The posting
About Lucidya
Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalised experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.
Why This Role Matters
Organizations across industries and segments are no longer asking whether to deploy AI in their customer operations, they are asking which partner to trust with that transformation. Lucidya's Agentic AI platform sits at the centre of that question.
This role is the commercial front line of that shift. You will be selling autonomous AI agents that handle real customer interactions at scale, deflect tier-1 contact centre volume, and continuously learn from every conversation. This is not a tooling conversation. It is a business transformation conversation.
You will work with CX leaders, COOs, and digital transformation heads at some of the region's largest organizations. You will navigate long, complex enterprise cycles, build airtight business cases, and own the commercial outcome end to end.
If you have sold into contact centres before, understand what AHT, FCR, and deflection rate mean in a boardroom, and know how to handle the "will this replace my team?" objection without flinching - this role is for you.
What You Will Do
Revenue & Pipeline Ownership
- Own enterprise and government ARR targets and drive meaningful, predictable revenue growth quarter over quarter
- Build and manage a high quality pipeline. You obsess over deal progression and forecast accuracy, not just volume
- Map every account strategically: decision makers, influencers, blockers, budget owners, timing, and internal politics
Agentic AI Sales Execution
- Run full sales cycles end-to-end: discovery, business case, pilot scoping, executive alignment, negotiation, and close
- Lead value based conversations with C-suite stakeholders, not product demos. Translate autonomous AI capabilities into hard business outcomes such as: cost per contact reduction, deflection rate improvement, CSAT uplift, headcount efficiency,etc.
- Sell the transformation story confidently: how AI Agents change the operating model of a contact centre, not just automate a workflow or a chat agent.
- Handle the "will this replace my team?" objection head-on. You have been through this conversation many times and have a clean, credible answer.
Pilot Leadership
- Scope pilots like a consultant. Define success metrics with the customer upfront and hold the line on them throughout.
- Build business cases in real time. You can open a spreadsheet in front of a CX director and show: "If you deflect 30% of tier-1 tickets at your current volume, here is your payback in months."
- Own the pilot outcome. You do not hand off to Customer Success, you stay accountable until the customer sees measurable value.
Market & Stakeholder Development
- Develop and maintain executive relationships across your target accounts, becoming a trusted advisor.
- Partner closely with Solution Consultants, Product and Customer Support to ensure smooth handovers, technically credible demos, and successful customer onboarding.
- Continuously sharpen your understanding of the Agentic AI landscape, competitive positioning, and CX technology trends.
- Leverage and grow your network within Saudi and GCC organizations to accelerate pipeline development.
What we are looking for
- Someone with 6-12 years of experience with at least 2–5 of those selling to CX/contact center buyers.
- Have sold to CX and contact centre buyers. Understands what AHT, FCR, CSAT, deflection rate, cost-per-contact, agent utilisation, and shrinkage mean.
- Came from a CCaaS, conversational AI, or CX software vendor. Preferably: Genesys, NICE, Zendesk, Freshworks, Kore.ai, Cognigy, Ada, Intercom, Talkdesk, Avaya, Unifonic. Experience in selling automation or bots specifically is a strong advantage.
- Has a consultative mindset and an ROI-led seller; not a transactional closer. Our AI Agent is a 6-to-9-month enterprise cycle with a business case, a pilot, an integration conversation, and a change-management story. You build deals; you don't work inbound queues.
- An Arabic-native with deep Saudi/GCC market fluency. You understand how to navigate procurement in a Saudi bank, a telco, or a government entity - including Nafath, PDPL compliance, and the internal politics that determine whether a deal closes. This is non-negotiable for our ICP.
Core Competencies & Experience
- Navigating AI's Impact: You have a track record of selling solutions that result in human-resource efficiency. You are adept at managing the political sensitivity of AI-driven headcount changes and can deliver a credible, compassionate response to concerns.
- Pioneering a New Category (Agentic AI): As Agentic AI is an emerging category, a significant part of the sales process involves buyer education and de-risking the pilot phase. You are skilled at opening doors and building momentum without a full repository of established case studies.
- Consultative Pilot Management: You are comfortable with a reference-thin pitch and can run a pilot like a consultant. This includes independently scoping the project, defining clear success metrics, and maintaining direct accountability for achieving them—you do not merely hand off the project and wait for results.
- Financial Acumen: Commercial and business excellence are your strengths. You can proficiently construct a live business case with the customer, modeling key metrics such as volume, deflection rate, cost-per-contact, and payback period (e.g., using Excel).
Attitude & Approach
- Proactive & Prepared: You are proactive by default, consistently following up without prompting and preparing thoroughly for every meeting. You anticipate objections and ensure you walk into discussions with answers ready.
- Team-Oriented & Problem-Solver: You are highly collaborative internally. Your focus is on problem-solving, not blaming other departments (Product, Marketing, or Customer Support) for challenges.
Culturally
You thrive in fast-scaling environments where structure evolves. You are comfortable being the expert in the room in a category that many buyers are still learning about. You get energy from complexity, not comfort.
