Cresta - Conversational Design, Demo Engineer
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Requirements
• Strong alignment with Cresta’s culture and values — driven by a genuine desire to make people’s lives easier, even in fast-paced and high-pressure environments. Demonstrates resilience, positivity, and ownership, with the ability to maintain energy and focus when workloads are demanding. Brings a growth mindset, remains coachable, and continuously seeks new ideas to improve collaboration, team dynamics, and collective progression • Deep understanding of contact center operations, performance metrics, and workflows across industries such as financial services, insurance, retail, and telecommunications. Clear awareness of the ongoing market shifts transforming contact centers — including AI adoption, automation, agent augmentation, omnichannel engagement, and operational efficiency mandates. • Strong perspective on evolving contact center technologies and the tools agents use daily. Ability to think from both the agent and end-customer viewpoint, identifying how conversational intelligence and AI agents can simplify workflows, reduce friction, and improve overall experience. Prior hands-on contact center exposure is highly valued. • Knowledge of industry-specific challenges and structural changes impacting contact center verticals today, and a clear understanding of how conversational AI and AI agents can streamline operations, improve compliance, drive retention, and enhance service quality. • Experience collaborating cross-functionally with Solution Engineers, Sales, and Product teams in pre-sales, demo, or POC-driven environments. • Minimum 3+ years of experience in conversational design, including building bots, virtual agents, AI-driven workflows, or conversation analytics solutions. • Fluency in a second language is a plus.
Responsibilities
• Collaborate closely with Solution Engineers and Demo Engineering to design and deliver high-impact, AI-driven demos, Proofs of Concept (POCs), and Conversation Assessments that clearly articulate Cresta’s value in real-world customer scenarios. • Develop and generate high-quality synthetic conversations and AI model behaviors that realistically simulate customer interactions and bring priority use cases to life in pre-sales environments. • Conduct in-depth Conversation Assessments and data analyses to uncover opportunity areas, quantify measurable impact, and build compelling business cases for net-new logo acquisition and upsell expansion. • Continuously enhance demo environments by strengthening QA/QM frameworks, reporting layers, behavioral configurations, intent mining, metadata generation, and dashboard development to ensure accuracy, realism, and actionable insight. • Design dashboards that tell a compelling business story. Be meticulous in defining metadata layers and required attributes to make demo environments feel authentic and industry-specific • Pro in Establishing structured Gen AI frameworks for e.g. complaint detection, customer experience measurement, repeat call analysis, and other traditionally subjective evaluation areas using Generative AI best practices. Develop scalable methodologies that move beyond keyword-based logic toward AI-driven contextual understanding. • Lead the design of QA automation frameworks that maximize projection and coverage through a combination of GenAI capabilities and advanced keyword features, reducing subjectivity while increasing consistency, accuracy, and scalability. • Build cross-vertical expertise (e.g., insurance, banking, telecom, retail, hospitality) and adapt tone, workflows, and interaction strategies to reflect each industry’s operational nuances and KPIs. • Strategize and design scalable demo accounts that can be provisioned as sandbox environments for clients. Own end-to-end maintenance, optimization, and governance of these accounts to ensure readiness and reliability.Develop structured GTM templates and reusable demo narratives for Solution Engineers aligned to key use cases, enabling consistent and compelling storytelling during customer engagements. • Design and deploy AI Agent experiences using flow-based, prompt-based, and hybrid architectures across both voice and chat channels. • Contribute forward-thinking ideas on product scalability, feature evolution, and competitive differentiation. Analyze competitor approaches and proactively recommend ways to outpace the market.Challenge the status quo by introducing innovative, scalable processes and frameworks that improve efficiency, repeatability, and demo impact. • Support and enhance Cresta’s Opera Enablement Program, empowering customers to independently design, build, test, and QA their own AI models within structured best-practice frameworks
Benefits
• 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. • 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]
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