Director of Technical Solutions, Cresta
+ Equity
Real-time intelligence for contact centers
Open for applications
Real-time intelligence for contact centers
201-500 employees
Open for applications
+ Equity
201-500 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- Proven experience in a leadership role within solutions architecture or a related field, ideally with a focus on customer experience technologies
- Deep expertise in telephony systems and contact center infrastructure (e.g., AWS Connect, Genesys, Five9)
- Strong understanding of integration options, APIs, iPaaS, and UI integrations
- Extensive experience with large-scale enterprise software implementations and solutions architecture
- Exceptional organizational skills with the ability to manage complex projects involving multiple stakeholders and timelines
- Excellent communication and interpersonal skills, capable of building strong relationships with both technical and non-technical stakeholders
- Willingness to travel (when needed up to 10%) and engage with clients across EST and PST time zones
What the job involves
- As the Director of Technical Solutions, you will lead a talented team of Solutions Architects & Customer Engineers, guiding the technical strategy and execution of our customer experience solutions
- This role requires a visionary leader who can align technical capabilities with customer needs while fostering collaboration across sales, product, and engineering teams
- Leadership: Manage and mentor a team of Solutions Architects, providing guidance on best practices in solutions architecture and customer engagement
- Strategic Oversight: Define and drive the technical architecture blueprint for pre-sales and post-sales processes, ensuring seamless integration of Cresta’s capabilities with enterprise systems
- Stakeholder Management: Serve as the primary point of contact for technical discussions with key stakeholders, including clients and internal teams, ensuring alignment on project goals and outcomes
- Sales Collaboration: Partner closely with Sales to develop effective land-and-expand strategies, leveraging your understanding of Customer Experience (CX) and telephony ecosystems
- Technical Expertise: Maintain authoritative knowledge of Cresta’s platform integrations, telephony systems, and customer experience technologies
- Technical Leadership: Collaborate with Product & Engineering for ongoing tooling enhancements
- Customer Focus: Drive a consultative approach to problem-solving, fostering strong relationships with clients and understanding their unique challenges and requirements
- Professional Services Acumen: Establish and improve system for staffing, scoping and project utilization
Our take
Cresta is an innovative customer service platform, which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees, and analyses why they outperform their colleagues, before providing personalized guidance to other members of staff.
This unique approach makes it possible to share best practices rapidly, and both improve and consistently implement customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition to this, the machine learning aspect of Cresta enables companies to continually optimize their performance.
Considering that over a trillion dollars is spent by businesses globally on customer service calls every year, Cresta has been afforded a massive opportunity if it can continue to improve this side of business for its clients. The company has already been recognized as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$125m
SERIES D
Mar 2022
$80m
SERIES C
Total funding: $276m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company HQ
University South, Palo Alto, CA
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