Bright Pattern is looking for Customer Technical Sales Engineer - Japan

Role Summary

The Customer Technical Sales Engineer is a customer-facing technical leader who partners with
Sales (Account Executives and Partners) to translate business objectives into solution requirements and architecture for modern Contact Center / CCaaS programs. The role combines pre-sales solution consulting (discovery, demos, RFP/RFI responses, and PoCs) with post-sales technical guidance that reduces delivery risk, accelerates time-to-value, and increases adoption—ultimately improving win rates and expanding customer footprint. Success in this role requires a balance of engineering proficiency, personal skills, and a deep understanding of Japanese business etiquette, including consensus building (nemawashi) and risk averse decision making.

Success Measures and Expected Outcomes

• Act as a trusted advisor
• Coordinate between local clients in Japan and Sales executives, global engineering and product teams, and HQ
• Collect and analyze market trends and competition
• Define the customer’s target-state CX/CCaaS journey and an actionable roadmap to achieve time-to-value quickly
• Explain complex technical topics (telephony, digital channels, AI, integrations, security) to both executive and operational stakeholders
• Run effective demos, pilots, and PoCs with clear success criteria and measurable business value
• Proactively identify and mitigate technical and delivery risks before they impact deal cycles or implementation
• Support adoption and value realization post-go-live, contributing to renewals, upsell, and cross-sell opportunities
  
  

Key Responsibilities

Pre-Sales Solution Consulting

• Lead discovery workshops to capture functional and non-functional requirements, constraints, stakeholder needs, and success criteria
• Design reference architectures (cloud and hybrid) across voice (SIP/VoIP), digital engagement, omnichannel routing, and workforce/CX analytics components
• Align scope, assumptions, dependencies, and risks with internal teams (Product,
• Professional Services, Support) and external stakeholders
• Advise on total cost of ownership, security, compliance, operations model, and migration strategy from legacy platforms
• Maintain competitive awareness and provide technical positioning and differentiation in deal strategy
  
  

Demos, Pilots, and Proofs of Concept (POCs)

• Build and deliver scenario-based demos tailored to the customer’s use cases and KPIs
• Define POC/pilot scope, timeline, environment, data needs, evaluation framework, and success criteria, drive execution and stakeholder alignment
• Maintain and continuously improve demo/sandbox environments to reflect the latest product capabilities and integration patterns
  
  

RFP/RFI/RFQ Support and Technical Documentation

• Own technical responses to RFP/RFI/RFQ and maintain traceability
• Produce solution artifacts such as architecture diagrams, integration approach, security posture narratives, implementation considerations, and migration plans
  
  

Post-Go-Live Technical Guidance

• Support early lifecycle technical issues (configuration, integrations, performance, operational readiness) and coordinate resolution with cross-functional teams
• Promote adoption of new features and use cases, helping customers realize measurable value and enabling expansion opportunities
• Provide technical enablement to customer administrators, operations leaders, and
• SI/partners (knowledge transfer, best practices, training)
  
  

Required Qualifications

• 5+ years in pre-sales (Sales Engineer / Solutions Consultant / Solution Architect) or customer-facing technical roles in enterprise software
• Strong domain knowledge in Contact Center / CCaaS, including experience with one or more: Artificial Intelligence, PBX/ACD/IVR, omnichannel, WFM/QM, recording, analytics
• Ability to convert ambiguous business needs into clear solution designs, assumptions, and non-functional requirements
• Excellent presentation and demonstration skills; ability to communicate value and technical tradeoffs to mixed audiences
• Language: Japanese (native/fluent) and English (business level, including technical documentation and meetings)
  
  

Preferred Qualifications

• Hands-on experience designing omnichannel customer journeys (voice + digital channels with context continuity)

• Experience with AI in CX (bots/NLU-NLP, agent assist, sentiment, workflow automation) and integrating 3rd-party AI services

• Integration experience with CRM and ITSM platforms, and enterprise systems (e.g.,
  Salesforce, ServiceNow), and data/BI ecosystems

• Light prototyping or demo engineering skills and ability to maintain demo environments

• Large enterprise RFP response leadership, SOW scoping, and migration program experience

• Fluent in Japanese and English
  
  

Core Competencies

• Customer obsession: define and deliver value outcomes across stakeholders
• Structured problem solving: clarify ambiguity, prioritize constraints, and propose practical
  architectures
• Ownership and influence: drive cross-functional alignment without direct authority
• Learning agility: keep up with product releases, competitive landscape, and CX/AI trends
  
  

Company Benefits and Perks

Bright Pattern provides a progressive range of employee benefits including:

• Unlimited PTO
• 401K
• Life Insurance
• Disability Insurance
• Medical, dental and vision plans
  
  

Bright Pattern is a fast-moving cloud software company growing faster than others in the market.   You will be in a pivotal role to make a difference and significant contribution to company success as we embark on our next ramp of growth, while working in an exciting, fast-paced startup environment with experienced industry leaders.  

Ready to join the Bright Pattern Team?  Apply Now!