Senior Solutions Engineer

Crescendo is a leader in customer experience and AI solutions, striving to set new standards in CX and operations. The Senior Solutions Engineer will play a vital role in pre-sales by building demos and providing technical expertise to both prospects and existing customers undergoing CX transformation.

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

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