Embedded AI Expert

Summary

Cresta provides a unified AI platform for conversational AI, human agent augmentation, and conversation intelligence in customer experience operations. The Embedded AI Expert will work closely with customers to configure and maintain Cresta’s self-service product, analyze contact center conversations, identify trends and anomalies, and provide insights, mentoring, and ongoing support.

Responsibilities

• Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera
• Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations and set up resulting actions
• Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer
• Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations
• Use Cresta's self-service tools to align the customer's business priorities with the contact center operations
• Respond to ad hoc business requests for analysis and provide actionable insights derived from contact center data
• Offer ongoing mentoring and support to the customer's own analysts, guiding them in effectively utilizing Cresta tools
• Collaborate closely with the Cresta team and customers to drive success and maximize the value of Cresta's solutions
• 1-5 Years relevant experience

Skills

• * Excellent written and verbal communication skills to effectively communicate insights and collaborate with customers and internal teams
• * Strong problem-solving skills to analyze complex data and provide actionable recommendations
• * Comfortable working with SaaS software and quickly adapting to new tools and technologies
• * Comfortable speaking with senior level executives at customers
• * Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides
• * 1-5 Years relevant experience
• * Contact center experience preferred
• * Familiarity with speech analytics is preferred, but not critical

Qualifications

Must Haves

• * Excellent written and verbal communication skills to effectively communicate insights and collaborate with customers and internal teams
• * Strong problem-solving skills to analyze complex data and provide actionable recommendations
• * Comfortable working with SaaS software and quickly adapting to new tools and technologies
• * Comfortable speaking with senior level executives at customers
• * Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides
• * 1-5 Years relevant experience

Nice to Haves

• * Contact center experience preferred
• * Familiarity with speech analytics is preferred, but not critical

Benefits

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Flexible vacation time to promote a healthy work-life blend
• Paid parental leave to support you and your family
• Communication & Wellness Stipend
• Comprehensive training and onboarding programs provided by Cresta.
• Opportunities for growth and professional development within the organization.
• Collaborative and supportive work environment with both Cresta and customer teams.
• Bonus
• Equity