Strategic Solutions Engineer, East

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day.

Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.

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 3–5 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.