Senior Manager of Specialist Solutions Consulting

TL;DR

Senior Manager of Specialist Solutions Consulting: Leading Pega’s US-based Customer Service Specialist Solution Consulting team and driving end-to-end contact center and service-to-sales transformations with an accent on AI-powered customer service, intelligent sales automation, and enterprise architecture guidance. Focus on designing agentic AI and workflow orchestration solutions, translating complex technical concepts into measurable business value, and scaling global go-to-market impact through player/coach leadership.

Company

Pega delivers enterprise software for customer engagement across service, sales, and revenue operations.

What you will do

• Lead and grow a high-performing US Solution Consulting team focused on AI-powered customer service and intelligent sales automation.
• Act as a player/coach by 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 using agentic AI, workflow orchestration, real-time decisioning, and automation.
• Partner with sales to design unified customer engagement solutions connecting service interactions, sales workflows, and revenue processes.
• Provide architectural guidance across contact center platforms (CCaaS and CTI integrations), digital self-service, case management, AI agents, and omnichannel orchestration.
• Influence Pega’s US go-to-market approach as enterprises move toward autonomous service and AI-assisted selling.

Requirements

• 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.
• Fluency in conversations spanning service and sales strategy, automation, workflow orchestration, and real-time decisioning.
• Base salary range applies to a role located in the US (Massachusetts) with remote work.

Culture & Benefits

• Competitive global benefits program including pay, bonus incentive, and employee equity.
• Continuous learning and development opportunities.
• Inclusive, agile, flexible, and supportive work environment.

Hiring process

• Compensation components (base, bonus/commission, and incentives) are finalized during the offer process based on education, experience, skills, and market conditions.

Location: US - Massachusetts - Remote

Salary: 151,600 - 235,200 USD annually (base range)