Solutions Architect

Reports to: Director/Snr Director

The Solutions Architect serves as the strategic connective tissue between customers, Sales, Professional Services, Product Management, and Engineering.

This role is responsible for creating and maintaining the "steel thread" that connects customer challenges and market opportunities to product evolution and successful delivery outcomes. While supporting the sales process is an important component of the role, this position extends well beyond traditional pre-sales activities.

The ideal candidate brings together technical expertise, consultative problem-solving, business acumen, and a strong customer-first mindset to design solutions that address real-world challenges while influencing the future direction of the Convey platform. In this role, you will also help strengthen the capabilities and processes that enable our Pre-Sales Engineering and Professional Services teams to perform at their highest level. Working closely with both prospective and existing customers, you will gather and translate business requirements into scalable solutions, develop architecture and integration diagrams, create Statements of Work (SOWs) with clearly defined deliverables, guide implementation strategies and timelines, and ensure customer and field insights continuously inform product priorities and roadmap decisions.

What you’ll do:

Solution Design & Customer Advisory

Support discovery sessions with customers to understand business objectives, operational challenges, technical requirements, and success criteria, when required.

Design scalable, deliverable, and commercially viable solutions leveraging Convey's platform and services.

Facilitate architecture workshops, solution reviews, and technical validation

Translate business requirements into solution designs, implementation approaches, and technical specifications.

Identify product gaps and provide recommendations and estimates on LOE to remediate

Serve as a trusted advisor throughout the customer journey—from evaluation through deployment and expansion.

Field-to-Product Leadership

Act as the primary conduit between the field and Product Management, ensuring customer reality continuously shapes product direction.

Capture recurring customer needs, emerging market trends, competitive insights, and product enhancement opportunities from across the field.

Advocate for customer requirements while balancing platform scalability and strategic product direction.

Help Product and Engineering teams understand the operational realities and business drivers behind customer requests.

Maintain a continuous feedback loop that ensures customer insights directly influence product evolution.

Flag and document instances where internal product messaging is misaligned with actual product capabilities and work cross-functionality to correct them.

Solutioning Excellence

Enable the Professional Services team on pre-sales collaboration practices, including how to enter deals early, contribute to solution scoping, and take clean handoffs from Sales.

Build and document reusable solutioning assets (e.g., playbooks, discovery frameworks, integration pattern libraries, and SOW templates) that PSEs and PS can operate from independently.

Serve as a go-to resource and thought partner for PSEs on complex or high-stakes deals.

Sales Partnership & Opportunity Development

Partner closely with Sales and Customer Success teams on opportunities, providing advisory-level technical guidance.

Support solution positioning, technical validation.

Identify implementation risks, dependencies, and success factors early in the sales cycle.

Provide effort estimates, implementation recommendations, and scope guidance that improve win rates through realistic solution design.

Position Professional Services offerings that are prescriptive, repeatable and predictable.

Requirements Definition & SOW Development

Own the creation of technical requirements documents, solution blueprints, and Statements of Work.

Define project scope and timelines, assumptions, deliverables, success metrics, and implementation responsibilities.

Collaborate with Professional Services leaders to ensure solutions are executable, scalable, and aligned with delivery best practices.

Establish clear alignment between customer expectations and implementation outcomes.

Cross-Functional Collaboration

Partner with Product, Engineering, Professional Services, Support, Customer Success, and Sales leaders.

Align stakeholders around solution direction, customer outcomes, and delivery expectations.

Support new product introductions, platform enhancements, and acquisition integrations.

Practice Development

Develop templates, frameworks, standards, and repeatable solution patterns that raise the capability floor across Pre-Sales Engineering and Professional Services.

Help mature Convey's solutioning capabilities across Sales and Professional Services.

Mentor team members on solution architecture, customer engagement, and requirements gathering.

Contribute to strategic initiatives that improve customer onboarding, implementation quality, and time-to-value.

Qualifications

What you have - Required Skills:

5+ years of experience in Solutions Architecture, Technical Consulting, Professional Services, Product Strategy, or related customer-facing roles.

Experience designing and delivering enterprise SaaS solutions.

Strong ability to translate business challenges into technical and operational solutions.

Demonstrated experience developing technical requirements, solution designs, and Statements of Work.

Experience working directly with executive stakeholders and enterprise customers.

Excellent written, verbal, and presentation skills.

Proven ability to influence and lead across multiple teams without direct authority.

Preferred Qualifications

Experience in customer engagement, customer operations, workflow automation, communications, or customer experience platforms.

Familiarity with regulated industries such as utilities, healthcare, insurance, financial services, or government.

Experience working closely with Product Management and Engineering teams.

Consulting or professional services background.

Experience supporting mergers, acquisitions, or product portfolio integrations.

Understanding of APIs, integrations, cloud platforms, AI-enabled workflows, and enterprise software architecture.

Success in This Role

Within your first year, you will:

Become a trusted advisor to both customers and internal stakeholders.

Establish a repeatable solutioning process that improves alignment between Sales, Professional Services, and Product.

Increase the quality and consistency of technical requirements and SOW development.

Help accelerate cust