Remote AI Strategy Lead for CX Innovation

Bazeta; Northern (KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Comprehensive health benefits

Flexible PTO

Job summary

Cresta is seeking an AI Strategist to lead the integration of AI into customer experience programs. You will translate customer feedback into prioritized roadmaps, identify automations, and build measurable business cases across CX, Operations, Product, Sales, and IT.

You will refine deployed AI capabilities and ensure value is realized for clients. You will collaborate with Forward Deployed Engineers and Product Managers to optimize live AI agents, pilot new features, and drive adoption that

Qualifications

• 5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products.
• Strategic and commercial skills: roadmaps, ROI, and business cases that stakeholders approve.
• Analytical approach with data skills; able to design experiments and monitor performance.
• Technical understanding of how LLM-based AI agents function, prompts, tools, and retrieval-augmented generation.
• Stakeholder leadership across CX, Operations, Product, Sales, and IT; strong communication.
• Excellent written, verbal, and presentation skills; ability to explain complex findings to execs.
• Execution: strong project management, bias for action, and delivering results.
• Mindset: curious, self-driven, fast-moving startup attitude; passion for AI and customer experience.
• Education: Bachelor's degree in Business, CS, Engineering, or related field, or equivalent.

Responsibilities

• Identify automation and augmentation opportunities across the customer's contact center and wider CX operation.
• Prioritize initiatives by ROI and build a business case for each one.
• Maintain and update the customer's enterprise AI roadmap as priorities and Cresta capabilities evolve.
• Align stakeholders across CX, Operations, Product, Sales, and IT on priorities and execution plan.
• Surface customer friction and trends from conversation data to inform improvements.
• Measure business impact with metrics like containment, handle time, CSAT, and cost to serve.
• Pilot new Cresta features, define success criteria, and decide with the customer on scaling.
• Coordinate deployments with FDEs, FDPMs, and customer teams; track milestones and dependencies.

Skills

AI Strategy

Roadmapping

ROI Analysis

Stakeholder Leadership

Data Analysis

LLM Knowledge

Project Management

Communication

Education

Bachelor's degree

Tools

SQL

BI Tools

Job description

Cresta is seeking an AI Strategist to lead the integration of AI into customer experience programs. You will translate customer feedback into prioritized roadmaps, identify automations, and build measurable business cases across CX, Operations, Product, Sales, and IT.

You will refine deployed AI capabilities and ensure value is realized for clients. You will collaborate with Forward Deployed Engineers and Product Managers to optimize live AI agents, pilot new features, and drive adoption that