Customer Technical Sales Engineer - Japan

About the Position

Bright Pattern is looking for a Customer Technical Sales Engineer - Japan to join our team of stars as we continue to grow rapidly! 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.

Role Summary

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

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)

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

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

We Offer

Bright Pattern provides a progressive range of employee benefits including:

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

About the Company

Founded by pioneers in the contact center industry, Bright Pattern delivers a natively built, all-in-one AI-powered omnichannel platform including comprehensive contact center capabilities, an advanced AI suite and workforce management (WFM).

Recognized as the fastest time-to-implement and lowest-cost-to-deploy, Bright Pattern delivers unmatched time-to-value.

Serving over 500 customers across 30 countries, Bright Pattern’s cloud-native platform offers customers their deployment choice - whether in the cloud, on-premises, or in private cloud environments.

For more information on how Bright Pattern is reimagining customer experience, visit www.brightpattern.com.

Apply Now

Join our team at Bright Pattern today!