Principal Solutions Engineer, West

Cresta

16h • $220,000 - $275,000 • Remote

About The Position

Cresta is hiring a Principal Solutions Engineer to support customers across the West Coast of the United States in a remote role. Working in partnership with Sales Directors, this role combines business consulting and technical expertise to guide prospective customers through discovery, solution design, and validation of Cresta’s AI-powered customer experience solutions.

The Principal Solutions Engineer works closely with customer stakeholders to understand business goals, technical environments, and operational challenges, then architects solutions using large and small language models and real-time AI assistance. The role is responsible for translating technical complexity into business impact and helping drive successful sales cycles and long-term customer outcomes. It also serves as a technical liaison among Sales, Product, and Engineering, contributing customer and market feedback related to AI, NLP, and contact center transformation.

Requirements

• At least 7 years of experience in customer-facing roles.
• 1–3 years of experience in pre-sales, solutions engineering, or consulting within enterprise software or the contact center industry.
• Deep knowledge of contact center solutions, including SIP, SBCs, ACDs, IVRs, and CCaaS platforms.
• Strong understanding of AI/ML technologies, especially LLMs and SLMs and their applications in conversational AI and agent augmentation.
• Experience with real-time systems, CRM tools, analytics platforms, and SaaS solution architecture.
• Ability to design and clearly communicate complex solutions to technical and business audiences.
• Consultative mindset and a track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals.
• Ability to learn quickly and work independently in high-growth, collaborative environments.
• Enthusiasm for Cresta’s mission and motivation to help customers unlock value from AI.

Nice To Haves

• Experience with CCaaS platforms such as Genesys, NICE, Five9, or Amazon Connect.
• Experience with Salesforce.

Responsibilities

• Partner with customers to uncover business objectives, technical environments, operational challenges, workflows, and strategic goals, then map them to Cresta’s AI-driven solutions.
• Advise prospective customers on solutions using Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence.
• Lead technical discovery sessions covering contact center infrastructure, telephony and IVR architecture, and CRM and workforce management platforms.
• Translate customer requirements into robust, scalable Cresta configurations aligned with business value and technical feasibility.
• Design and deliver tailored product demonstrations showing how Cresta’s AI capabilities can achieve measurable business outcomes.
• Own the technical design and delivery of proof-of-value engagements, including integrations, real-time coaching workflows, and virtual agent use cases.
• Run ROI workshops and build business case models connecting Cresta’s capabilities to customer impact, such as cost reduction, efficiency, and CSAT.
• Provide insights based on experience with AI technologies, contact center transformation, and customer success strategies.
• Serve as a technical liaison between Sales, Product, and Engineering, sharing feedback on platform capabilities, customer needs, and market trends.
• Stay current on LLMs, SLMs, retrieval-augmented generation, speech recognition, and contact center AI platforms.

Benefits

• Comprehensive medical, dental, and vision coverage, with plans for employees and families.
• Flexible PTO.
• Paid parental leave for new parents.
• Retirement savings plan.
• Remote work setup budget.
• Monthly wellness and communication stipend.
• In-office meal program and commuter benefits for onsite employees.
• Equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed