In this role, you will lead product direction across three engineering teams responsible for the pipelines, data models, integrations, and quality controls that connect customer, vehicle, and channel data for segmentation, activation, personalization, and AI-driven decisioning.

This role sits at the intersection of marketing, data, and platform engineering. In close partnership with Ford's Global Digital Insights & Analytics team, which owns Master Data Management, you will ensure mastered and source data is transformed into trusted, activation-ready data services for Salesforce and the broader marketing technology ecosystem.

Success in this role means building a scalable, governed, and resilient CRM data foundation that enables marketers to engage customers more intelligently while protecting customer trust and meeting enterprise standards for quality, privacy, and compliance.

Responsibilities:

• Define and execute a multi-year roadmap for the Salesforce CRM data ecosystem aligned to enterprise priorities.
• Gather and synthesize requirements from technical and business stakeholders across North America and Europe, ensuring the data requirements support regional nuances while maintaining a unified global core.
• Drive the strategy for how Salesforce consumes and acts upon data across the enterprise, ensuring seamless connectivity with upstream systems (MDM, GCP) to power an uninterrupted cycle of data through the Salesforce ecosystem, external MarTech systems and back to internal systems.
• Understand, adhere to and embed consumer data privacy laws in all that you deliver to protect our customers and Ford.
• Championing & Storytelling: Beyond feature delivery, effectively communicate our data ecosystem and capabilities across the enterprise to inspire, unlock and power new and more meaningful connections to our customers (e.g., new communication channels, personalized journeys and web experiences).
• Data Governance: Lead data governance strategy for Ford Retail CRM data across key data pipeline teams, including data sourcing, access, accuracy and compliance.

• Channel, Capability & Integration Enablement:

• Partner closely with Marketing teams to translate campaign goals and personalization strategies into data requirements.
• Power the connection to a new AI decisioning engine, positioning it as the 'brain' of CRM fueled by Ford Retail data.
• Understand the data pipeline from collection to usage, including unification, harmonization and enhancements.

• Engineering Enablement:

• Own the backlog for developer productivity, including coordination of upstream dependencies, stakeholder requirements and testing.
• Drive processes that facilitate continuous optimization and enhancements of the data model and ecosystem to meet the ever-changing needs of the business.
• Ensure data availability through proactive monitoring and alerting, ensuring timely communication of issues to downstream users.

• Stakeholder & Team Leadership:

• Act as the connective tissue between business product, engineering, and architecture.
• Translate ambiguous technical problems into well-defined epics; lead agile planning and ceremonies with delivery teams.
• Provide leadership and mentorship to other PMs and TPMs, raising the bar on data product thinking and discovery.

• Governance & Compliance:

• Own the prioritization of data requests, ensuring transparent tradeoffs between business product managers and enterprise architects.

Qualifications:

• Bachelor's Degree or equivalent combination of relevant education and experience.
• 7+ years of Product Management experience that includes:
• Marketing Fluency: Strong understanding of modern marketing needs (personalization, journey orchestration, measurement) with the ability to translate those needs into CRM data requirements.
• Analytical Storytelling: Proven ability to synthesize KPIs, platform enablement reasons, and business outcomes into clear narratives tailored to technical, marketing, and executive audiences.
• Agile Expertise: Strong fundamentals in Agile delivery and experience with tooling such as Jira.
• 4+ years of Product Management experience specifically focused on data and/or the Salesforce/CRM ecosystem that includes:
• Technical Depth: Strong technical fluency in areas such as data pipelines, APIs, cloud platforms, batch and/or event-driven data flows, data modeling, and enterprise integrations.
• Product Mindset: Demonstrated ability to manage data as a product, balancing availability, accuracy and compliance while enabling downstream teams to deliver more meaningful communications.

Experience Level: Senior Employment Type: Full-time Workplace Type: Remote Category: Engineering Industry: Automotive Salary Range: Not specified Salary Min: Not specified Salary Max: Not specified Salary Currency: USD Salary Period: Year Required Skills: Salesforce, CRM, Data Management, Marketing, Agile, Jira, Data Pipelines, APIs, Cloud Platforms, Batch and/or Event-driven Data Flows, Data Modeling, Enterprise Integrations Preferred Skills: None

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About the role:

Cresta's AI Agent team is building enterprise-grade AI Agents that can operate inside real-world contact center environments. A critical part of that mission is enabling our AI Agents to seamlessly integrate with customers' CCaaS platforms (Contact Center as a Service), including voice and digital channels , and to smoothly transition conversations between AI and human agents when needed.

This role is focused on building the backend systems that allow our AI Agents to:

• Integrate deeply with leading CCaaS platforms
• Participate in live customer conversations across voice and chat
• Maintain full conversation state and context
• Perform real-time actions within the CCaaS ecosystem
• Seamlessly hand off conversations to human agents , without losing context, history, or workflow state
• Support human agents with AI assistance after transfer

We are looking for strong backend engineers who want to work at the intersection of distributed systems, real-time communication, enterprise integrations, and AI Agent orchestration.

This is not a pure research role , it is about building production-grade infrastructure that enables AI Agents to operate reliably in mission-critical customer environments.

Why This Role Is Unique:

• AI + Real-Time Systems: Work on infrastructure that enables AI Agents to participate in live conversations at scale.
• Enterprise-Grade Integrations: Design robust integrations with major CCaaS platforms and customer systems.
• Human-AI Collaboration: Build the systems that make AI-to-human handoff seamless, contextual, and reliable.
• High-Impact Engineering: Your work directly determines how smoothly AI Agents operate in production environments.

If you’re a strong backend engineer who wants to apply your expertise to real-world AI systems operating inside complex enterprise ecosystems, this role offers that opportunity.

Responsibilities:

• Design and build scalable backend services that integrate Cresta’s AI Agents with customers’ CCaaS platforms.
• Architect systems that manage real-time conversation state, context propagation, and session lifecycle.
• Implement seamless AI-to-human handoff mechanisms, ensuring full context transfer and minimal disruption to the customer experience.
• Develop secure and reliable integrations with CCaaS APIs (voice, chat, messaging, routing, agent desktop, etc.).
• Collaborate closely with ML engineers and AI researchers to operationalize AI Agent capabilities in live environments.
• Ensure high availability, low latency, and strong observability for real-time conversation systems.
• Implement authentication, authorization, compliance, and enterprise security best practices across integrations.
• Drive improvements in reliability, performance, and scalability in production environments handling high interaction volumes

Qualifications We Value:

• Bachelor’s degree in Computer Science or related field.
• 5+ years of experience building scalable backend systems in production environments.
• Strong experience designing and maintaining robust APIs (REST, gRPC).
• Solid understanding of distributed systems and real-time communication architectures.
• Experience integrating with third-party enterprise platforms and APIs.
• Experience working with CCaaS platforms or contact center systems is a strong plus.
• Familiarity with AI Agents, Virtual Agents, or LLM-based systems is a plus.
• Experience with containerized environments (Kubernetes, Docker).
• Experience with cloud platforms such as AWS, GCP, or Azure.
• Strong understanding of system reliability, observability, and security in enterprise environments.

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
• PTO: 3 weeks in Canada

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 recruiting@cresta.ai

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