Senior Solutions Engineer

🕒 June 13

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

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Crescendo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2024

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $50M Series C - Crescendo on 2024-10

Artificial Intelligence • SaaS • B2B

Crescendo is an AI-native contact center and CX platform that combines continuously operated AI assistants with human CX specialists to deliver guaranteed outcomes across chat, voice, email and other channels. They provide multimodal AI assistants (chat, voice, email, shopping assistant) plus operational AI for continuous optimization, managed BPO services, CRM and SaaS integrations, and industry-focused solutions for retail & e-commerce, financial services, connected devices, and health & wellness. Crescendo emphasizes outcome-based pricing, performance guarantees, SOC-2 and HIPAA compliance, and rapid deployment to improve customer satisfaction, reduce response times and lower costs.

📋 Description

• Lead discovery sessions to identify customer pain points, desired outcomes, and current gaps in their processes or tools • Build and present highly attuned product demos showcasing features such as Crescendo’s AI Messaging Assistants, AI Voice Assistants, Quality Assurance, and Voice of Customer tools • Create resources and workshops to demonstrate agentic AI use cases that can drive value • Serve as the go-to technical resource, clearly articulating Crescendo’s product capabilities, demonstrating use cases, and advising on best practices • Use insights from discovery and workshops to create tailored recommendations and ensure alignment needs and objectives of our customers • Partner with our CX Solution Designers to create service design and cost models for our customers • Partner with Sales, Product, and Engineering to refine requirements, gather customer feedback, and influence product roadmaps, ensuring client needs are represented and addressed • Contribute to account strategies, and assist in scoping engagements • Offer insights and recommendations to help close new business and expansion opportunities • Lead technical discussions and present solutions to a variety of audiences, from end-users to executive stakeholders, ensuring alignment and clarity on technical deliverables • Understand the competitive landscape and articulate how Crescendo’s capabilities uniquely address customer challenges compared to alternatives

🎯 Requirements

• 5+ years of experience as a Sales Engineer, Solutions Architect, or similar role in a B2B software or tech-enabled service environment (Contact Center or Customer Experience experience preferred) • Proven track record in demonstrating and implementing complex technical solutions to both technical and non-technical audiences • Strong understanding of leading tools in the CS / CX space, including CRMs, Help Desk, CCaaS, and AI • Knowledge of webhooks, REST APIs, and common integration patterns • Preferred: Familiarity with programming/scripting languages such as Python or JavaScript • Experience experimenting with multiple leading LLMs and their various applications in the CX space • Business expertise in customer experience (CX), including trends, best practices, and an understanding of how CX impacts enterprise-level strategies • Adaptability to seamlessly shift between roles as a technical advisor, trusted consultant, and storyteller

🏖️ Benefits

• Be part of a people-first, values-driven organization • Work with innovative global partners and diverse teams • Remote working arrangements • Competitive Base Salary • Generous paid vacation • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees • Training opportunities provided by Crescendo and outside entities • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development