Customer Technical Sales Engineer - Japan

Bright Pattern is looking for Customer Technical Sales Engineer - Japan. 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.

Responsibilities

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; 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 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; 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; 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; Support early lifecycle technical issues and coordinate resolution with cross-functional teams; Promote adoption of new features and use cases; Provide technical enablement to customer administrators, operations leaders, and SI/partners

Requirements

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)

Nice to have

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

Benefits

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