• Lead technical discovery, demos, and validation to show how GitLab's AI-powered DevSecOps platform meets customers' technical and business needs across the full lifecycle. • Drive the technical evaluation process as the directly responsible individual, including solution design, proof of concept or proof of value ownership, workshop design, and the technical components of tenders, audits, and value stream assessments. • Collaborate with Account Executives and regional sales teams across Italy to shape and execute account strategies that support new customer acquisition and expansion. • Build and deepen relationships with technical practitioners and business leaders, guiding them through GitLab-driven transformation and enabling them to become GitLab advocates. • Advise customers on modern software development, continuous integration, continuous deployment, security, and cloud practices, challenging existing approaches to improve return on investment. • Serve as the voice of the customer with Product Management, Engineering, Sales, and Marketing by sharing feedback, use cases, and competitive insights that inform roadmap and positioning. • Maintain and extend your technical expertise in GitLab, DevSecOps, AI, and related cloud technologies, creating reusable examples, best practice guidance, and technical collateral for customers and partners. • Invest in your own growth and development through ongoing learning, mentorship, and knowledge sharing to continuously improve the impact of the Solutions Architect team.

• Own pre-sale technical discovery, scoping, and proof-of-concept builds for key roofing prospects, stepping in as the primary technical resource for the sales team. • Lead post-sale implementation, deployment, and onboarding — project-managing custom Statements of Work (SOW) from kickoff to a live, adopted solution. • Diagnose and resolve complex configuration and data-layer challenges as a Tier 2/3 technical resource, digging into customer environments, API documentation, and webhooks. • Audit data sync accuracy and resolve structural configuration requests by querying system databases in MySQL and PostgreSQL. • Build automated internal delivery workflows and custom solutions using no-code/low-code environments and modern AI coding assistants (such as Claude Code). • Configure specialized partner integrations, linking data streams between financing partners and webhooks. • Partner with Product Engineering, providing structured feedback loops that directly influence and refine a net-new product coming to market. • Serve as the internal Subject Matter Expert on the roofing solution set, and partner with existing customers to uncover optimization opportunities that maximize their business value. • Map technical environments, data pathways, and client workflows and document architectural playbooks and configuration criteria in Jira and Confluence.

• Partner with Solutions Engineers and Account Executives to support customer discovery, product demonstrations, and technical sales activities. • Learn how to understand customer business challenges, contact center operations, technical environments, and transformation goals. • Assist in preparing and delivering product demonstrations that show how Talkdesk can solve customer problems, improve customer experience, and drive measurable business outcomes. • Support the creation of customer demos, • customer-specific use cases, presentations, follow-up materials, and technical documentation. • Help document customer requirements, business objectives, technical considerations, integration needs, risks, and next steps throughout the sales cycle. • Develop foundational knowledge of Talkdesk solutions including Talkdesk’s AI Platform, cloud contact center technology, customer service workflows,, reporting, integrations, workforce engagement, and automation. • Collaborate with Solutions Engineering, AI Solutions Engineering, Value Advisory, Enterprise Architecture, Partner Engineering, Proposal Management, Demo Engineering, Product, Sales, and Customer Success to support high-quality customer engagements. • Participate in customer meetings, discovery sessions, demos, AI workshops, internal deal reviews, enablement sessions, and team learning activities. • Build confidence in explaining technical concepts in a clear, simple, and business-oriented way. • Support competitive positioning by learning how to differentiate Talkdesk solutions in the market. • Contribute to internal enablement, demo assets, reusable content, knowledge sharing, and team best practices. • Develop an understanding of how AI, automation, and enterprise integrations can transform customer and employee experiences. • Continuously develop technical, presentation, consulting, business acumen, and customer-facing skills through training, mentorship, certifications, and hands-on experience. • Travel to customer meetings, internal events, and team sessions as needed.

• Own the AI Lifecycle: Lead end-to-end customer engagements, from initial discovery and strategic scoping to hands-on deployment, value realization, and executive readout. • Be a Strategic Consultant & Thought Leader: Act as the primary technical advisor and consultant for our customers. Lead workshops, cut through the industry hype to guide their AI strategy, and build trust-based relationships with senior stakeholders by connecting technical capabilities to tangible business outcomes. • Design & Build AI Agents: Dive deep into customer workflows to design, build, and iterate on AI agents. While you will partner closely with our Forward Deployed Engineering team on complex integrations, you are expected to have the hands-on ability to configure and deploy agents yourself. • Develop the Playbook: You are building our deployment motion from the ground up. You will be responsible for creating and refining the playbooks, best practices, and processes that will scale our AI program. • Drive Business Impact: Identify and prioritize high-impact use cases that generate clear, decision-ready signals tied to business value. Your success is measured by the outcomes you deliver for our customers and the growth you drive for Talkdesk. • Shape the Product: Act as the voice of the customer, providing a tight feedback loop to our Product and Engineering teams to help shape the future of our AI platform.