Senior Manager of Specialist Solutions Consulting

**Meet Our Team:**

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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.

This team brings together deep technical expertise and strategic perspective, working closely with Product, Engineering, Go‑To‑Market, DemoX, Delivery, Partners and the broader Solution Consulting organization. The team influences platform direction, accelerates adoption of new capabilities, delivers high‑impact demonstrations, and works alongside field teams to strengthen technical credibility in the market.

The impact of this work is significant. This team combines deep domain expertise in customer service and contact center operations with strong technical leadership, working closely with Product, Engineering, Go‑To‑Market, DemoX, Delivery, Partners, and the broader Solution Consulting organization. The team leads 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. Through this work, the team influences platform direction, accelerates adoption of new capabilities, and works alongside field teams to shape the narrative and technical credibility Pega brings to the market.

**Picture Yourself at Pega:**

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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 peer in EMEA driving global scale with your team.

**What You'll Do at Pega:**

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• 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:**

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• 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:**

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• 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:**

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• 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

#LI-JV1

**Additional Information**

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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. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

**AI in Action –** Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.

**Culture –** At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

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.

**Export Compliance –** For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

**Accommodations –** If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.