Cresta - AI Strategist
Requirements
• Experience: 5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products. • Strategic and commercial skills: A track record of building roadmaps, prioritizing by ROI, and writing business cases that senior stakeholders approve. • Analytical approach: Strong data skills. You are comfortable analyzing conversation or operational data, designing experiments such as A/B tests, and monitoring performance to refine solutions. • Analytical approach: • Technical understanding: Working knowledge of how LLM-based AI agents function, including prompts, tools or function calling, and retrieval-augmented generation. Hands-on experience with an agent project, even a personal one, is a plus. You do not need to write production code, but you can read and reason about system behavior and discuss tradeoffs with engineers. • Technical understanding: • Stakeholder leadership: Experience leading cross-functional work and influencing senior customer stakeholders across CX, Operations, Product, Sales, and IT. • Stakeholder leadership: • Communication: Excellent written, verbal, and presentation skills. You can explain a complex finding to an executive in plain language. • Communication: • Execution: Strong project management skills and a bias for action. You turn ambiguity into a plan and follow it through to results. • Execution: • Mindset: Curious, self-driven, and comfortable learning quickly in a fast-moving startup environment. You are passionate about AI, automation, and the future of customer experience. • Mindset: • Education: Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent experience. • Education: • Familiarity with customer support and contact center operations, including metrics such as AHT, FCR, containment, and QA • Experience with conversation intelligence, speech analytics, or voice-of-customer programs • Background in management consulting, product management, or forward deployed roles • Experience in a startup or high-growth SaaS environment • Comfort with SQL or a BI tool for self-serve analysis
Responsibilities
• AI Strategy and Roadmap • Identify automation and augmentation opportunities across the customer's contact center and wider customer experience operation. • Prioritize initiatives by expected ROI and build a business case for each one. • Build and maintain the customer's enterprise AI roadmap, and keep it current as priorities and Cresta capabilities change. • Align stakeholders across CX, Operations, Product, Sales, and IT on priorities, sequencing, and success criteria. • Conversation Intelligence and Business Insights • Use conversation data to surface customer friction and emerging trends before they show up in other metrics. • Identify operational inefficiencies and the changes that would reduce them. • Measure business impact and report it in terms executives care about, such as containment, handle time, conversion, CSAT, and cost to serve. • AI Innovation and Execution • Stay current on new Cresta features and bring the relevant ones to customers early. • Pilot emerging AI capabilities, define how success will be judged, and decide with the customer whether to scale them. • Optimize live AI Agents by analyzing performance, reviewing conversations, and recommending changes to prompts, workflows, and configurations. • Coordinate deployments with FDEs, FDPMs, and customer teams, including milestones, timelines, and dependencies. • Measure realized value after launch and report it back against the original business case.
Benefits
• We offer a comprehensive and people-first benefits package to support you at work and in life: • Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees • 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.
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