Senior Specialist Solutions Consultant - Customer Service

Senior Specialist Solutions Consultant - Customer Service

Job Category:
Pre-Sales Consulting

Location:

US - Florida - Remote

The Senior Customer Service Specialist Solutions Consultant is a senior presales expert who brings deep operational customer service experience, domain expertise, and storytelling ability to help prospects understand how Pega’s Customer Service and Sales Automation solutions deliver measurable improvements. Your deep contact center expertise and hands‑on experience managing customer service operations is valued. You understand what it takes to run high‑performing contact centers.

You’ll collaborate with global enterprises, using your operational insights to help organizations solve real service challenges and drive excellence. You’ll bring real‑world experience to every client’s conversation because you’ve walked in their shoes.

Grounded in real‑world CS operational expertise, you’ll guide clients toward smarter, AI‑powered, omnichannel customer service transformation.

The Customer Service Specialist Solutions Consulting team brings a unique mix of strategic insight and hands‑on technical skill, partnering closely with Product, Engineering, GTM, DemoX, and the broader SC community to influence roadmap direction, accelerate adoption, deliver compelling demonstrations, and mentor field teams. Together, we empower clients to modernize their service operations and realize measurable, high‑impact results.

You thrive in leading discovery and shaping innovative service solutions using Pega Blueprint, combining domain and technical insight with thought leadership that drives transformational change. You excel at delivering compelling, outcome‑focused Pega Customer Service solutions that showcase capabilities such as interaction management, omnichannel engagement, self‑service, AI‑powered automation, and agent desktop experiences.

• Lead and participate in deep discovery sessions, uncovering operational bottlenecks, KPIs, and service transformation opportunities across contact center operations.

• Understand client business goals and service KPIs (AHT, CSAT, NPS, FCR) and translate them into value‑driven solution recommendations.

• Establish trusted advisor relationships with service leaders, operations executives, and IT stakeholders.

• Deliver high impact, narrative driven demos showing how Pega improves agent productivity, reduces handle time, and creates consistent service experiences.

• Tailor demo flows and scenarios to reflect each prospect’s operational reality (channels, case types, workforce structure).

• Articulate complex product capabilities (AI routing, knowledge, workflow automation, IVA, omnichannel engagement) in simple, compelling language.

• 10+ years leading or heavily contributing to customer service operations, including team leadership and measurable KPI improvement.

• Demonstrated success delivering customer service technology demos, workshops, or service transformation initiatives.

• Deep operational understanding of CS KPIs (CSAT, NPS, AHT, FCR) and how they connect to service workflows and agent behavior.

• Hands‑on familiarity with CRM platforms, contact center technologies (voice, digital messaging, routing), and AI‑powered service automation.

• Subject‑matter expertise across omnichannel service, case management, self‑service, agent desktop design, and knowledge management.

• Strong ability to design and position solutions that unify interactions, automate repetitive work, and scale service operations.

• Comprehensive expertise in customer service business processes, encompassing omnichannel engagement, customer journey orchestration, service level management, quality assurance, and workforce optimization.

• Proven ability to understand client business challenges, identify opportunities for improvement, and articulate business value and ROI.

• A communicator who can relate to both executives and frontline teams, translating operational needs into technology solutions.

• Passionate about service…