Embedded AI Expert

Neura Market; Northern (KY); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

Flexible vacation

Parental leave

Stipend for communication & wellness

Training & onboarding programs

Growth opportunities

Collaborative environment

Job summary

Cresta is seeking an Embedded AI Expert to join our team, working closely with customers in a tactical role. You will configure and maintain our self-service product, share insights, and build reports while mentoring customers' analysts.

You will leverage Opera certification, speech analytics, and our analytics tools to deliver actionable insights, monitor trends, and align business priorities with contact center operations.

Qualifications

• Experience in contact center environments and delivering insights from data.
• Excellent written and verbal communication with customers and teams.
• Strong analytical skills to translate data into actionable recommendations.

Responsibilities

• Operationalize client programs using Cresta's self-service Opera.
• Obtain Opera certification and set up keyword/utterance rules.
• Use voice analytics to identify topics and communicate insights to customers.
• Monitor trends and anomalies to identify emerging topics.
• Align customer priorities with contact center operations.
• Respond to ad hoc analysis requests with actionable insights.
• Mentor and support customers' analysts in tool usage.
• Collaborate with Cresta teams and customers to maximize value.

Skills

Contact center experience

Strong communication

Problem solving

Executive communication

SaaS software

Speech analytics familiarity

Microsoft Word, Excel, PowerPoint/GS

Tools

Microsoft Word

Excel

PowerPoint

Google Slides

Job description

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 a Embedded AI Expert to join our team and work closely with our customers in a tactical execution role. As an Embedded AI 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 Creta'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.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Salary Range: $100,000 - $140,000 + Bonus + Equity