OverviewWe are looking for a Senior Solutions Architect. This role sits at the intersection of solution architecture, business development and pursuit leadership. The Senior Solutions Architect, GTM & Pursuits will engage prospects early, often before an opportunity is fully formed, to identify where TeKnowledge can create value, shape the problem, qualify the opportunity and design a credible path to measurable outcomes.
The successful candidate will help generate new leads and open doors, particularly by activating an established network of relationships across the software and technology sector. Working closely with sales leaders, the role will turn early conversations and relationship-led introductions into qualified opportunities, then remain actively involved through discovery, solution design, validation, proposal development, executive presentations and commercial shaping. The sales leader retains ownership of the customer relationship and sales process; the Solutions Architect plays a key role in building confidence, maintaining momentum and helping move the opportunity toward close.
The purpose of this role is to lead the technical and solution strategy for priority pursuits in AI-enabled Customer Support Operations and ServiceIQ-enabled transformation. Convert customer challenges into differentiated, deliverable and commercially viable solutions, help create qualified pipeline, improve pursuit quality, increase buyer confidence and support sales leaders in progressing opportunities from initial interest to signed agreement and successful mobilization.
Compensation for this position ranges from $106,969 - $160,453 annually. TeKnowledge provides medical, dental and vision options for each employee.
Responsibilities- Use personal industry relationships and the broader TeKnowledge network to identify prospective customers, secure introductions and create new conversations in priority software-sector accounts.
- Partner with sales leadership and account owners on named pursuits, relationship-led opportunities and targeted accounts.
- Lead executive and operational discovery that surfaces desired outcomes, current-state constraints, buying drivers, decision process, technical environment and measurable success criteria.
- Apply disciplined qualification across business value, urgency, executive sponsorship, access, competitive position, data readiness, solution feasibility, delivery capacity and commercial viability.
- Design customer-specific solutions spanning Support Operations, enterprise technical support, customer success, internal service desk, knowledge, quality, workforce, automation, analytics and AI-enabled service transformation.
- Use the ServiceIQ operating model and capabilities appropriately, positioning TeKnowledge as technology-agnostic in systems of record while differentiating through intelligence, action, human oversight and continuous improvement.
- Define how TeKnowledge can Transfer, Transform, Operate and Optimize the target environment, including phased land-and-expand options where a full transfer is not appropriate at the outset.
- Create current-state and target-state architectures, process flows, integration approaches, data requirements, security and governance considerations, transition plans, service models and operational assumptions.
- Facilitate maturity assessments, value workshops and solution-design sessions that turn broad interest into evidence-based next steps.
- Develop clear proposal content, architecture narratives, statements of work, presentations, demonstrations, RFI/RFP responses and executive decision materials.
- Work with delivery, product, engineering, security, finance, legal, HR and partners to ensure the proposed solution is differentiated, financially sound, contractible and executable.
- Identify risks, gaps, dependencies and non-standard requirements early; recommend go/no-go decisions or corrective actions when an opportunity is not winnable or deliverable.
- Present confidently to technical and non-technical stakeholders, translating complex architecture and AI concepts into business language without overstating product readiness or capability.
- Act as a trusted advisor throughout the pursuit, address technical and operational objections, and work with the sales leader to maintain momentum toward a customer decision.
- Capture market feedback and recurring customer needs to inform ServiceIQ, offering strategy, delivery standards and future solution assets.
- Support selective customer mobilizations to preserve continuity between what was sold and what is delivered.
Priority Solution Domains- AI-enabled Customer Support Operations and enterprise technical support
- ServiceIQ-enabled service intelligence, automation and continuous improvement
- Customer success, product support and internal IT/service desk environments
- Knowledge management, self-service, case deflection, agent/engineer assistance and intelligent routing
- Quality intelligence, voice of customer, workforce optimization, analytics and cost-to-serve improvement
- Cloud, SaaS, CRM, ITSM, CCaaS, knowledge, data and integration ecosystems
- Human-in-the-loop AI, responsible automation, security, data residency, governance and customer-hosted deployment considerations
- Managed services transformation, transition, global delivery and outcome-based operating models
Qualifications- Typically 10+ years of relevant experience across solution architecture, presales, consulting, managed services, enterprise technology or service transformation, including substantial senior-level customer-facing responsibility.
- Established relationships and a relevant professional network within the software, SaaS or broader technology sector, with a demonstrated ability to create access and originate credible customer conversations.
- Demonstrated success supporting complex pursuits from discovery and qualification through proposal, validation, negotiation support and close.
- Experience designing managed-service, professional-service or technology-enabled operating solutions, ideally for software companies or enterprise support organizations.
- Strong understanding of Customer Support Operations, enterprise technical support, customer success, service desk, ITSM and service-management practices.
- Working knowledge of AI-enabled service operations, automation, knowledge systems, analytics and human-in-the-loop governance. The candidate need not be a machine-learning engineer, but must be able to credibly shape AI-enabled solutions and distinguish aspiration from what is practical.
- Architecture fluency across cloud and hybrid environments, APIs and integration, identity and access, data flows, security, observability and major service platforms. Experience with Azure is highly relevant; AWS and Google Cloud experience is valuable.
- Ability to build a business case and connect architecture to outcomes, economics, implementation constraints and operational performance.
- Excellent executive communication, facilitation, storytelling, proposal writing and presentation skills.
- Commercial judgment, including the ability to understand margin, effort, dependencies, risk, assumptions, scope boundaries and contract implications.
- Bachelor's degree in computer science, engineering, information systems, business or a related discipline, or equivalent practical experience.
- Relevant cloud, architecture, ITSM or AI certifications are valued, but demonstrated capability and pursuit experience are more important than credentials alone.
- Ability to travel for customer workshops, executive meetings and priority pursuits as required.
Measures of Success- Growth in early-stage customer conversations and relationship-led introductions that become qualified opportunities with clear value, sponsorship and next steps.
- Improved progression of priority pursuits from discovery through solution validation, proposal and customer decision.
- Quality, differentiation, feasibility and commercial integrity of proposed solutions.
- Customer confidence in TeKnowledge as an AI transformation and execution partner for Support Operations.
- Reduction in late-stage solution rework, hidden delivery risk and gaps between what is sold and what can be delivered.
- Creation and adoption of repeatable solution assets, assessments, reference architectures and pursuit practices.
- Constructive contribution to ServiceIQ and GTM evolution based on evidence from the market
