Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.
Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.
About the role:
We’re seeking a Technical Program Manager with a strong background in enterprise application integration to drive the development and maintenance of our integrations with CCaaS platforms (e.g., Genesys, NICE, Five9, Avaya, Twilio, Salesforce etc.) across messaging/chat, voice and email channels.
Role Overview:
As an Integration Technical Program Manager, you will oversee the execution and delivery of third-party integrations used across Cresta’s core AI products. You will collaborate closely with engineering, product, solution architecture, partnerships and customer success teams to deliver seamless integrations that power mission-critical use cases for enterprise customers.
Key Responsibilities:
- Own the integration efforts for CCaaS platforms (messaging/chat, voice and email), working across real-time agent assist, conversation intelligence, and AI agent products.
- Drive end to end efforts including scoping, planning, scheduling, and delivery.
- Define and coordinate API and browser extension based integrations with third-party systems, ensuring compatibility, scalability, and reliability.
- Collaborate with engineering teams to ensure timely and high-quality delivery of integration features.
- Gather requirements from internal teams and enterprise customers to prioritize integration needs.
- Act as the technical voice of the customer, translating API documentation, authentication schemes, and event schemas into actionable requirements.
- Work with customer-facing teams to support deployment, troubleshooting, and lifecycle management of integrations.
- Monitor integration performance, usage, and health, and drive continuous improvement efforts.
- Maintain strong relationships with external partners and platforms to align on joint technical initiatives.
Qualifications:
- 4–5 years of experience as a Program Manager or Technical Project Manager within a SaaS company.
- Highly desirable if you have prior experience as a software engineer and transitioned to a PM/ TPM role.
- Proven experience overseeing and delivering enterprise software integrations, preferably in the contact center, CCaaS, or customer engagement space.
- Strong understanding of API concepts, including REST, webhooks, authentication (OAuth2, JWT), and event-driven architectures.
- Understanding of web browser extensions and ecosystem
- Experience working with voice and/or email / chat-based communication platforms.
- Excellent technical communication skills—able to collaborate with engineers and explain complex topics to non-technical stakeholders.
- A proactive, systems-oriented mindset—comfortable working with ambiguity and scaling infrastructure-like program components.
- Excellent organizational, communication, and stakeholder management skills.
- Experience working in fast-paced, highly collaborative environments.
- Bonus: Experience supporting contact center technologies, AI/ML-based systems, or customer engagement platforms.
Perks & Benefits:
- We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
- Paid parental leave to support you and your family
- Monthly Health & Wellness allowance
- Work from home office stipend to help you succeed in a remote environment
- Lunch reimbursement for in-office employees
Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US and Canada. Your recruiter can provide further details.
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. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]
