Solutions Engineer, EMEA

About the role:

As a Solutions Engineer in EMEA, you’ll be at the forefront of the AI transformation in customer experience. Partnering with Sales Directors, you’ll serve as both a business consultant and technical expert—guiding prospective customers through the discovery, design, and validation of Cresta’s AI-powered solutions.

You’ll connect deeply with customer stakeholders to understand their business goals, technical environments, and operational challenges, and architect intelligent solutions that combine the power of LLMs, SLMs, and real-time AI assistance. Your ability to translate both technical complexity and business impact will be critical to driving successful sales cycles and long-term customer outcomes.

Responsibilities:

• Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
• Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
• Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms.
• Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
• Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes.
• Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
• Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
• Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
• Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
• Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms
• Deliver persuasive, tailored product demonstrations that showcase how Cresta’s AI—built on a proprietary architecture using large and small language models—d