Senior Manager of Specialist Solutions Consulting
Pegasystems, Alpharetta, GA, United States
Senior Manager of Specialist Solutions Consulting
Job Category: Pre‑Sales Consulting
Location: US - Florida - Remote | US - Georgia - Alpharetta | US - Massachusetts - Remote | US - Pennsylvania - Remote | US - Virginia - Dulles
Pega is redefining how enterprises engage customers across service, sales, and revenue operations—and the Customer Service Specialist Solution Consulting team plays a critical role in making that vision real.
The team combines deep technical expertise and strategic perspective, working closely with Product, Engineering, Go‑To‑Market, DemoX, Delivery, Partners and the broader Solution Consulting organization. They influence platform direction, accelerate adoption of new capabilities, deliver high‑impact demonstrations, and work alongside field teams to strengthen technical credibility in the market.
High‑impact enterprise opportunities are delivered with end‑to‑end contact‑center walkthroughs that articulate the transformation vision, demonstrate how Pega delivers measurable business value, and guide customers from strategy through realization.
Picture Yourself at Pega
In this strategic player/coach role, you will lead Pega’s US‑based Customer Service Specialist Solution Consulting team while remaining deeply involved in complex, high‑impact enterprise opportunities.
You will operate at the intersection of AI‑powered customer service and intelligent sales automation, helping enterprises unify service and sales motions into seamless end‑to‑end customer engagement experiences. This is a role for a technically credible leader who enjoys balancing strategy with hands‑on execution and wants to influence both customer outcomes and Pega’s go‑to‑market success. You will drive collaboration with your peers in EMEA to scale globally.
What You’ll Do at Pega
Lead and scale a high‑performing US Solution Consulting team focused on AI‑powered Customer Service and intelligent Sales Automation.
Act as a player‑coach, directly 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 closely with Sales to architect unified customer engagement solutions that connect service interactions, sales workflows, and revenue processes.
Provide deep architectural leadership across CCaaS and CTI integrations, digital self‑service, case management, AI agents, and omnichannel engagement.
Collaborate with solution consultants, delivery teams, partners, and customers to elevate technical quality, consistency, and confidence across engagements.
Influence Pega’s US go‑to‑market strategy as enterprises move toward autonomous service, AI‑assisted selling, and outcome‑driven engagement models.
Balance strategic leadership with hands‑on customer engagement to remain closely aligned with buyer expectations and enterprise adoption patterns.
Who You Are
A player‑coach who combines strong people leadership with hands‑on technical and customer engagement.
Deep experience supporting large US enterprises across Customer Service and Sales Operations.
Proven ability to operate in complex, multi‑platform enterprise environments, including CRM and CCaaS ecosystems, and to articulate how AI‑driven service and self‑service capabilities fit into broader customer engagement architectures.
Technically credible across modern contact‑center and engagement architectures, including CCaaS, CTI, digital and AI‑driven self‑service, case management, and omnichannel orchestration.
AI‑first in approach, using AI tools and techniques to increase productivity, deepen insights, and establish credibility with customers and teams.
Fluent in conversations spanning service and sales strategy, automation, workflow orchestration, and real‑time decisioning.
Experienced leading Solution Consulting or presales teams within customer engagement, service, or adjacent enterprise domains.
Motivated by scaling impact through building repeatable knowledge, developing talent, and enabling solution consultants, partners, delivery teams, and clients to succeed.
Comfortable advising executive stakeholders on modernizing legacy environments into unified, AI‑driven engagement platforms.
Outcome‑driven, with a focus on customer satisfaction, operational efficiency, and revenue growth.
Strong understanding of generative and agentic AI and their application to assisted service, self‑service, and orchestration use cases within enterprise CRM and customer engagement platforms.
What You’ve Accomplished
Bachelor’s degree in Computer Science, Business Administration, Engineering, or a related field.
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.
Pega Offers You
Gartner Analyst‑acclaimed technology leadership across our categories of products.
Continuous learning and development opportunities.
An innovative, inclusive, agile, flexible, and fun work environment.
Competitive global benefits program inclusive of pay+bonus incentive, employee equity in the company.
