Solution Consultant

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

We are seeking a seasoned and highly capable Solution Consultant to join our Professional Services team. As the Solution Consultant, you are the functional and technical authority on every implementation you touch. You step in at project kickoff and own the end-to-end translation of client business needs into a concrete, build-ready architecture - spanning virtual agents, automations, integrations, and other components of the Capacity platform. You are the critical link between the client and our builders: what you define, document, and sign off on becomes the blueprint the engineering team executes against. Precision, curiosity, and strong communication are non-negotiable in this role.

Responsibilities:

• Serve as the accountable and responsible owner for all functional and technical requirements on assigned implementation projects, participating from kickoff through sprint readiness and go-live documentation
• Attend and contribute to internal and client kickoff meetings; review the Sales Order and Solutions Summary to understand scope, sales commitments, integration complexity, and delivery expectations before any client-facing session
• Lead pre-discovery research: investigate client tech stack, identify credential and access requirements, and develop an initial integration architecture approach before discovery begins
• Facilitate and attend client discovery sessions including Conversational Design presentations, Technical Requirements sessions (per integration point), and Internal Technical Review/Whiteboard sessions with Engineering
• Own Epic development: define business problems and desired outcomes, document all technical considerations, write user stories with clear acceptance criteria (including discovery/spike and testing stories), collaborate on story point estimation, and sequence stories for optimal sprint flow
• Validate the Definition of Ready (DoR) before sprint planning: ensure all technical unknowns are resolved, client credentials and access are available, acceptance criteria are complete, and dependencies are cleared
• Define API specs, coordinate whitelisting, and document all credentials, test accounts, and logins required for development and QA
• Brief development teams on the technical approach at the start of each sprint; serve as the go-to resource for build-phase questions on scope, logic, and edge cases
• Complete post-UAT Confluence documentation covering integrations, platform configuration, API details, client contacts, and architecture diagrams before the Transition to Support meeting can be scheduled
• Partner with the Project Manager to manage scope boundaries, advise on change requests, and support the creation of change order documentation when client requests fall outside agreed scope
• Contribute to the ongoing improvement of Capacity’s implementation standards, decision frameworks, and technical documentation practices

Requirements:

• 10+ years of professional experience, with at least 3 years in a Solution Consultant, Solutions Architect, or Technical Consultant role within a SaaS or enterprise software professional services environment
• Demonstrated experience designing and documenting solutions for conversational AI, virtual agents, IVR/CCaaS, or automation platforms; ability to make principled architecture decisions and defend them to both technical and non-technical audiences
• Deep fluency with integration patterns: REST APIs, OAuth, SAML, webhooks, and API spec documentation; experience gathering and validating requirements across multiple integration points simultaneously
• Hands-on familiarity with Agile/Scrum delivery: writing user stories and acceptance criteria, collaborating on story point estimation, validating Definition of Ready, and briefing development teams
• Strong client-facing skills with the ability to lead technical discovery sessions, translate complex requirements into buildable specifications, and communicate trade-offs clearly to business stakeholders
• Comfort working across the full implementation lifecycle - from kickoff and requirements gathering through sprint readiness, QA support, and go-live documentation
• Experience with tools such as Jira, Confluence, Smartsheet, and Google Workspace as part of a structured project delivery workflow
• Exceptional written documentation skills: architecture decision records, API specs, user stories, and technical Confluence pages should be second nature
• Familiarity with compliance and security considerations relevant to enterprise SaaS implementations (SOC 2, GDPR/CCPA, HIPAA/PCI as applicable)
• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related field (or equivalent practical experience)
• Willingness to travel to client sites for kickoff and critical milestone meetings, and to support occasional after-hours go-live events

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate.

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

Salary range:

• The expected base salary for the Solution Consultant role is between $100,000 and $110,000; actual salary will be commensurate with a candidate's experience, skill and location.

Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.