Solution Consultant
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Job Description
Solution Consultant at Capacity creating technical architectures from client requirements. Collaborating with teams to deliver implementations for AI-powered support automation.
Responsibilities:
- Serve as the accountable and responsible owner for all functional and technical requirements on assigned implementation projects, participating from kickoff through sprint readiness and go-live documentation
- Attend and contribute to internal and client kickoff meetings; review the Sales Order and Solutions Summary to understand scope, sales commitments, integration complexity, and delivery expectations before any client-facing session
- Lead pre-discovery research: investigate client tech stack, identify credential and access requirements, and develop an initial integration architecture approach before discovery begins
- Facilitate and attend client discovery sessions including Conversational Design presentations, Technical Requirements sessions (per integration point), and Internal Technical Review/Whiteboard sessions with Engineering
- Own Epic development: define business problems and desired outcomes, document all technical considerations, write user stories with clear acceptance criteria (including discovery/spike and testing stories), collaborate on story point estimation, and sequence stories for optimal sprint flow
- Validate the Definition of Ready (DoR) before sprint planning: ensure all technical unknowns are resolved, client credentials and access are available, acceptance criteria are complete, and dependencies are cleared
- Define API specs, coordinate whitelisting, and document all credentials, test accounts, and logins required for development and QA
- Brief development teams on the technical approach at the start of each sprint; serve as the go-to resource for build-phase questions on scope, logic, and edge cases
- Complete post-UAT Confluence documentation covering integrations, platform configuration, API details, client contacts, and architecture diagrams before the Transition to Support meeting can be scheduled
- Partner with the Project Manager to manage scope boundaries, advise on change requests, and support the creation of change order documentation when client requests fall outside agreed scope
- Contribute to the ongoing improvement of Capacity’s implementation standards, decision frameworks, and technical documentation practices
Requirements:
- 10+ years of professional experience, with at least 3 years in a Solution Consultant, Solutions Architect, or Technical Consultant role within a SaaS or enterprise software professional services environment
- Demonstrated experience designing and documenting solutions for conversational AI, virtual agents, IVR/CCaaS, or automation platforms; ability to make principled architecture decisions and defend them to both technical and non-technical audiences
- Deep fluency with integration patterns: REST APIs, OAuth, SAML, webhooks, and API spec documentation; experience gathering and validating requirements across multiple integration points simultaneously
- Hands-on familiarity with Agile/Scrum delivery: writing user stories and acceptance criteria, collaborating on story point estimation, validating Definition of Ready, and briefing development teams
- Strong client-facing skills with the ability to lead technical discovery sessions, translate complex requirements into buildable specifications, and communicate trade-offs clearly to business stakeholders
- Comfort working across the full implementation lifecycle — from kickoff and requirements gathering through sprint readiness, QA support, and go-live documentation
- Experience with tools such as Jira, Confluence, Smartsheet, and Google Workspace as part of a structured project delivery workflow
- Exceptional written documentation skills: architecture decision records, API specs, user stories, and technical Confluence pages should be second nature
- Familiarity with compliance and security considerations relevant to enterprise SaaS implementations (SOC 2, GDPR/CCPA, HIPAA/PCI as applicable)
- Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related field (or equivalent practical experience)
- Willingness to travel to client sites for kickoff and critical milestone meetings, and to support occasional after-hours go-live events
Benefits:
- Employer-paid health insurance (for you and your eligible dependents)
- Profit Interest Units/incentive compensation
- Unlimited vacation policy
- 401(k) with a company match
- Short term disability insurance
- Group life AD&D insurance
- A supportive, diverse workplace where we prioritize respect for each other and our clients
- A fun and collaborative team culture
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