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 millio n 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 r