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February

Principal Pre-sales Engineer (Contact Center/ivr)

Nuance - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Check out our team Life at Nuance!

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

The Principal Pre-Sales Engineer uses their consulting skills during pre-sales to develop and advocate a solution to deliver positive business outcomes for the customer. Pre-sales involvement also includes contributing to and/or making presentations or conducting product demonstrations, as well as developing solution proposals, building architecture diagrams, ROI cases and creating statements of work. After the sale, the Principal Pre-Sales Engineer may continue consulting with the customer to identify the client’s changing needs and provide specifications for product upgrades and/or expanded service agreements.

RESPONSIBILITIES

  • Become a selling partner to specific assigned Account Executives with a targeted shared quota.

  • Develop services and transactional pricing components, ROI/Business Case, and assist where needed on content for HSO, RFP's, Proposals and SOW's.

  • Perform solution sizing for hardware/software elements of the solution.

  • Be a customer advocate towards our deeper technical organizations (PS, Engineering, Product) ensuring product roadmaps accurately reflect customer needs and market directions.

  • Become a trusted advisor to engineering, product, and other technical teams

  • Collaborate with sales and marketing teams in making sales presentations by sharing accurate technical information that describes the technology behind how Nuance products work. This often includes conducting product demonstrations for customers/partners.

  • Consult directly with clients to explain the technical aspects of Nuance’s capabilities and develop solution roadmaps. This includes performing initial application discovery with customers/partners, elaborating on functional and feature requirements of the target solution with the customer/partner, architect workable solutions and evaluating possible paths/workflows that are technologically feasible and make good business sense.

  • Work with Account Executives, Product Management, Professional Services, Finance, and Legal on technical aspects of proposals for professional services, and statements of work for applications and technology integration based on preliminary customer/partner requirements.

  • Work with Account Executives and PS Teams to provide accurate work estimates and price quotes for engagements.

  • Work with Sales, Professional Services, Product Management, and customers as necessary, to determine innovative approaches for "non-standard" implementations.

  • Maintain communication with people at all levels internally as well as with customers/partners, ensuring the proper and timely flow of solution and technical information from and to the account.

  • Provide input into product and research direction by establishing technical requirements, sharing market feedback with product management, and providing feedback on product roadmaps and release definitions.

  • Maintain a deep and ongoing understanding of our technology, including the user interface, integration methods, business rules, and limitations of the technology.

  • Project scoping: Experience responding to Requests for Information (RFIs) and Requests for Proposals (RFPs), providing input on scoping and estimating time/resources and providing quotes for the project’s technical requirements.

  • Strategic approach: Understands sales cycle and strategies. Gives valuable input to constantly improve sales strategy. Actively implements and supports approach and processes as defined by sales management.

  • Account development: Understands the account from an organizational, financial and product standpoint. Ability to clearly outline and develop business cases. Prepares well for sales meetings, has data readily available, and immediately follows up on open issues/concerns.

QUALIFICATIONS

EDUCATION: Bachelor's degree

MINIMUM YEARS OF WORK EXPERIENCE: 10 years

REQUIRED SKILLS:

  • Excellent demo and presentation skills
  • Significant experience in architecting or implementing Contact Centre technology E.g. chat (virtual and live), chatbots, messaging, speech technology, voice biometrics
  • Presales customer facing experience in a software or system integrator company
  • Familiarity with the Pre-Sales Engineering process in a software company
  • Comfortable in making presentations and speaking to an audience
  • Planning, negotiating and time and priority management skills are critical

PREFERRED SKILLS:

  • Natural language systems (ASR, NLU, dialogue management)
  • Artificial Intelligence techniques and applications
  • Contact Center and Agent Desktop technologies
  • Conversational User Interface Design

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.