Cresta

Technical Program Manager, Integration

Cresta

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

About the role

  • Oversee the execution and delivery of third-party integrations used across Cresta’s core AI products.
  • Collaborate closely with engineering, product, solution architecture, partnerships and customer success teams.
  • 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.
  • Support deployment, troubleshooting, and lifecycle management of integrations with customer-facing teams.
  • 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.

Requirements

  • 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.