Pegasystems · 10 hours ago
Senior Specialist Solutions Consultant - Customer Service
Orlando, FL
Full-time
Hybrid
Senior Level, Lead/Staff
$138K/yr - $210K/yr
10+ years expPegasystems is seeking a Senior Customer Service Specialist Solutions Consultant who will leverage their extensive operational customer service experience to assist clients in understanding and implementing Pega’s solutions. The role involves leading discovery sessions, delivering impactful product demonstrations, and establishing trusted advisor relationships to drive customer service transformation.
Artificial Intelligence (AI)CRMRobotic Process Automation (RPA)Software
Responsibilities
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
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
Qualification
Required
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
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
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
Ability to travel up to 50% across the Americas
Benefits
Competitive benefits program inclusive of pay + revenue based bonus
Continuous learning and development opportunities
Company
Pegasystems
PegaSystems provides business process and customer relationship management solutions for organizations.
5001-10000 employees
H1B Sponsorship
Pegasystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (49)
2024 (32)
2023 (24)
2022 (59)
2021 (46)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$525M2020-02-19Post Ipo Debt· $525M
2009-01-01Post Ipo Equity
1996-07-26IPO
Leadership Team
Alan Trefler
Founder and CEO
Ken Stillwell
Chief Operating Officer and Chief Financial Officer
Recent News
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