Senior Solutions Engineer, Enterprise AI – CX

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Quiq

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

💰 $25M Series C on 2022-05

SaaS • Artificial Intelligence • B2B

Quiq is a SaaS company that provides an AI-driven digital contact center and conversational AI platform for enterprises. Its offerings include AI Agents (text and voice) that handle customer conversations across channels, AI Assistants that coach human agents in real time, AI Workflows to automate business processes, AI Analysts for conversation insights, and AI Studio for building agentic AI with enterprise-grade guardrails. Quiq emphasizes security and compliance (SOC 2 Type II, HIPAA, GDPR, CCPA) and integrates with existing tech stacks to serve industries such as eCommerce, hospitality, banking, insurance, healthcare, and airlines.

📋 Description

• Design and prototype enterprise-grade, AI-driven customer experience demo solutions, translating business logic into structured reasoning frameworks. • Architect robust retrieval, orchestration, and validation systems, building scalable prototypes that tolerate real-world data variability. • Own the transition from early-stage prototype to hardened proof of concept. • Apply deep knowledge of enterprise contact center ecosystems, including CCaaS, CRM, ticketing systems, digital messaging, routing logic, escalation flows, QA models, and reporting structures. • Work directly with CX, Operations, Digital, IT, and Architecture stakeholders to understand real-world workflows and constraints. • Convert operational processes into AI-enabled workflows that align with containment, handle time, SLA, QA, escalation rate, and customer satisfaction metrics. • Identify integration patterns across enterprise systems and design practical implementation approaches. • Lead rigorous technical discovery sessions across multi-layered enterprise organizations. • Extract clear architecture and data requirements from ambiguous or politically complex environments. • Identify logic gaps, data fragmentation, compliance constraints, and integration risks early in the engagement. • Document architecture, assumptions, and technical success criteria clearly. • Partner closely with Account Executives to shape technical strategy within enterprise accounts. • Scope engagements realistically, balancing ambition with execution feasibility. • Articulate architectural tradeoffs clearly to both executive and technical audiences. • Influence enterprise stakeholders on integration patterns and AI implementation approaches. • Contribute to scalable solution design that supports long-term account expansion. • Operate independently in fast-moving, ambiguous environments. • Rapidly build working prototypes under tight timelines. • Take full ownership of technical outcomes rather than relying on downstream teams to validate feasibility. • Design with production realities in mind, not just happy-path demonstrations. • Maintain a consistently high conceptual and technical bar in AI-driven systems. • Deliver artifacts that withstand executive and architectural scrutiny.

🎯 Requirements

• 5+ years of experience in enterprise customer experience, contact center, or customer support technology environments. • Strong familiarity with CCaaS platforms, CRM systems, routing frameworks, digital messaging channels, escalation models, and reporting metrics. • Experience modeling solutions against operational KPIs including containment, AHT, SLA, escalation rate, QA score, and CSAT. • Demonstrated experience working with enterprise stakeholders across Operations, IT, Digital, and Architecture teams. • Proven ability to lead technical discovery in complex, multi-stakeholder enterprise accounts. • Experience extracting structured requirements from ambiguity. • Track record of influencing architectural decisions and technical direction within enterprise environments. • Comfortable pushing back constructively on scope, feasibility, and risk. • Hands-on experience building AI-driven applications using large language models or similar technologies. • Experience structuring reasoning flows, orchestration logic, and decision frameworks. • Practical experience designing retrieval strategies across structured and unstructured knowledge sources. • Strong Python proficiency including API client development, data normalization, error handling, and test harness construction. • Experience building lightweight internal tools or utilities to accelerate solution development. • Experience debugging multi-system interactions across AI behavior, logic layers, and integration layers. • Familiarity with version control and structured testing practices. • Working knowledge of cloud architecture patterns, including event-driven systems, middleware, and scalable API design. • Experience integrating enterprise SaaS platforms using REST APIs and webhooks. • Understanding of data modeling, schema design, and system scalability considerations. • Familiarity with at least one major cloud platform. • Experience operating in high-growth startups or similarly fast-paced environments. • Demonstrated history of building complex systems independently. • Comfortable operating without rigid structure or fully defined requirements. • High ownership mentality with minimal dependency on external resources. • Bias toward shipping validated, working systems over producing theoretical designs.

🏖️ Benefits

• Market-competitive total compensation package • 100% company paid family medical and 100% individual dental and vision insurance coverage • Flexible, unlimited vacation policy • Stock options • Strong company culture