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Solutions Engineer

Parlance transforms customer experiences using speech automation and analytics to route callers to the right place in a business. We are a small, profitable technology company that’s experiencing growth by making a real impact for enterprise customers, whether Fortune 500, hospitals, or higher education.

Role

As a Solution Engineer at Parlance, you deliver meaningful results through a partnership with the customer that spans the full solution lifecycle – pre-sales design to implementation to optimization and future growth. You will learn and leverage knowledge of contact centers, VoIP/SIP, LANs, VPNs, speech recognition, human factors, and voice user interfaces to build and manage solutions for our customers. Not familiar with some of that? That’s okay, we’ll teach you. And, when you are on the front line supporting the customer, you have ample backup from a team of knowledgeable solutions engineers and software developers that eagerly instruct and assist with the service delivery effort. Moreover, the software we deliver is often described by customers as “It just works.” This means you have the time and freedom to make decisions on how best to please the customer instead of chasing bugs. The result is service our customers rave about:

  • “Just wanted to say that out of all the vendors/products I’ve worked with over the years you are my favorite.”
  • “With Parlance there's literally 0% frustration, and I actually find myself looking forward to the next project. I feel like they're part of our team.”
  • “Awesome!!  Thank you! You guys are the best!!”

Qualifications

  • Listen well to understand our customer’s objectives
  • Explain technical stuff to non-technical stakeholders
  • Interact with customers by delivering high levels of customer service over the phone, via email and text channels, and on-site with the customer
  • Identify, own, and resolve issues impacting the solution. Then, document how you fixed it.
  • Be passionate about exceeding customer expectations
  • 2-5 years in a customer-facing role
  • Ability to travel some
  • Good organizational skills to manage work across multiple projects
  • Familiarity with Microsoft operating systems
  • Legal authorization to work in the United States

Make a Difference

Come work at a company where your voice matters and you can make a real impact beyond your specific job role. You will gain a view of the whole company fostered by open management and a flat organizational structure. Parlance is a team of smart people who care about each other and our customers. We are responsible professionals who operate with integrity and treat people with respect. We support a healthy work/life balance. We are enormously productive by respecting work hours and letting people live their lives and have their downtime.

Compensation

  • The compensation and benefits package at Parlance is designed to put people first.  
  • Comprehensive health care for you and your family
  • 15-20 paid vacation days each year depending on tenure – and encouragement from your coworkers to use them
  • 10 paid sick days each year that can be when you or a family member is sick. We don't think you should have to use vacation time for these unexpected circumstances.
  • Parental leave of up to 12 weeks, with the option to work part-time or with more flex-time upon returning to work.
  • 401(k) retirement plan in which Parlance will match the first 3% of contributions at 100% and the next 2% of contributions at 50% -- that’s a 4% match on a 5% employee contribution
  • Budgeted learning and development and paid conference days
  • Restricted stock awards for meritorious performance

TAGS:  Solutions Advisor, Solutions Consultant, Service Engineer, Service Specialist, Service Associate, Customer Care

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