• High-Touch, Complex Onboarding: Own onboarding for large, high-complexity customers (250+ employees, 100+ users). Lead deep discovery, map business processes, design advanced workflows and integrations, and drive technical implementation to a smooth, timely, high-quality go-live.
• Senior Technical Partner to KAMs: Act as the day-to-day technical counterpart to Key Account Managers, working 1:1 or 1:2 to deliver a unified commercial and technical approach across technical strategy, risk assessment, renewal readiness, integration roadmaps, and adoption plans.
• Proactive Renewal Support and Technical Reviews: Run quarterly and mid-cycle technical reviews for strategic accounts (covering renewal readiness, ROI articulation, workflow optimization, and integration stability), and help KAMs surface expansion and retention opportunities backed by technical outcomes.
• Add-On Activation and AI Deployment: Deploy and optimize advanced AI add-ons like AI Assist Pro and AI Voice/Messaging Agent optimization (following FDE-led engagements), building customer-specific AI adoption playbooks and becoming a regional expert in AI-enabled workflows.
• Complex Implementations and Solution Architecture: Serve as the technical architect and owner for advanced configurations, challenging integrations, and custom workflow builds, coordinating closely with Engineering, Product, and internal technical experts to deliver bespoke solutions when needed.
• Proactive Monitoring and Advanced Troubleshooting: Review product telemetry, integration performance, and usage patterns to anticipate issues before they surface, and lead root-cause analysis on the most complex product or integration issues that fall outside standard CE motions.
• Escalation Management for Strategic Accounts: Coordinate high-impact escalations end-to-end, driving internal alignment, providing technical direction, leading communication, and maintaining executive trust through to clear resolution.
• Product Feedback and Technical Leadership: Identify recurring technical themes and capability gaps from strategic accounts to inform the product roadmap, mentor CEs and Scaled CEs, and elevate the technical craft across the organization through example rather than people management.

• Deep Technical Expertise: Strong command of VoIP fundamentals, APIs, integrations, webhooks, data flows, authentication models, cloud architectures, and customer tech stacks, with the ability to read and interpret code (JavaScript, Python, or similar).
• Solution Architecture and Systems Thinking: Comfortable designing complex technical solutions, mapping workflows, orchestrating multi-system integrations, and guiding the long-term technical evolution of customer environments.
• Executive Communication: Able to speak confidently with CTOs, CIOs, Heads of CX, and Operations leaders, translating technical strategy into clear business terms.
• Prioritization and Workload Management: Sound judgment for triaging a large portfolio where touching every account every quarter is not realistic. Able to prioritize time and effort against north star metrics, focusing energy on the accounts and actions that move the needle most.
• Project Leadership: Proven ability to lead multi-stakeholder, multi-phase technical projects with predictable delivery and clear communication.
• Commercial Awareness: Clear understanding of how technical decisions affect renewal, GRR, NRR, and expansion, with the ability to influence commercial strategy through technical insight.
• Ownership and Accountability: A strong sense of ownership over your portfolio and its outcomes, taking personal accountability for retention, churn mitigation, and contraction / GRR performance across your strategic accounts.
• Calm Under Pressure: Maintains confidence and clarity during escalations, high-stakes conversations, and strategic customer interactions.
• Cross-Functional Influence: Effective collaborator with Engineering, Product, Support, KAMs, and FDEs, able to translate customer needs into structured internal actions.
• Languages: Professional proficiency in Spanish, French and English is required.

Preferred Qualifications:

• 8+ years of experience in Customer Engineering, Solutions Engineering, Technical Consulting, or Technical Account Management in SaaS.
• Strong background in complex implementations, technical onboarding, and solution deployment for mid-market or enterprise customers.
• Hands-on experience with APIs, integration design, low-code platforms, or light coding.
• Prior hands-on experience designing, implementing, or supporting agentic AI workflows, including voice and messaging agents, is strongly preferred.
• Proven success supporting strategic accounts, renewals, and expansions, with direct impact on NRR/GRR outcomes.
• Experience working directly with senior customer stakeholders including CTOs, CIOs, technical leads, or operations executives.
• Demonstrated ability to operate as a senior individual contributor with high autonomy, strong judgment, and technical leadership.
• Demonstrated proficiency with AI-powered productivity tools and large language models (such as ChatGPT or Claude), including their practical application in day-to-day work.
• Background in telephony, communications, contact center, AI, or workflow-heavy SaaS is a strong advantage.