Senior Solutions Engineer

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

📋 Description

• Facilitate discovery sessions to pinpoint customer challenges, desired results, and existing gaps within their processes or tools.

• Develop and deliver tailored product demonstrations highlighting features such as Crescendo’s AI Messaging Assistants, AI Voice Assistants, Quality Assurance, and Voice of Customer tools.

• Design resources and workshops that illustrate agentic AI use cases capable of driving value.

• Act as the primary technical resource, effectively communicating Crescendo’s product capabilities, showcasing use cases, and providing guidance on best practices.

• Leverage insights from discovery and workshops to formulate customized recommendations that align with the needs and objectives of our customers.

• Collaborate with our CX Solution Designers to develop service design and cost models for our clients.

• Work alongside Sales, Product, and Engineering teams to refine requirements, gather customer feedback, and influence product roadmaps, ensuring that client needs are represented and addressed.

• Contribute to account strategies and assist in defining the scope of engagements.

• Provide insights and recommendations to facilitate the closure of new business and expansion opportunities.

• Lead technical discussions and present solutions to a range of audiences, from end-users to executive stakeholders, ensuring alignment and clarity regarding technical deliverables.

• Analyze the competitive landscape and articulate how Crescendo’s capabilities uniquely meet customer challenges compared to alternatives.

⛳️ Requirements

• A minimum of 5 years of experience in a Sales Engineer, Solutions Architect, or similar capacity within a B2B software or tech-enabled service environment (experience in Contact Center or Customer Experience is preferred).

• Demonstrated success in showcasing and implementing complex technical solutions to both technical and non-technical audiences.

• In-depth knowledge of leading tools in the Customer Service / Customer Experience space, including CRMs, Help Desk, CCaaS, and AI.

• Understanding of webhooks, REST APIs, and common integration patterns.

• Preferred: Familiarity with programming or scripting languages such as Python or JavaScript.

• Experience working with various leading LLMs and their applications within the Customer Experience domain.

• Business acumen in customer experience (CX), including awareness of trends, best practices, and comprehension of how CX influences enterprise-level strategies.

• Ability to effortlessly transition between roles as a technical advisor, trusted consultant, and storyteller.

🏝️ Benefits

• Become part of a people-first, values-driven organization.

• Collaborate with innovative global partners and diverse teams.

• Flexible remote working options.

• Competitive base salary.

• Generous paid vacation policy.

• Comprehensive benefits package that includes medical, dental, and vision options applicable based on the country of residence for all full-time employees.

• Training opportunities provided by Crescendo as well as external entities.

• One-on-one coaching with feedback sessions, mentorship, and opportunities for cross-functional development.