Strategic Solutions Engineer, East

About the role As a Strategic Solutions Engineer , you’ll be at the forefront of the AI transformation in customer experience. Partnering with Sales Directors, you’ll serve as both a business consultant and technical expert—guiding prospective customers through the discovery, design, and validation of Cresta’s AI-powered solutions. You’ll connect deeply with customer stakeholders to understand their business goals, technical environments, and operational challenges, and architect intelligent solutions that combine the power of LLMs , SLMs , and real-time AI assistance . Your ability to translate both technical complexity and business impact will be critical to driving successful sales cycles and long-term customer outcomes. Responsibilities - 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. Qualifications We Value - 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. Perks & Benefits We offer a comprehensive and people-first benefits pack