Senior Solutions Analyst

Job Summary

Amtech's Professional Services team plays a key role representing Customer Operations in our sales opportunities, scoping and estimating all customer engagements.

Solutions Analysts process requests directly from customers, or from internal sources such as Amtech's Sales, Support or Customer Success teams by analyzing the requests, calculating service hours estimates, producing Statements of Work (of various types) and sending proposals and quotes to customers (when necessary). All members of the Professional Services team are expected to contribute towards the achievement of the team's goals and the maintenance of KPIs.

In this specific role, the Sr Solutions Analyst will be expected to construct detailed and complex service estimates based on criteria established by the wider Customer Operations team, working from requirements gathered by the Professional Services Lead, who holds primary responsibility for customer contact and relays requirements to the broader Professional Services team. This senior role will also be heavily involved in AI-assisted work, will work to improve system prompts over time, generate documents such as Service Requests and Statements of Work, collect and analyze data in reports, and be an integral part of the overall Professional Services team effort.

Key Responsibilities

• Work closely with Services Engagement Lead to determine, refine, and document customer requirements, project scope, and estimate the level of effort required.
• Create comprehensive Service Request and Statement of Work documents, often using AI, that explicitly outline project objectives, detailed deliverables, out-of-scope items, and clear client dependencies.
• Document technical risks, operational assumptions, and mitigation strategies directly within the contract to prevent scope creep.
• Maintain and improve GPT system prompts by constantly working towards the improvement of team capabilities.
• Own the formal change request (CR) process, evaluating the budget and timeline impact when a client requests modifications to the original agreement.
• Process all requests within the timeframes defined by team goals, prioritizing urgent or time-sensitive items and proactively flagging any request at risk of missing its deadline.
• Coordinate ad hoc Professional Services and custom development requests submitted through Amtech Engage, including requirements review, internal evaluation, approval, contracting, and delivery tracking.
• Lead internal reviews with product, finance, and delivery leadership to ensure the contract aligns with risk tolerances and margin goals.
• Maintain accurate records, produce and analyze periodic reports, and compile collected team data into new reports.

Skills & Qualifications

• Must be detail-oriented! Ability to create, check and verify spreadsheet calculations.
• Consistency in accurate note-taking and documentation of all cases so that all parties are kept informed of progress and complete history of each case.
• Able to recognize errors in complex documents – this will require the use of AI, but will also require verification of AI results.
• Strong communication skills and the ability to work proactively to communicate effectively and in a timely manner, with all stakeholders.
• Preference will be given to candidates with experience working in the paper packing industry (corrugated box or folding carton) and with Amtech's software modules.
• Demonstrated proficiency with AI concepts and tools, Microsoft Office and Salesforce.
• Excellent organization, time management, and presentation skills.
• Able to multi-task the activities with shifting priorities.
• Demonstrated experience owning contract terms, change control, and commercial risk discussions with finance, product, or delivery leadership.
• Skilled in prompt engineering, with the ability to build and refine GPT system prompts to improve team-wide AI output quality.
• Comfortable gathering and interpreting complex or ambiguous customer requirements with limited direct guidance, and translating them into airtight scope documentation.