regarding decision-making.
• Ability to create/articulate a vision and drive teams to enable it.
• Expert in crafting impactful messaging/demonstrations to executive internal and external audiences.
• 5+ years forging strong relationships as a trusted advisor with VP/C level decision makers within large, complex customer accounts.
• Previous experience in the mobile industry, telephony services or mobile multichannel communications (A2P SMS, MMS, RCS, OTT) is a plus.
• Bachelor's Degree in appropriate field of study or equivalent work experience.
• Willingness to travel and visit client sites as needed (0-25% Travel Expected).
• High energy, positive attitude and enjoy working in a fast-paced team environment.
• This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO.

Requirements

• Responsible for leading and conducting customer-facing needs assessment and requirement gathering meetings.
• Collaborate with the Account Teams in providing technical, product and market expertise.
• Act as the trusted advisor for Sinch current and emerging solutions within accounts and identify and drive business development opportunities for Sinch alongside the Account Teams.
• Coordinate internally with the appropriate Account Managers, Product Managers, and Development teams to ensure customer requirements are appropriately conveyed, prioritized in a data driven manner and delivered in a consistent, well-documented format.
• Ensure we are embedded within the clients in building strong relationships through innovation.
• Work with the assigned Project Manager to ensure all requirements are documented, agreed and delivered.
• Prioritize to meet and exceed clients’ needs in a way that matches Sinch product leadership declared roadmaps and timelines.
• Work with third parties/vendors where applicable.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.