Sutherland
Tech / AI / Software
PresalesEngineerContactCenterSolutions
“Presales Engineer - Contact Center Solutions at Sutherland. Skills: Recording and Quality Management solutions, AI and Generative AI concepts, Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions. leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions. connecting customer needs to tailored solutions”
What You'll Achieve.
driving strategic deal wins
Industry & Context.
Identify and address all functional and technical challenges of assigned accounts; Interpret customer requirements with precision and utilize strategic questioning to exceed expectations
What They're Looking For.
Must Have
5+ years of experience supporting multiple software products and services in complex account environments, 3+ years of experience in supporting Recording and/or Quality Management solutions within enterprise accounts, Excellent skills in delivering presentations and customized demonstrations, Proven track record of driving strategic deal wins, Ability to manage multiple intricate sales opportunities at once, communication skills to connect with C-level executives and frontline employees alike, Familiarity with different types of ACDs, PBXs, and their integration requirements, Solid understanding of network protocols, compliance standards, and cloud security practices, Foundational understanding of AI and Generative AI concepts, including LLMs, supervised/unsupervised modeling, and speech/text analytics, Experience or knowledge of Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions, Familiarity with a full suite of SaaS product offerings, Experience working with AI-enabled products or customer intelligence platforms
Nice to Have
Certifications or hands-on knowledge of cloud platforms like AWS, Azure, and Google Cloud
What You'll Do.
leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions
connecting customer needs to tailored solutions
delivering compelling demonstrations that align NiCE’s Recording and Quality Management solutions with the customer’s unique business challenges
identifying and addressing all functional and technical challenges of assigned accounts
interpreting customer requirements with precision and utilizing strategic questioning to exceed expectations
educating and influencing clients on how NiCE’s solutions deliver superior value
and measurable benefits
taking the lead in all technical elements of the sales cycle
assisting in the creation and execution of successful proof of concepts (POC) to demonstrate solution effectiveness
leading sales enablement sessions to educate internal teams
and customers on Recording
acting as a subject‑matter expert (SME) on Recording and QM within larger cross‑portfolio opportunities including WEM
and CX transformations
demonstrating expertise in integrating NiCE solutions with different types of Automatic Call Distributors (ACDs) and Private Branch Exchanges (PBXs)
responding to RFIs/RFPs
addressing both functional and technical components with expertise
demonstrating understanding of AI and Generative AI concepts
summarization engines
and AI‑driven automation
articulating how NiCE’s AI frameworks (e. g.
forecasting intelligence) solve customer challenges
How You'll Work.
Team & Collaboration
collaborating closely with account executives and overlay teams, actively contributing to a team-based sales strategy; leading sales enablement sessions to educate internal teams, partners, and customers
Communication Scope
communication skills to connect with C-level executives and frontline employees alike
Process & Methodology
Ability to manage multiple intricate sales opportunities at once
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