Head of Solution Engineering

Head of Solution Engineering

Job Description

As Head of Solution Engineer at Voiceflow, you will play a dual-critical role in driving our Enterprise success today while building the foundation for tomorrow's world-class Solutions Delivery organization. You'll serve as our most senior technical advisor to Enterprise customers, architecting and delivering sophisticated AI agent strategies across chat and voice modalities while simultaneously preparing to lead and scale our entire Solutions Engineering and Delivery function within 6 months.

This is a rare opportunity for a seasoned conversational AI veteran to leverage deep technical expertise in a customer-facing capacity while transitioning into strategic leadership under our Head of Revenue. You'll work directly with C-suite executives and technical teams at our largest accounts, solving complex implementation challenges hands-on, while also establishing the processes, frameworks, and team foundations that will define how Voiceflow delivers value at scale.

The ideal candidate has lived through the evolution of conversational AI—from early rule-based systems to today's LLM-powered agents—and brings battle-tested wisdom from scaling AI or conversational design platforms through hypergrowth. You understand what great looks like because you've built it, broken it, and refined it across dozens of enterprise deployments.

This role is based out of our headquarters in Toronto, Ontario.

Scope of Role

Customer-Facing Excellence (Months 1-6+)

• Serve as principal technical advisor to our most strategic Enterprise accounts, leading AI agent strategy development for complex chat and voice implementations
• Architect end-to-end solutions that integrate Voiceflow into sophisticated enterprise technology ecosystems, ensuring scalability, security, and performance
• Lead executive-level discovery and design workshops that uncover business requirements, technical constraints, and transformational opportunities
• Own solution design and delivery for high-stakes implementations, from proof of concept through production deployment
• Hands-on coding and problem-solving to eliminate technical blockers, build custom integrations, and demonstrate art-of-the-possible
• Establish deep trusted advisor relationships with customer technical leaders and business stakeholders
• Manage SE and Technical Account Management teams on advanced technical positioning and solution approaches

Leadership & Function-Building (Months 3-6 and Beyond)

• Design and implement the operational framework for a world-class Solutions Delivery practice encompassing both pre-sales and post-sales
• Build repeatable processes, methodologies, and playbooks for solution scoping, delivery, and customer enablement from the ground up
• Establish success metrics, quality standards, and continuous improvement mechanisms for the Solutions organization
• Partner with Head of Revenue to define organizational structure, hiring strategy, and growth roadmap for the Solutions Delivery function
• Transition into formal leadership of the Solutions Engineering and Delivery team, managing and scaling a high-performing organization
• Create a culture of technical excellence, customer obsession, and cross-functional collaboration
• Drive alignment between Solutions, Sales, Product, Engineering, and Customer Success to optimize the entire customer journey

Strategic Impact

• Serve as the voice of the customer to Product and Engineering, translating field insights into prioritized feature requirements and platform improvements
• Develop reusable solution accelerators, reference architectures, and best practice frameworks that elevate the entire organization
• Contribute thought leadership on AI agent design patterns, conversational AI best practices, and enterprise implementation strategies
• Build strategic partnerships with system integrators, technology partners, and the broader conversational AI ecosystem

Qualifications

Required Experience

• 8+ years in the conversational AI industry with hands-on experience across the full evolution of the space (IVR, NLU platforms, chatbot builders, modern LLM-based agents)
• 10+ years in solutions engineering, solution architecture, or technical consulting roles working with Enterprise customers
• 8+ years in leadership positions managing Solutions Engineers, Delivery teams, or Professional Services organizations
• Proven track record at a scaling AI startup or conversational design software company, ideally through significant growth phases (Series A to C+ or similar)
• Deep expertise building processes, frameworks, and operational infrastructure from the ground up in fast-paced startup environments

Technical Mastery

• Expert-level proficiency in conversational design principles, including dialogue management, context handling, error recovery, and multi-turn conversation flows
• Extensive hands-on experience building production chat and voicebots using generative AI systems (LLMs, RAG, prompt engineering, function calling, MCP)
• Strong coding abilities in JavaScript and modern web development technologies (HTTP/websocket servers, React, Node.js)
• Proven experience architecting and implementing integrations with enterprise platforms (Salesforce, Microsoft Office, Snowflake, MongoDB, Twilio, Zendesk, Genesys, AWS, Azure, GCP)
• Deep understanding of Enterprise software deployment patterns, security requirements, and scalability considerations
• Expertise in business process automation and applying AI to real-world enterprise workflows

Leadership & Strategic Capabilities

• Demonstrated success building and scaling technical teams, with specific experience establishing new functions or practices
• Exceptional executive presence with ability to influence C-suite decision-makers and technical architects alike
• Strategic mindset with proven ability to balance hands-on delivery with organizational design and leadership responsibilities
• Track record of creating high-performing cultures focused on customer outcomes and technical excellence
• Strong cross-functional collaboration skills, working effectively with Sales, Product, Engineering, and Customer Success

Essential Attributes

• Authentic passion for conversational AI and belief in the transformative potential of AI agents
• Masterful communication skills—able to translate complex technical concepts for diverse audiences and compellingly articulate business value
• Exceptional time management and execution discipline, consistently delivering customer solutions on time in dynamic environments
• Growth mindset with genuine excitement about transitioning from individual contributor to leadership
• Comfortable with ambiguity and energized by building something new
• Willingness to travel approximately 20-30% for customer engagements and team building

Bonus Qualifications

• Experience with additional programming languages (Python, Java, C#) and ability to work across diverse technical stacks
• Knowledge of DevOps practices, CI/CD pipelines, and infrastructure-as-code
• Experience with containerization and orchestration technologies (Docker, Kubernetes)
• Familiarity with agile/scrum methodologies and experience leading technical teams in agile environments
• Prior experience in management consulting, professional services, or system integration
• Published thought leadership, conference speaking, or other contributions to the conversational AI community
• Experience with AI/ML model training, fine-tuning, and evaluation
• Background in linguistics, human-computer interaction, or cognitive science

This role offers a unique opportunity to shape both customer success and organizational excellence at a pivotal moment in Voiceflow's growth. If you're a conversational AI veteran ready to leverage your deep expertise in service of customers while building the team and practices that will scale our impact, we'd love to hear from you.

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Voiceflow is an equal opportunity employer. We believe that our commitment to diversity & inclusion will enable us to build better digital experiences for our clients and their customers. We are dedicated to fostering a global team that reflects the diversity of the Voiceflow community. We consider employment applicants without regard to age, race, color, national origin, citizenship, religion, creed, sex, sexual orientation, veteran status, marital status, disability status, or any other protected status.

If you have any special needs or accessibility requirements, please let us know. We will do our utmost to accommodate, in accordance with applicable local legislation.