Solutions Consultant - AI Agents

About Lucidya

Lucidya is pioneering the future of Customer Experience (CX) through AI-powered agentic solutions. Our new AI Agents business line is set to transform how businesses engage with their customers by delivering intelligent, scalable, and insightful CX automation. Join us on this exciting journey to shape the next generation of CX innovation

About the Role

As a Solutions Consultant for Lucidya’s AI Agents, you will own the critical question:

"What should we build and why?"

You will be the linchpin connecting prospects, customers, and internal teams to design, articulate, and pilot agentic CX solutions that solve real-world problems.

You will lead the end-to-end process from identifying high-potential opportunities through discovery, workflow mapping, success definition, and pilot narrative development - ensuring every pilot delivers clear value and aligns with Lucidya’s strategic vision.

Key Responsibilities

1. Prospecting & Lead Qualification

• Identify potential prospects and design partners by scanning Lucidya’s customer base and targeting high-potential sectors (telco, retail, banking, government).
• Evaluate CX volume, maturity, and pain points to spot pilot opportunities.
• Validate business readiness, assess ROI potential, and qualify pilot fit.
• Document findings and coordinate handover to internal stakeholders using Trello.

2. Discovery

• Lead early-stage customer engagement through discovery sessions.
• Deeply understand business problems, CX workflows, pain points, and current tools.
• Interview stakeholders across functions to map agentic AI opportunities.

3. Workflow Mapping

• Translate customer problems into structured, logical workflows (without technical implementation).
• Map current CX workflows, agent intervention points, inputs/outputs, decision logic, exceptions, and escalation paths.

4. Success Definition

• Define primary KPIs (e.g., efficiency, resolution speed, quality) and secondary KPIs (CSAT improvements, workload reduction).
• Establish evaluation checkpoints and pilot success criteria.

5. Pilot Narrative Owner

• Own the storytelling and value narrative for each pilot, articulating:
• Why the pilot matters and its CX transformation impact.
• How AI Agents fit the customer’s CX vision.
• Expected ROI and long-term evolution.
• Provide clarity to GTM, Product Management, and Engineering teams to guide prioritization.

Qualifications & Experience

• 6-9 years of experience in CX, digital consulting, SaaS implementation, or pre-sales roles.
• Minimum 3 years in enterprise SaaS focused on CX, CRM, CCaaS, marketing automation, or analytics.
• Proven experience leading discovery and solution design engagements with C-level and business owners.

Required Skills

• Strong understanding of CX processes: contact center operations, tickets, SLAs, routing, and escalation.
• Excellent requirements gathering and documentation skills using tools like Miro, Notion, Confluence, etc.
• Skilled in mapping complex workflows with logical constructs (IF/THEN rules, exceptions, fallback paths).
• Comfortable discussing AI and Large Language Models conceptually, including retrieval, hallucination, guardrails, and data privacy.
• Exceptional communication and presentation skills; fluency in English required, Arabic a strong advantage.
• Ability to engage and influence senior stakeholders effectively.

Why Join Us?

• Be at the forefront of AI-driven CX innovation with a cutting-edge technology company.
• Work cross-functionally with passionate teams shaping the future of customer engagement.
• Influence product direction and strategy through direct customer insights and solution design.
• Competitive salary, benefits, and opportunities for growth.

Apply Now and help us redefine the future of Customer Experience with AI Agents.