Senior Solutions Engineer

Crescendo.ai • , (Multiple States)

54d • Remote

About The Position

The Solutions team plays a critical role in the pre-sales environment, building demos and service models and offering technical expertise both to prospects and existing customers who are undergoing a CX transformation. As a Senior Solutions Engineer, you’ll assist in discovery and assist our Sales team in demonstrating Crescendo’s unique capabilities and commitment to service excellence. Our ICP is Customer Service & CX Executives and Operators at mid-market and enterprise technology firms. As a member of the Solutions team, you’ll work closely with many stakeholders, most importantly our Sales and Success organization and our Product and Engineering team, which includes former leaders from Zendesk, Genesys, and Five9. We’re looking for candidates who have a strong understanding of the AI CX landscape, including the AI solutions offered by major CRMs. We can’t wait to show you what we’ve built and how we differentiate ourselves from every other AI solution on the market.

Requirements

• 5+ years of experience as a Sales Engineer, Solutions Architect, or similar role in a B2B software or tech-enabled service environment (Contact Center or Customer Experience experience preferred).
• Proven track record in demonstrating and implementing complex technical solutions to both technical and non-technical audiences.
• Strong understanding of leading tools in the CS / CX space, including CRMs, Help Desk, CCaaS, and AI
• Knowledge of webhooks, REST APIs, and common integration patterns.
• Business expertise in customer experience (CX), including trends, best practices, and an understanding of how CX impacts enterprise-level strategies
• Adaptability to seamlessly shift between roles as a technical advisor, trusted consultant, and storyteller

Nice To Haves

• Familiarity with programming/scripting languages such as Python or JavaScript.
• Experience experimenting with multiple leading LLMs and their various applications in the CX space

Responsibilities

• Lead discovery sessions to identify customer pain points, desired outcomes, and current gaps in their processes or tools.
• Build and present highly attuned product demos showcasing features such as Crecendo’s AI Messaging Assistants, AI Voice Assistants, Quality Assurance, and Voice of Customer tools.
• Create resources and workshops to demonstrate agentic AI use cases that can drive value.
• Serve as the go-to technical resource, clearly articulating Crescendo’s product capabilities, demonstrating use cases, and advising on best practices.
• Use insights from discovery and workshops to create tailored recommendations and ensure alignment needs and objectives of our customers.
• Partner with our CX Solution Designers to create service design and cost models for our customers.
• Partner with Sales, Product, and Engineering to refine requirements, gather customer feedback, and influence product roadmaps, ensuring client needs are represented and addressed.
• Contribute to account strategies, and assist in scoping engagements. Offer insights and recommendations to help close new business and expansion opportunities.
• Lead technical discussions and present solutions to a variety of audiences, from end-users to executive stakeholders, ensuring alignment and clarity on technical deliverables.
• Understand the competitive landscape and articulate how Crescendo’s capabilities uniquely address customer challenges compared to alternatives. (Hint: We’re the only company offering Augmented AI — the best AI technology, fully managed by us with guaranteed outcomes and live human agents included in the solution.)

Benefits

• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

What This Job Offers

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