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Senior Specialist Solutions Consultant - Customer Service

Job Category: Pre-Sales Consulting

Meet Our Team:

The Customer Service Specialist Solutions Consultant is a critical member of the Solutions Consulting team, supporting the sales organization in driving revenue growth through technical expertise and domain knowledge in the Customer Service industry. This role focuses on bringing deep Customer Service industry experience and domain expertise to client engagements, helping prospects understand how Pega's Customer Service solutions can transform their operations and deliver exceptional customer experiences.

Picture Yourself at Pega:

You thrive in delivering compelling, outcome-focused demonstrations of Pega Customer Service solutions that showcase capabilities such as interaction management, omnichannel engagement, self-service, AI-powered automation, and agent desktop experiences

What You'll Do at Pega:

+ Lead or support detailed discovery activities with prospective clients in the Customer Service domain, leveraging industry expertise to understand business challenges, operational pain points, and strategic objectives

+ Collaborate closely with Account Executives to expand conversations with clients, identify opportunities, and advance sales pipeline through consultative engagement

+ Articulate business value and ROI of Pega Customer Service solutions by connecting product capabilities to industry-specific challenges and outcomes

+ Build trusted advisor relationships with client stakeholders, including contact center leaders, customer experience executives, and operations managers

+ Contribute to proposal development by providing industry insights, use case examples, and solution recommendations tailored to client needs

Who You Are:

+ Industry Experience: 5+ years of hands-on experience in the Customer Service industry, with demonstrated knowledge of contact center operations, customer experience management, service delivery models, and industry best practices

+ Domain Expertise: Deep understanding of Customer Service business processes including case management, omnichannel engagement, customer journey orchestration, service level management, quality assurance, and workforce optimization

+ Communication Skills: Exceptional ability to communicate complex concepts to both business and technical audiences, with strong presentation, storytelling, and consultative skills

+ Business Acumen: Proven ability to understand client business challenges, identify opportunities for improvement, and articulate business value and ROI

+ Technical Aptitude: Comfort with technology demonstrations and willingness to learn software configuration and demo building techniques (prior Pega experience not required)

+ Sales Collaboration: Experience working with sales teams in a pre-sales, consulting, or business development capacity

+ Education: Bachelor's degree in Business, Communications, or related field, or equivalent professional experience

+ Travel: Ability to travel up to 50% to client sites across the Americas region

What You've Accomplished:

+ Prior experience with enterprise software solutions for Customer Service (CRM platforms, contact center solutions, customer engagement platforms, or case management systems)

+ Familiarity with AI and automation technologies in the Customer Service context (chatbots, virtual agents, intelligent routing, sentiment analysis)

+ Experience in specific industries such as Financial Services, Insurance, Healthcare, Telecommunications, or Retail

+ Understanding of digital transformation initiatives and their impact on customer service organizations

+ Experience presenting to C-level executives and senior business leaders

+ Knowledge of Pega platform or willingness to achieve Pega Customer Service certifications within first 90 days

Pega Offers You:

+ Work with cutting edge technology, driving hundreds of millions of benefits at our clients, improving customer experience for millions of customers

+ An innovative, inclusive, agile, flexible, challenging and fun work environment in a closely collaborating expert team

+ Continuous learning and development opportunities

+ Competitive benefits program inclusive of pay + revenue based bonus

Additional Information

Base salary range for this role is 137,600 - 209,700 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

Job ID: 22794

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity