Sr. Sales Engineer – Agentic AI for CX

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.

Let's talk about the role and responsibilities:
- Ownership: Own the technical sales engagement from first discovery through technical win.

- Discovery: Lead deep discovery on customers’ CX tech stack, AI agents, quality and compliance risks, and success criteria.

- Solution design: Design closed-loop assurance solutions that test, monitor, and observe customers’ AI agents across their CX stack.

- Demos and workshops: Deliver tailored demos, overviews, and workshops that connect the platform to customers’ AI agent quality and compliance goals.

- Proofs of concept: Scope and run POCs that validate the platform against customer success criteria.

- Business case: Quantify the cost of AI failure and the efficiency gained through assurance for executive buyers.

- Collaboration: Partner with Sales, Product, and Implementation on RFPs, objections, and delivery handoff.

- Enablement: Create reusable demos and materials, and mentor teammates on agentic AI technology and prompt engineering.

Let’s talk about your skills and expertise:
- Pre-sales experience: 5+ years in pre-sales or solutions engineering with C-level and VP-level stakeholders.

- CX technology: Solid understanding of the CX tech stack, including CCaaS, IVR, CRM, and digital channels.

- Agentic AI experience: Strong, proven experience with how AI agents and agentic workflows are built, deployed, and behave in CX environments.

- AI technology: Deep knowledge of the agentic tech stack: LLMs, RAG, tool calling, orchestration, and MCP.

- Prompt engineering: Advanced prompt engineering skill, from reading agent system prompts to crafting adversarial test scenarios.

- AI observability: Strong grasp of AI agent quality and compliance monitoring: evaluation, hallucination detection, and policy adherence.

- Closed-loop assurance: Understanding of how testing, monitoring, and observability combine so production failures feed new tests.

- Discovery and solutioning: Exceptional ability to turn complex CX and AI requirements into sound technical solutions.

- Communication: Credible storytelling that links technology to business outcomes for executive and technical audiences.

- Education: Bachelor’s degree in Computer Science, IT, or a related field, or equivalent experience.

Preferred experience:
- AI agent platforms: Familiarity with customer AI agent platforms such as Cognigy, Sierra, Decagon, Observe.AI, AWS, and Google.

- CCaaS Platforms: Familiarity with platforms such as NiCE, Genesys, Five9, Talkdesk, AWS Connect, and others.

- Testing and monitoring: Experience with CX testing, monitoring, or observability tools.

- AI governance: Familiarity with compliance and risk for AI in customer interactions.