Director of Solutions Engineering

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.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

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 is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

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