Embedded Expert - Saas Software (contact Center)

Cresta Cresta · Vertical AI · United States · Remote · Customer Success

This role is for an Embedded Expert focused on configuring and maintaining a SaaS product for contact centers, analyzing conversation data, and supporting customer analysts. While the company develops AI products, this specific role is customer-facing and focused on product utilization and analysis rather than core AI/ML development.

What you'd actually do

  1. Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera.
  2. Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations and set up resulting actions.
  3. Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer.
  4. Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations.
  5. Use Cresta's self-service tools to align the customer's business priorities with the contact center operations.

Skills

Required

  • Excellent written and verbal communication skills
  • Strong problem-solving skills
  • Comfortable working with SaaS software
  • Comfortable speaking with senior level executives at customers
  • Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides

Nice to have

  • Contact center experience preferred
  • Familiarity with speech analytics is preferred

What the JD emphasized

  • 1-5 Years relevant experience