Strategic Solutions Engineer, East
Core
Strategic Solutions Engineer partnering with Sales to guide prospective customers through discovery, design, and validation of AI-powered customer experience solutions.
Role type
Senior Solutions Engineer (Pre-sales/Consultative)
Builds
AI-powered conversational agents, real-time human agent augmentation, and conversation intelligence platforms for enterprise contact centers.
Domain
Enterprise Software / Contact Center AI / Customer Experience
Deliverable
product features
Required skills
Contact center architecture (SIP, SBCs, ACDs, IVRs), CCaaS platforms (Genesys, NICE, Five9, Amazon Connect), Large Language Models (LLMs), Small Language Models (SLMs), SaaS solution architecture, CRM tools (Salesforce), ROI modeling, technical discovery, solution design
Preferred skills
Experience with real-time systems, analytics platforms, contact center transformation strategies, emerging AI technologies (RAG, speech recognition)
Technologies
LLMs, SLMs, RAG, speech recognition, Genesys, NICE, Five9, Amazon Connect, Salesforce
Responsibilities
Act as a consultative partner to uncover business objectives and map them to AI-driven solutions; Lead technical discovery sessions to understand customer systems and infrastructure; Qualify and translate customer requirements into scalable Cresta configurations; Design and deliver tailored product demonstrations highlighting AI capabilities; Own the technical design and delivery of proof-of-value (POV) engagements; Run ROI workshops and build business case models; Serve as a technical liaison between Sales, Product, and Engineering.
Seniority
Senior, hands-on IC
