Cyara - Senior Solution Engineer - UCaaS

Position Summary :

The Sr.Solution Engineer is responsible for end-to-end ownership of Cyaras internal demo environments, labs, and POC workspaces.

This role combines technical administration, DevOps discipline, release/change management, telephony & AI infrastructure expertise, and Solution Architectlevel understanding of Cyaras platform.

The ideal candidate is deeply technical, self-driven, meticulous with environment hygiene, and passionate about enabling world-class demos and customer proof-of-concepts.

This role works closely with Sales Architects, Product, Engineering, and Sales Enablement teams to ensure our demo assets remain current, performant, and compelling for customers across the globe.

Key Responsibilities :

Environment Management & Administration :

- Own the full lifecycle of Cyara demo environments (setup, configuration, updates, maintenance, and retirement).

- Manage release deployments and apply platform updates, patches, hotfixes, and new feature enablement.

- Maintain data hygiene across environments, including :

a. Test data cleansing.

b. Synthetic data generation.

c. AI training asset updates.

d. Telephony and routing data refresh.

- Ensure environment uptime, performance, reliability, and security compliance.

- Implement monitoring, alerting, and logging for key demo systems and connectors.

DevOps, Telephony, and Platform Operations :

- Manage integrations across CCaaS, telephony, SIP trunks, CPaaS, and cloud services used in demos/POCs.

- Troubleshoot platform, network, routing, or telephony issues across end-to-end CX flows.

- Support CI/CD pipelines for demo automation and environment refresh cycles.

- Maintain configuration scripts, templates, and automation tools for scalable environment management.

Demo & POC Support (Solution Architect Level) :

- Understand Cyaras full product suiteTransform, Analyze, Monitor, Optimize, Agentic AI and support custom demo creation.

- Build tailored demo workflows, test cases, dashboards, and CX visualizations for specific industries and use cases.

- Assist Sales Architects during customer POCs with environment setup, data preparation, onboarding, and troubleshooting.

- Collaborate with Product and Engineering teams to validate new features, functionality, and integrations before production or demo use.

Cross-Functional Collaboration :

- Work hand-in-hand with Sales Architects globally to understand demo needs and create reusable assets.

- Partner with Product Marketing to update demo stories and align technical capabilities with market messaging.

- Coordinate with Engineering for visibility into releases, product changes, and backward compatibility.

- Document environment configurations, processes, and best practices for internal teams.

Technical Expertise :

- 5 to 10 years of experience in Solutions Engineering, Technical Support, DevOps, or System Administration roles.

- Hands-on experience with telephony systems, SIP, CPaaS, IVR, routing, UCaaS, or CCaaS solutions (e.g., Genesys Cloud, NICE CXone, Amazon Connect, Five9, Twilio).

- Solid understanding of AI system workflows, including prompt engineering concepts, AI data training sets, analytics pipelines, or LLM-based applications.

- Strong DevOps capabilities :

a. CI/CD.

b. XML/YAML/JSON configuration.

c. Automation scripting (Python or Adaptable Language).

d. Cloud infrastructure basics (AWS/Azure/GCP).

Solution Architecture & Demo Skills :

- Ability to design and deliver tailored demos or proof-of-concept workflows.

- Strong understanding of customer experience, testing, monitoring, and automation concepts.

- Familiarity with API integrations, webhooks, and enterprise IT architecture.

Environment & Release Management :

- Experience managing multi-tier applications, releases, and updates in a controlled environment.

- Proficiency with configuration management, versioning, and rollback strategies.

- Strong troubleshooting skills across network, telephony, and application layers.

Soft Skills :

- Excellent written and verbal communication skills (English).

- Highly organized, detail-oriented, and able to manage multiple parallel priorities.

- Strong collaborator with a proactive, problem-solving mindset.

- Ability to work in a fast-paced, global, cross-functional environment.