• As a Pre-sales Engineer you will be the expert in our solutions and a trusted advisor to our clients • You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales • You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting • You will drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer • You will be responsible to provide demos of SHIELD capabilities along with Sales counterpart and able to customise or data model the demo according to the clients use case • You will act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes • Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly • Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients • Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity • Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients • Assist clients in optimising the overall solution to make customer successful using SHIELD solutions and ensure long-term success • Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization • Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology

• Provide technical guidance to company partners throughout all stages of cooperation • Design, validate, and implement technical solutions aligned with customer needs and defined business objectives • Work closely with Sales, R&D, Support, QA, BA, and Product Management teams to resolve technical challenges and align on solutions • Prepare and deliver technical presentations, product demonstrations, seminars, webinars, and training sessions for partners and internal teams • Build and maintain long-term relationships with key partners, acting as a trusted technical advisor • Actively participate in beta testing of new products and services, providing expert feedback to refine and improve solutions • Support new product launches by ensuring technical readiness, partner enablement, and internal knowledge alignment • Conduct market research and competitive analysis to support solution positioning and product feedback • Represent Ajax Systems at industry conferences, exhibitions, and professional events

Role Description As a Pre-sales Engineer you will be the expert in our solutions and a trusted advisor to our clients. You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales. You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting. - Drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer. - Provide demos of SHIELD capabilities along with Sales counterpart and customize or data model the demo according to the clients' use case. - Act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes. - Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly. - Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients. - Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity. - Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients. - Assist clients in optimizing the overall solution to make customer successful using SHIELD solutions and ensure long-term success. - Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization. - Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology. Qualifications - Minimum Bachelor's degree in Computer Science, Computer Engineering or related field. - Overall 4+ years of experience in total with a minimum 3 years of Client facing, Pre Sales engineering, Sales Engineering or Support engineering experience in the B2B enterprise Software / SaaS / payments/ Mobile industry. - Hands-on experience in SDK implementation is a plus. - Hands-on experience or good knowledge in HTTP, JavaScript, RESTful APIs, JSON, OAuth and SQL. - Strong experience in driving the integration and being a single point of contact with the clients to drive the POC end to end. - Strong customer focus with an ability to manage multiple priorities and perform in a fast-paced work environment. - Excellent written and verbal communication skills to effectively communicate and present technical concepts to both technical and business audience. - Proficiency in Mandarin Chinese (spoken and written) is required for this role to effectively communicate with Chinese-speaking clients and stakeholders.

Role Description This role offers a unique opportunity to combine technical expertise with strategic customer engagement, focusing on AI-powered customer service automation solutions. You will work closely with sales, engineering, and product teams to design and demonstrate innovative solutions that address complex business challenges in contact center and digital engagement environments. The position requires deep knowledge of CCaaS, virtual agents, analytics, and digital self-service solutions, along with strong presentation and problem-solving skills. You will become a trusted advisor to business and IT leaders, shaping technical strategies, influencing adoption, and ensuring successful solution deployment. This highly collaborative environment rewards creativity, analytical thinking, and the ability to translate technical capabilities into tangible business outcomes. - Prepare and deliver engaging, technically accurate demonstrations of CCaaS and AI-driven customer service automation solutions across voice and digital channels - Analyze and document customer and prospect infrastructure, including contact center, automation, messaging, and knowledge management systems - Lead discovery sessions to identify opportunities and define solution strategies that meet business objectives - Partner with sales, engineering, product, and design teams to co-create innovative and forward-thinking solutions - Respond to RFIs and RFPs, leveraging technical knowledge to craft compelling and creative proposals - Act as a subject matter expert in digital engagement, AI, analytics, virtual agents, and self-service solutions - Maintain a deep understanding of modern technologies, cloud platforms, and AI-assisted tools to support solution development and rapid prototyping Qualifications - Bachelor’s degree in a related technology field; MBA preferred - 7+ years of experience in technical pre-sales, solutions engineering, or solution architecture - 5+ years of contact center experience with strong exposure to CCaaS, automation, virtual agents, and analytics - Proven track record of consulting or customer engagement in complex software solution deployments - Familiarity with enterprise SaaS applications, APIs, integrations, and web technologies (HTML, JavaScript, CSS, DOM) - Strong business acumen, problem-solving, and communication skills, with the ability to influence both technical and business stakeholders - Experience leveraging AI-assisted coding or rapid prototyping techniques to accelerate solution development - Ability to manage multiple projects and shifting priorities in a fast-paced, client-focused environment Benefits - Competitive salary and potential performance-based bonuses - Comprehensive healthcare, dental, and vision coverage - Flexible work arrangements and remote-eligible role - Exposure to cutting-edge AI, digital, and analytics technologies in customer service automation - Opportunities for professional growth and cross-functional collaboration - Engaging work environment with high-impact projects and exposure to strategic clients