Customer Solutions Architect

Why This Role Matters

As a Technical Solutions Architect, you'll work with our industry-leading communication API products and solutions, engaging with customers and prospects in a pre-sales capacity. You will bring a deep understanding of how unified communications, programmable voice, messaging, and video solutions can positively transform the way brands connect, collaborate, and engage across their digital journey.

In this role, you serve as a trusted technical advisor — bridging the gap between Vonage's product capabilities and real-world customer challenges. You will translate complex technical architectures into compelling, outcome-driven solutions that accelerate customer confidence and drive business growth.

What You'll Do

Consulting / Sales Engineering / Technical Account Management Provide the full range of Solutions Engineering services to an assigned base of large and complex customers. Your functional and technical expertise will enable you to own the technical sales process — investigating, designing, and presenting Vonage API, CPaaS, Voice, and RTC solutions that address real customer challenges.

Customer Engagement & Technical Advisory Work directly with customers to perform implementation reviews, understand their business and technical challenges, and ensure the prompt and proper resolution of technical or procedural issues. You will influence customer infrastructure and system-related decisions, applying in-depth customer insight to deliver meaningful outcomes.

Communication & Presentation Meeting with customers to understand their needs, presenting new products and solutions, and validating that business and technical requirements can be met will be central to your day-to-day. You will communicate effectively with both technical and non-technical stakeholders at all levels, tailoring your approach to the situation and audience.

Cross-Functional Relationships Work closely with internal Sales, Product, and Marketing teams to identify key prospects and customers where your industry knowledge and technical guidance can enable them to leverage Vonage solutions for maximum benefit. Provide advice and counsel to Solutions Engineering colleagues and contribute to improved metrics, reporting, and documentation.

Delivery & Escalation Follow up on internal progress to ensure timely delivery and manage complex combinations of Vonage solutions to meet customer needs. Handle issues escalated from Solutions Engineering colleagues and provide technical feedback on products, systems, and processes to continuously improve sales performance and service delivery.

What You'll Bring

Technical & Functional Knowledge

• Proven experience in the CPaaS, telecommunications, or cloud communications industry, with a strong understanding of communication technologies and customer use cases.

• Understands the full range of Vonage API products and services and is able to analyse issues to determine the best course of action for customer and system-related challenges.

• Strong knowledge of key technologies including SIP, RTP, TCP/IP, WebRTC, RESTful APIs, BGP, and SS7.

• Demonstrated competency in one or more of the following: web development (JavaScript, HTML), backend development (Java, C#, Python, PHP), mobile development, IP-based real-time communications (WebRTC), or AI/Natural Language Processing.

Problem Solving & Judgement

• Applies analytical skills to evaluate and interpret complex technical, system, and service-related situations.

• Integrates trends, data, and information into forecasts, plans, and recommendations.

• Works cross-functionally to coordinate diverse teams and inputs into customer-focused resolution strategies, prioritising activity based on the most pressing customer needs.

Interpersonal & Communication Skills

• Demonstrates strong interpersonal skills with high levels of tact, diplomacy, and confidentiality.

• Proactively identifies and recommends steps to address product, equipment, and system issues.

• Nurtures and maintains long-term business relationships with assigned customers.

Business Perspective

• Possesses a clear understanding of the CPaaS business landscape, competitive strengths, and opportunities.

• Understands industry trends and emerging challenges, and how Solutions Engineering contributes to Sales, Marketing, and Vonage's overall success.

• Experience leading enterprise deals from a consulting and solution sales perspective.

What's Required for Application

• Keen ability to assess situations, perform root cause analysis, and provide solutions — with a passion for delivering impactful, cut-through-the-clutter ideas versus standard industry presentations.

• BA/BS degree in Engineering, Computer Science, or a similar technical background.

• Certification in any recognised coding language (e.g. Python, Java, JavaScript, or equivalent) is required.

• A customer-driven focus with the ability to quickly pivot in a fast-paced environment.

• Self-starter with a proactive, organised, and efficient approach — you independently tackle challenges and don't need anyone to keep you on track.

• Willingness and ability to travel within Australia as required by the demands of the region.

• Proven experience working in the Australian market is a must — including familiarity with local enterprise brands, AU-based telcos (e.g. Telstra, Optus, TPG), and an understanding of AU-specific compliance, data sovereignty, or regulatory requirements.

• Experience with AI-based tools and technologies (e.g. NLP, AI-powered automation, or LLM-based platforms) is a plus.

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