Embedded AI Specialist for Customer Experience Insights

Cresta; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Flexible vacation time

Paid parental leave

Communication & Wellness Stipend

Comprehensive training and onboarding

Growth and development opportunities

Collaborative work environment

Job summary

Cresta is seeking an Embedded AI Expert to join our team and work closely with our customers in a tactical execution role. You will configure and maintain our self-service product, as well as sharing insights and building insight/performance reports.

You will monitor trends using Cresta’s analytics tools, respond to ad hoc business requests for analysis, and provide ongoing mentoring to customers’ analysts while collaborating with Cresta teams to maximize the value of our solutions.

Qualifications

• 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.

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

Job description

Cresta is seeking an Embedded AI Expert to join our team and work closely with our customers in a tactical execution role. You will configure and maintain our self-service product, as well as sharing insights and building insight/performance reports.

You will monitor trends using Cresta’s analytics tools, respond to ad hoc business requests for analysis, and provide ongoing mentoring to customers’ analysts while collaborating with Cresta teams to maximize the value of our solutions.