Job description

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. About the role: The Solutions Architect role at Cresta is dynamic and integral, requiring deep understanding of Cresta's capabilities and their integration with enterprise systems. As part of a selective and growing team, Enterprise Architects also help define sales and execution processes for effective land-and-expand strategies. Responsibilities: Leveraging domain expertise in Customer Experience (CX) and related ecosystems (e.g., Call Center infrastructure, Chat platforms, AWS services, Workforce Management, Automation, ChatBots, CRM, Integrations). Serving as the authoritative source on Cresta's platform integrations and their technical benefits. Owning the Technical Architecture blueprint from pre-sales to post-sales, ensuring technical wins by managing stakeholder expectations and collaborating across multiple levels (from end-users to executives) and with internal teams (Pre-sales Solution Engineers, engineering, and success organizations). Pre-sales: problem solving with end-customers to determine best solution architecture and integration approach. Post-sales: supporting the technical implementation team to help get customers up and running on Cresta. Along the way, closely collaborating with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs. Qualifications We Value: Experience with Telephony and Contact Center Infrastructure (AWS Connect, Genesys, Five9, etc.) Good understanding of integration options, APIs, iPaaS, UI Integrations Highly experienced with AWS, GCP, Salesforce Strong expertise in enterprise architecture, cloud platforms, AI/ML, and data systems. Has extensive experience in large scale enterprise software implementations and solutions architecture Deep understanding of how enterprises leverage Generative AI solutions. Is highly organized: able to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful. Is able to build strong external relationships with external technical stakeholders and in general able to take a consultative and strategic approach to solving customer problems. Experience managing and advising on large-scale programs with multiple stakeholders and dependencies. Is willing to do some travel (if/when the world goes back to normal) but before then be willing to be on frequent video calls with customers in EST - PST time zones. Product & Engineering Partnership: Gather and synthesize customer feedback to inform product and engineering priorities. Identify and address gaps in technology adoption or deployment through cross-functional collaboration. Influence future product strategy with insights derived from real-world field engagements. Report directly to the Field CTO and should be able to manage delivery for strategic accounts end-to-end Perks & Benefits: We offer a comprehensive and people-first benefits package to support you at work and in life: Comprehensive medical, dental, and vision coverage with plans to fit you and your family Flexible PTO to take the time you need, when you need it Paid parental leave for all new parents welcoming a new child Retirement savings plan to help you plan for the future Remote work setup budget to help you create a productive home office Monthly wellness and communication stipend to keep you connected and balanced In-office meal program and commuter benefits provided for onsite employees Compensation at Cresta Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table. Compensation for this position includes a Base salary + Variable + Equity. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family. Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact recruiting@cresta.ai (if you are opting out, please use the subject ‘Opt-Out’ in your email). Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed. Recruiting impersonation scams: We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta .ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.

Requirements

Must-haves

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. About the role:
Leveraging domain expertise in Customer Experience (CX) and related ecosystems (e.g., Call Center infrastructure, Chat platforms, AWS services, Workforce Management, Automation, ChatBots, CRM, Integrations).
Serving as the authoritative source on Cresta's platform integrations and their technical benefits.
Pre-sales: problem solving with end-customers to determine best solution architecture and integration approach.
Post-sales: supporting the technical implementation team to help get customers up and running on Cresta.
Along the way, closely collaborating with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs.
Experience with Telephony and Contact Center Infrastructure (AWS Connect, Genesys, Five9, etc.)
Good understanding of integration options, APIs, iPaaS, UI Integrations
Highly experienced with AWS, GCP, Salesforce
Strong expertise in enterprise architecture, cloud platforms, AI/ML, and data systems.
Has extensive experience in large scale enterprise software implementations and solutions architecture
Deep understanding of how enterprises leverage Generative AI solutions.
Is able to build strong external relationships with external technical stakeholders and in general able to take a consultative and strategic approach to solving customer problems.
Experience managing and advising on large-scale programs with multiple stakeholders and dependencies.
Is willing to do some travel (if/when the world goes back to normal) but before then be willing to be on frequent video calls with customers in EST - PST time zones.
Gather and synthesize customer feedback to inform product and engineering priorities.
Identify and address gaps in technology adoption or deployment through cross-functional collaboration.
Influence future product strategy with insights derived from real-world field engagements.
Report directly to the Field CTO and should be able to manage delivery for strategic accounts end-to-end
We offer a comprehensive and people-first benefits package to support you at work and in life:
Flexible PTO to take the time you need, when you need it
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced

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