Strategic Solutions Engineer

November 20

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Cresta

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SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions. • Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence. • Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms. • Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility. • Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes. • Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases. • Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT). • Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies. • Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation. • Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms. • Deliver persuasive, tailored product demonstrations that showcase how Cresta’s AI—built on a proprietary architecture using large and small language models—drives measurable ROI through automation, efficiency, and improved customer outcomes.

🎯 Requirements

• 7+ years of experience in customer-facing roles, including 1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry. • Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect). • Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation. • Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture. • Ability to design and communicate complex solutions clearly to both technical and business audiences. • Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals. • Fast learner and self-starter who thrives in high-growth, high-collaboration environments. • Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI. • You embody our core Operating Principles

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees