Technical Program Manager, Integration

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September 9

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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

• Oversee the execution and delivery of third-party integrations used across Cresta’s core AI products. • Collaborate closely with engineering, product, solution architecture, partnerships and customer success teams. • Own the integration efforts for CCaaS platforms (messaging/chat, voice and email), working across real-time agent assist, conversation intelligence, and AI agent products. • Drive end to end efforts including scoping, planning, scheduling, and delivery. • Define and coordinate API and browser extension based integrations with third-party systems, ensuring compatibility, scalability, and reliability. • Collaborate with engineering teams to ensure timely and high-quality delivery of integration features. • Gather requirements from internal teams and enterprise customers to prioritize integration needs. • Act as the technical voice of the customer, translating API documentation, authentication schemes, and event schemas into actionable requirements. • Support deployment, troubleshooting, and lifecycle management of integrations with customer-facing teams. • Monitor integration performance, usage, and health, and drive continuous improvement efforts. • Maintain strong relationships with external partners and platforms to align on joint technical initiatives.

🎯 Requirements

• 4–5 years of experience as a Program Manager or Technical Project Manager within a SaaS company. • Highly desirable if you have prior experience as a software engineer and transitioned to a PM/ TPM role. • Proven experience overseeing and delivering enterprise software integrations, preferably in the contact center, CCaaS, or customer engagement space. • Strong understanding of API concepts, including REST, webhooks, authentication (OAuth2, JWT), and event-driven architectures. • Understanding of web browser extensions and ecosystem • Experience working with voice and/or email / chat-based communication platforms. • Excellent technical communication skills—able to collaborate with engineers and explain complex topics to non-technical stakeholders. • A proactive, systems-oriented mindset—comfortable working with ambiguity and scaling infrastructure-like program components. • Excellent organizational, communication, and stakeholder management skills. • Experience working in fast-paced, highly collaborative environments. • Bonus: Experience supporting contact center technologies, AI/ML-based systems, or customer engagement platforms.

🏖️ Benefits

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs • Paid parental leave to support you and your family • Monthly Health & Wellness allowance • Work from home office stipend to help you succeed in a remote environment • Lunch reimbursement for in-office employees • Compensation for this position includes a base salary, equity, and a variety of benefits