Pegasystems, Inc.
Senior Specialist Solutions Consultant - Customer Service
Pegasystems, Inc., Tampa, Florida, us, 33646
Senior Specialist Solutions Consultant - Customer Service
Job Category: Pre-Sales Consulting Location: US - Florida - Remote Meet Our Team
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. Picture Yourself at Pega
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. What You'll Do at Pega
Client Engagement & Discovery
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.
Product Demonstrations & Storytelling
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.
Who You Are
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.
What You've Accomplished
Technical & Domain Skills
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.
Soft Skills
A communicator who can relate to both executives and frontline teams, translating operational needs into technology solutions.
Passionate about service transformation and excited to help other service leaders modernize their operations through technology.
Strong storytelling, communication, and influence skills.
Proven consultative leadership with the ability to challenge and elevate client thinking.
Other Requirements
Ability to travel up to 50% across the Americas. Pega Offers You
Work with cutting edge technology, driving hundreds of millions of benefits at our clients, improving customer experience for millions of customers.
An innovative, inclusive, agile, flexible, challenging and fun work environment in a closely collaborating expert team.
Continuous learning and development opportunities.
Competitive benefits program inclusive of pay + revenue based bonus.
Additional Information
Base salary range for this role is 137,600 - 209,700 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. Job ID: 22794 It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity
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Job Category: Pre-Sales Consulting Location: US - Florida - Remote Meet Our Team
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. Picture Yourself at Pega
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. What You'll Do at Pega
Client Engagement & Discovery
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.
Product Demonstrations & Storytelling
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.
Who You Are
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.
What You've Accomplished
Technical & Domain Skills
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.
Soft Skills
A communicator who can relate to both executives and frontline teams, translating operational needs into technology solutions.
Passionate about service transformation and excited to help other service leaders modernize their operations through technology.
Strong storytelling, communication, and influence skills.
Proven consultative leadership with the ability to challenge and elevate client thinking.
Other Requirements
Ability to travel up to 50% across the Americas. Pega Offers You
Work with cutting edge technology, driving hundreds of millions of benefits at our clients, improving customer experience for millions of customers.
An innovative, inclusive, agile, flexible, challenging and fun work environment in a closely collaborating expert team.
Continuous learning and development opportunities.
Competitive benefits program inclusive of pay + revenue based bonus.
Additional Information
Base salary range for this role is 137,600 - 209,700 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. Job ID: 22794 It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity
#J-18808-Ljbffr