Senior Solutions Engineer

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.

What You’ll Do:

• 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.)

Do you have experience in Technical solutions implementation?, + 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.
• Technical Skills:
• 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.
• Preferred: Familiarity with programming/scripting languages such as Python or JavaScript.
• 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

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Remote working arrangements
• 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

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive-0 to $100M+ in ARR in under a year-and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core-that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.

More than that, Crescendo is about people. We don’t just connect talent with opportunity-we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.