Cresta - Embedded Expert - SaaS Software (Contact Center)
Requirements
• 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
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. • 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 • $100,000 - $140,000 + Bonus + Equity • 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 [email protected] • Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact [email protected] (if you are opting out, please use the subject ‘Opt-Out’ in your email).Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.Recruiting impersonation scams: 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. • Our use of AI in recruiting: • Recording & AI transcription: • Recruiting impersonation scams:
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