Role Details
Location: Flexible (US preferred, travel as needed)
Work Setup: Remote
About Us
Crescendo is the first AI-native contact center: A fully managed CX solution combining AI with brand-aligned outsourcing to deliver guaranteed outcomes. Crescendo combines omnichannel, agentic, multimodal AI assistants with a rich customer intelligence platform, managed AI deployment services, and a global team of live agents that can uplift any brand’s CX in weeks.
We save our customers money and improve their CSAT starting day one, while our commercial terms and service model ensure the solution self-optimizes throughout the customer lifecycle. We recently passed $100M in revenue and we’re growing fast, standing out in a market crowded by AI point solutions and contact centers that consistently fail to deliver peak performance.
The Role
We’re looking for a Director of Solutions Engineering to lead and scale our pre-sales engineering function, focused on engaging demos that showcase our unique technology + service solution and robust technical discovery that positions us to go live within weeks once our customers sign their contracts.
You’ll not only lead and grow a team of high-impact Solutions Engineers, but also shape how we tell our product story in competitive deals, influence roadmap based on market signals, and ensure Crescendo is consistently earning the technical win across our end-to-end range of CX features and managed services.
This is a build-stage role for someone who thrives in velocity and is motivated to leave a fingerprint on the most exciting AI company in CX.
What You’ll Do:
- Build and scale Crescendo’s Solutions Engineering team, setting the bar for technical excellence and customer storytelling.
- Partner with Sales Leadership to craft winning deal strategies for key accounts and enterprise prospects.
- Design repeatable demos, frameworks, and proofs-of-concept that showcase Crescendo’s Managed AI + Superhuman differentiation.
- Design and oversee Solutions Engineer training, career level framework, and professional development.
- Own department metrics, monthly and quarterly business reviews, and capacity planning in a high-growth environment where every quarter will be bolder than the last
- Own the playbooks by which we deliver demos, gather technical requirements, and translate customer feedback into clear product insights that inform roadmap decisions.
- Collaborate with technical stakeholders and other Sales Enablement stakeholders on translating technical documentation into customer-facing resources
- Develop scalable processes and enablement for pre-sales engagements, ensuring consistency across the global team.
- Build trusted advisor relationships with prospects, executives, and technical stakeholders to drive deal velocity and expansion.
What We Expect From You:
- 10+ years in Solutions Engineering / Sales Engineering, with 5+ in leadership roles.
- Proven success building and scaling teams in high-growth SaaS (ideally CX, AI, or infrastructure).
- A track record of winning large, strategic deals through technical depth, creativity, and strong executive presence.
- Ability to operate with agility — from being hands-on in a demo to guiding C-suite strategy sessions.
- Strong cross-functional instincts: you know how to influence product, marketing, and sales to create leverage.
- A builder’s mindset: process design, playbook creation, and team development energize you.
You will want to join our team if you:
At Crescendo, you’ll be part of a fast-moving, ambitious team that’s reshaping how the world’s most innovative companies think about customer experience. You’ll get:
- A front-row seat in the most exciting AI transformation in CX.
- The chance to build a function from the ground up, with real ownership and impact.
- A global customer base and the opportunity to solve problems at scale.
- Competitive compensation, equity, and benefits that reflect the value of top talent.
- A culture that moves fast, demands excellence, and celebrates big wins together.
Top Skills
What We Do
There’s huge potential in the new chapter of AI-powered customer service. But it will only be captured by companies that can shake up the industry models that hold back innovation.
We’re a group of founders who have worked in customer experience for years. Our tech and our people have served billions of customers and provided exceptional service across the world.
Crescendo is our vision for finally changing what’s held us back before.
We’re combining the most advanced AI technology with the best human agents to provide a blended experience. We’re eliminating the separation between the contact center and the technology provider. With everything orchestrated together, we can dramatically accelerate improvements to agent and customer experience.
That means customer service that’s more in sync, easier to manage, and more tightly integrated than ever before.
And our customers will only pay for positive outcomes. It’s a brilliant harmony of AI and CX.
