5 months ago
Base Salary
$180k - $205k/yr
Responsibilities
- Partner with customers to uncover business objectives, technical environments, workflows, and operational challenges.
- Lead technical discovery of contact center infrastructure, telephony, IVR architecture, CRM, and workforce management platforms.
- Translate customer requirements into scalable Cresta configurations aligned with business value and technical feasibility.
- Design and deliver tailored demonstrations of virtual agents, real-time coaching, agent assist, conversation intelligence, and analytics.
- Own the technical design and delivery of proof-of-value engagements, including integrations and real-time coaching workflows.
- Run ROI workshops and build business cases tied to cost reduction, efficiency, CSAT, and other measurable outcomes.
- Provide technical feedback and market insights to Sales, Product, and Engineering.
- Stay current with LLMs, SLMs, retrieval-augmented generation, speech recognition, and contact center AI platforms.
Requirements
- 7+ years of experience in customer-facing roles, including 1–3 years in pre-sales, solutions engineering, or consulting within enterprise software or the contact center industry.
- Deep knowledge of contact center solutions, telephony architecture, and CCaaS platforms such as Genesys, NICE, Five9, and Amazon Connect.
- Strong understanding of AI and ML technologies, including large language models, small language models, conversational AI, and agent augmentation.
- Experience with real-time systems, CRM tools, analytics platforms, and SaaS solution architecture.
- Ability to design and communicate complex solutions to technical and business audiences.
- Demonstrated ability to lead strategic conversations, influence stakeholders, and tailor solutions to business goals.
- Ability to learn quickly and work independently in a high-growth, collaborative environment.
- Enthusiasm for Cresta’s mission and helping customers realize value from AI.
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible PTO
- Paid parental leave
- Retirement savings plan
- Remote work setup budget
- Monthly wellness and communication stipend
- In-office meal program and commuter benefits for onsite employees
Categories
Solutions Engineering
About Cresta
Cresta builds a generative AI platform for contact centers, combining AI agents, real-time agent assistance, conversation intelligence, and quality/coaching tools. It sells enterprise software to customer-support and sales organizations to automate and improve conversations across voice and digital channels. Founded in 2017 and headquartered in Sunnyvale, California, the privately held company counts brands such as Alaska Airlines, Cox Communications, Intuit, United Airlines, and Marriott among its customers.