Embedded AI Expert
Cresta is an enterprise customer-experience AI platform that unifies autonomous AI agents, real-time agent assistance, and conversation intelligence for contact centers.
Funding history
About Cresta
Cresta Intelligence, Inc. operates Cresta, a human-centric AI platform for enterprise contact centers. Its products automate selected customer conversations, assist human agents in real time, and analyze conversations to improve customer experience, revenue, and operating efficiency.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will configure and maintain the self-service product, identify conversation insights, monitor trends and anomalies, and respond to analysis requests. You will help customers align business priorities with contact-center operations and mentor their analysts in using the available tools.
Requirements
- 1 to 5 years of relevant experience
- Contact center experience preferred
- Written and verbal communication skills
- Problem-solving skills
- Experience with SaaS software
- Ability to communicate with senior customer executives
- Proficiency in Microsoft Word, Excel, and PowerPoint or Google Slides
- Speech analytics familiarity preferred
Responsibilities
- Operationalize customer program strategies using the self-service product
- Obtain Opera certification and configure keyword and utterance rules
- Use voice analytics to identify and communicate emerging conversation topics
- Monitor trends and anomalies in customer conversations
- Align customer business priorities with contact-center operations
- Respond to ad hoc analysis requests with actionable insights
- Mentor and support customer analysts
- Collaborate with customers to maximize solution value
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Flexible vacation time
- Paid parental leave
- Communication and wellness stipend
- Equity