Additional Information
Base salary range for this role is 151,600 – 235,200 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.
Equal Opportunity Employer
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
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Job Category: Pre‑Sales Consulting
Location: US - Florida - Remote | US - Georgia - Alpharetta | US - Massachusetts - Remote | US - Pennsylvania - Remote | US - Virginia - Dulles
Pega is redefining how enterprises engage customers across service, sales, and revenue operations—and the Customer Service Specialist Solution Consulting team plays a critical role in making that vision real.
The team combines deep technical expertise and strategic perspective, working closely with Product, Engineering, Go‑To‑Market, DemoX, Delivery, Partners and the broader Solution Consulting organization. They influence platform direction, accelerate adoption of new capabilities, deliver high‑impact demonstrations, and work alongside field teams to strengthen technical credibility in the market.
High‑impact enterprise opportunities are delivered with end‑to‑end contact‑center walkthroughs that articulate the transformation vision, demonstrate how Pega delivers measurable business value, and guide customers from strategy through realization.
Picture Yourself at Pega
In this strategic player/coach role, you will lead Pega’s US‑based Customer Service Specialist Solution Consulting team while remaining deeply involved in complex, high‑impact enterprise opportunities.
You will operate at the intersection of AI‑powered customer service and intelligent sales automation, helping enterprises unify service and sales motions into seamless end‑to‑end customer engagement experiences. This is a role for a technically credible leader who enjoys balancing strategy with hands‑on execution and wants to influence both customer outcomes and Pega’s go‑to‑market success. You will drive collaboration with your peers in EMEA to scale globally.
What You’ll Do at Pega
Lead and scale a high‑performing US Solution Consulting team focused on AI‑powered Customer Service and intelligent Sales Automation.
Act as a player‑coach, directly 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 closely with Sales to architect unified customer engagement solutions that connect service interactions, sales workflows, and revenue processes.
Provide deep architectural leadership across CCaaS and CTI integrations, digital self‑service, case management, AI agents, and omnichannel engagement.
Collaborate with solution consultants, delivery teams, partners, and customers to elevate technical quality, consistency, and confidence across engagements.
Influence Pega’s US go‑to‑market strategy as enterprises move toward autonomous service, AI‑assisted selling, and outcome‑driven engagement models.
Balance strategic leadership with hands‑on customer engagement to remain closely aligned with buyer expectations and enterprise adoption patterns.
Who You Are
A player‑coach who combines strong people leadership with hands‑on technical and customer engagement.
Deep experience supporting large US enterprises across Customer Service and Sales Operations.
Proven ability to operate in complex, multi‑platform enterprise environments, including CRM and CCaaS ecosystems, and to articulate how AI‑driven service and self‑service capabilities fit into broader customer engagement architectures.
Technically credible across modern contact‑center and engagement architectures, including CCaaS, CTI, digital and AI‑driven self‑service, case management, and omnichannel orchestration.
AI‑first in approach, using AI tools and techniques to increase productivity, deepen insights, and establish credibility with customers and teams.
Fluent in conversations spanning service and sales strategy, automation, workflow orchestration, and real‑time decisioning.
Experienced leading Solution Consulting or presales teams within customer engagement, service, or adjacent enterprise domains.
Motivated by scaling impact through building repeatable knowledge, developing talent, and enabling solution consultants, partners, delivery teams, and clients to succeed.
Comfortable advising executive stakeholders on modernizing legacy environments into unified, AI‑driven engagement platforms.
Outcome‑driven, with a focus on customer satisfaction, operational efficiency, and revenue growth.
Strong understanding of generative and agentic AI and their application to assisted service, self‑service, and orchestration use cases within enterprise CRM and customer engagement platforms.
What You’ve Accomplished
Bachelor’s degree in Computer Science, Business Administration, Engineering, or a related field.
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.
Pega Offers You
Gartner Analyst‑acclaimed technology leadership across our categories of products.
Continuous learning and development opportunities.
An innovative, inclusive, agile, flexible, and fun work environment.
Competitive global benefits program inclusive of pay+bonus incentive, employee equity in the company.
Additional Information
Base salary range for this role is 151,600 – 235,200 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.
Equal Opportunity Employer
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
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