Principal Solutions Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Sales Directors as a business consultant and technical authority during customer exploration, solution development, and validation.

• Identify customer business objectives, technical landscapes, operational issues, workflows, and strategic ambitions.

• Create AI-driven solutions utilizing virtual agents, agent assistance, conversational intelligence, large language models (LLMs), small language models (SLMs), and real-time AI functionalities.

• Facilitate technical discovery sessions that address contact center infrastructure, telephony and IVR frameworks, CRM, and workforce management systems.

• Convert customer requirements into effective, scalable Cresta configurations that are aligned with business value and technical feasibility.

• Design and present customized product demonstrations.

• Manage the technical design and execution of proof-of-value engagements, integrations, coaching workflows, and virtual agent applications.

• Conduct ROI workshops and develop business case models that link Cresta’s capabilities to quantifiable customer outcomes.

• Offer expertise on AI technologies, contact center transformation, and customer success strategies.

• Act as a liaison among Sales, Product, and Engineering, providing insights on platform functionalities, customer requirements, and market dynamics.

• Remain updated on large language models (LLMs), small language models (SLMs), retrieval-augmented generation, speech recognition, and contact center AI platforms.

⛳️ Requirements

• Over 7 years of experience in customer-facing positions, including 1 to 3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center domain.

• Extensive knowledge of contact center solutions, encompassing telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms like Genesys, NICE, Five9, and Amazon Connect.

• Profound understanding of AI/ML technologies, particularly large language models (LLMs), small language models (SLMs), and their usage in conversational AI and agent enhancement.

• Familiarity with real-time systems, CRM tools such as Salesforce, analytics platforms, and SaaS solution architecture.

• Capability to design and articulate intricate solutions to both technical and business stakeholders.

• Proven history of steering strategic discussions, influencing stakeholders, and customizing solutions to meet business objectives.

• Quick learner and proactive self-starter who flourishes in fast-paced, collaborative environments.

• Passion for Cresta’s mission and a drive to assist customers in realizing value from AI.

• Exemplify Cresta’s core Operating Principles.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance options tailored for you and your family.

• Flexible PTO allowing you to take the necessary time off when needed.

• Paid parental leave for all new parents welcoming a child.

• Retirement savings plan to assist you in planning for the future.

• Budget for remote work setup to help you establish an efficient home office.

• Monthly wellness and communication stipend to help you stay connected and balanced.

• In-office meal program and commuter benefits available for onsite employees.

• Equity opportunities.