Solutions Engineer
As a Solutions Engineer at Parlance, you partner with customers to design, implement, and optimize speech-driven solutions (using speech recognition and Natural Language Understanding) for contact centers, focusing on improving caller experience and reducing friction.
- Compensation
- Not disclosed
- Location
- United States - Indiana
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 3+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- 3-5 years of professional experience implementing and supporting enterprise/SaaS software and infrastructure solutions
- Bachelor's degree is ideal (will consider additional work experience in lieu of)
- Experience in a customer-facing technical role
- Healthcare domain experience is highly desired
- Ability to listen well to understand our customer’s needs, goals and objectives
- Ability to communicate technical concepts to both technical and non-technical stakeholders
- Can interact with customers by delivering high levels of customer service via video, phone, email, text channels, and on-site with the customer
- Can identify, own, and resolve issues impacting the solution with appropriate incident response follow up actions
- Experience with Windows OS, Linux experience a plus
- Ability to travel up to 10% of the time
- Good organizational skills to manage work across multiple projects
Full description
Job Summary:Job Description:About Parlance:
Parlance is a Software as a Service company leveraging intelligent speech technologies to improve the caller experience for leading organizations nationwide. Parlance delivers speech recognition as a managed service. That means we blend intelligent speech technologies, including Automatic Speech Recognition and Natural Language Understanding to transform old-fashioned phone systems into easy-to-navigate speech-driven tools. We modernize and improve the first 30 seconds of every caller’s journey and remove barriers to service. Health systems specifically subscribe to Parlance to improve patient experience and reduce frustration. No more long hold times, no confusing menus, no numbers to press.
Description:
As a Solutions Engineer at Parlance, you deliver meaningful results through a partnership with the customer that spans the full solution lifecycle; pre-sales to implementation to optimization and future growth. You will be supported by a knowledgeable team of solutions engineers and software developers to learn and leverage knowledge of contact centers, speech recognition, human factors, and voice user interfaces to build and manage solutions for our customers.
Some of the responsibilities of a Solutions Engineer include the following:
- Collect customer requirements for use of the Parlance solution, design solution dialogs as well as implement applications to meet customer requirements (80%)
- Analyze performance and take actions to improve solution performance
- Troubleshoot and resolve any issues that arise
- Participate in ongoing learning activities
- Demonstrate the Parlance solution elements and value to customers and prospective customers (5%)
Qualifications:
- 3-5 years of professional experience implementing and supporting enterprise/SaaS software and infrastructure solutions
- Bachelor's degree is ideal (will consider additional work experience in lieu of)
- Experience in a customer-facing technical role
- Healthcare domain experience is highly desired
- Ability to listen well to understand our customer’s needs, goals and objectives
- Ability to communicate technical concepts to both technical and non-technical stakeholders
- Can interact with customers by delivering high levels of customer service via video, phone, email, text channels, and on-site with the customer
- Can identify, own, and resolve issues impacting the solution with appropriate incident response follow up actions
- Experience with Windows OS, Linux experience a plus
- Ability to travel up to 10% of the time
- Good organizational skills to manage work across multiple projects