Senior Manager of Specialist Solutions Consulting

About the role

The Senior Manager of Specialist Solutions Consulting team plays a critical role in making Pega’s vision real. This team combines deep domain expertise in customer service and contact center operations with strong technical leadership, working closely with Product, Engineering, Go-To-Market, DemoX, Delivery, Partners, and the broader Solution Consulting organization.

Responsibilities

• Lead and grow a high-performing US Solution Consulting team focused on AI-powered Customer Service and intelligent Sales Automation
• Serve as a player/coach, personally engaging in Pega’s most strategic enterprise opportunities as a senior technical and architectural advisor
• Design and position AI-driven contact center and service-to-sales transformations, leveraging Agentic AI, workflow orchestration, real-time decisioning, and automation
• Partner with sales to design unified customer engagement solutions that connect service interactions, sales workflows, and revenue processes
• Provide deep architectural guidance across contact center platforms (including CCaaS and CTI integrations), digital self-service, case management, AI agents, and omnichannel engagement
• Influence Pega’s US go-to-market approach as enterprises move toward autonomous service, AI-assisted selling, and outcome-focused engagement models
• Balance strategic leadership with direct customer engagement, staying close to evolving buyer expectations and enterprise adoption patterns

Requirements

• A seasoned leader who thrives in player/coach roles, combining people leadership with hands-on technical and customer-facing engagement
• Experienced operating within multi-platform enterprise environments, including adjacent CRM and CCaaS ecosystems, with the ability to articulate how AI-driven service and self-service capabilities fit into broader customer engagement architectures
• Tech credible across modern contact center and engagement architectures, including CCaaS platforms, CTI, digital and AI-driven self-service, case management, and omnichannel orchestration
• AI-first in how you operate—using AI tools and techniques to increase your own productivity, deepen insight, and establish technical credibility with customers and teams
• Strong ability to translate complex technical concepts—AI, automation, and decisioning—into clear business value

Qualifications

• 8+ years of experience in CRM, including at least 3 years in leadership roles
• Proven success leading presales teams or delivery teams supporting enterprise customers
• Hands-on experience with enterprise contact centers and customer engagement platforms
• Background in AI-enabled self-service, workflow automation, case management, and service-to-sales engagement strategies
• Strong ability to translate complex technical concepts—AI, automation, and decisioning—into clear business value
• Deep understanding of generative and agentic AI, including how these models are applied to assisted service, self-service, and orchestration use cases within enterprise CRM and customer engagement platforms

Skills

• Technical credibility across modern contact center and engagement architectures
• Experience with AI-driven service and self-service capabilities
• Ability to articulate how AI-driven service and self-service capabilities fit into broader customer engagement architectures
• Strong ability to translate complex technical concepts into clear business value
• Experience with generative and agentic AI

Benefits

• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

Pay

• Base salary range for this role is 151,600 - 235,200 USD annually

Schedule

• Remote work option available