Senior Manager of Specialist Solutions Consulting - Customer Service Job Category: Pre-Sales Consulting Location: US - Massachusetts - Remote **Meet Our Team:** Join Pega's global team of specialists dedicated to transforming customer service and sales automation across industries. Our cross-functional, innovative team works directly with Product on the latest platform innovations, collaborates with Go-to-Market teams on cutting-edge strategies, and partners with account teams globally to deliver next-generation solutions that redefine what's possible in customer experience. **Picture Yourself at Pega:** Step into the future of customer service innovation as a leader who drives enterprise-level transformations. You'll be at the forefront of Pega's Customer Service capabilities, leading presales teams, developing cutting-edge solutions, and shaping the customer service landscape with intelligent automation, predictive service, and large-scale holistic self-service implementations. **What You'll Do at Pega:** Delivery Excellence (35%) + Lead and manage a presales team focused on Customer Service capabilities and industry solutions across the Americas region + Collaborate with clients, partners, and Pega teams to continuously focus on Customer Success in large-scale Customer Service Center implementations + Lead a team to provide high-quality deliverables and demonstrations that showcase Pega's Customer Service capabilities including omnichannel engagement, AI-powered automation, and enterprise self-service solutions + Own end-to-end presales execution for major Customer Service opportunities, utilizing the latest Pega Customer Service features including Voice AI, Dynamic Case Management, and Agentic AI capabilities Thought Leadership (25%) + Demonstrate deep expertise in Pega Customer Service solutions including intelligent automation, predictive service, and large-scale holistic self-service implementations + Show expertise and maintain knowledge about innovative solutions in the Customer Service space + Stay current with Pega's Customer Service methodology, Agentic AI developments, and competitive positioning in the customer service landscape + Understand Pega's analyst positioning and industry leadership as the only vendor integrating CRM, Digital Process Automation, Case Management, Robotics, and AI in a unified platform Team Leadership and Development (25%) & Strategic Business Development (15%) + Lead, mentor, and develop Customer Service Specialist Solutions Consultants across the Americas region + Present Customer Service topics and best practices across the Pega ecosystem including sales teams, solutions consulting teams, and partner communities **Who You Are:** + Bachelor's degree in Computer Science, Business Administration, or related field + A thought leader and innovator in the service, sales automation, robotics and technology space + Exceptional interpersonal skills and ability to communicate, partner, and collaborate with diverse stakeholders + Excellent time management and organization skills, with capability to manage multiple competing priorities across a regional team + Proven track record of achieving outstanding customer results with a team-oriented approach + Demonstrated ability to lead by example and drive team performance **What You've Accomplished:** + 10+ years of progressively responsible experience in customer service solutions, with at least 3 years in leadership roles + Proven experience leading presales teams focused on Customer Service capabilities and industry solutions + Demonstrated experience working within large Customer Service Centers (call centers) and understanding of contact center operations + Strong background in products and services related to providing large-scale holistic self-service at an enterprise level + Experience with omnichannel customer engagement strategies and implementations Additional Preferred Accomplishments: + Background or strong interest in Agentic AI and its applications in customer service + Experience with Pega Customer Service solutions or similar enterprise customer service platforms + Knowledge of AI-powered automation, predictive analytics, and intelligent guidance systems + Understanding of enterprise case management and workflow automation + Experience with customer service analytics, reporting, and performance management + Familiarity with Voice AI, conversational AI, and knowledge management systems + Previous experience in Solutions Consulting or technical sales roles + Experience operating or running customer service operations or customer service center **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 Job ID: 22158 It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity