Embedded Expert - SaaS Software (Contact Center)

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. 

Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu, founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.

Job Description:

Cresta is seeking an Embedded Expert to join our team and work closely with our customers in a tactical execution role. As an Embedded Expert, you will be responsible for configuring and maintaining our self-service product, as well as sharing insights and building insight/performance reports. Additionally, you will monitor trends and anomalies using the Cresta application, respond to ad hoc business requests for analysis, and provide ongoing mentoring and support for our customers' own analysts.

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

Qualifications:

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

Perks & 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.

Compensation At Cresta:

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Compensation for this position includes a Base salary + Bonus + Equity.

Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.

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