AI Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify opportunities for automation and enhancement within the customer's contact center and broader customer experience operations.

• Prioritize initiatives based on anticipated ROI and develop robust business cases.

• Construct and uphold the customer's enterprise AI roadmap.

• Collaborate with stakeholders from CX, Operations, Product, Sales, and IT to align on priorities, sequencing, and success metrics.

• Utilize conversation data to reveal customer pain points and emerging trends.

• Recognize operational inefficiencies and suggest improvements.

• Convey Voice of Customer insights to customer leadership and Cresta product teams.

• Assess and report on business impact using metrics such as containment, handle time, conversion, CSAT, and cost to serve.

• Keep abreast of Cresta features and introduce relevant capabilities to customers.

• Test new AI capabilities, establish success criteria, and determine whether to expand their usage.

• Enhance live AI Agents by evaluating performance, analyzing conversations, and proposing changes to prompts, workflows, and configurations.

• Coordinate deployments with FDEs, FDPMs, and customer teams.

• Evaluate the realized value post-launch against the initial business case.

⛳️ Requirements

• A minimum of 5 years in technology consulting, strategy, product, analytics, implementation, or customer success roles, preferably with AI or LLM-first products.

• Proven experience in developing roadmaps, prioritizing based on ROI, and drafting business cases that gain approval from senior stakeholders.

• Strong analytical skills, particularly in analyzing conversation or operational data, designing experiments like A/B tests, and tracking performance.

• Familiarity with LLM-based AI agents, encompassing prompts, tools or function calling, and retrieval-augmented generation.

• Capability to interpret and evaluate system behavior and engage in discussions about trade-offs with engineers; production coding is not a requirement.

• Experience in leading cross-functional initiatives and influencing senior stakeholders across CX, Operations, Product, Sales, and IT.

• Exceptional written, verbal, and presentation skills.

• Strong project management abilities and a proactive approach.

• Inquisitive, self-motivated, and adept at rapid learning in a dynamic startup setting.

• Bachelor's degree in Business, Computer Science, Engineering, or a related discipline, or equivalent experience.

• Understanding of customer support and contact center operations, including AHT, FCR, containment, and QA.

• Experience with conversation intelligence, speech analytics, or voice-of-customer initiatives.

• Background in management consulting, product management, or roles that require deployment of solutions.

• Experience in a startup or fast-growing SaaS environment.

• Proficient with SQL or a BI tool for self-service analysis.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with plans tailored for you and your family.

• Flexible PTO allowing you to take the necessary time off as needed.

• Paid parental leave for all new parents welcoming a child into their family.

• Retirement savings plan to assist in future financial planning.

• Budget for remote work setup to facilitate a productive home office environment.

• Monthly wellness and communication stipend to help you stay connected and balanced.

• In-office meal program and commuter benefits available for onsite employees.

• Equity included as part of the total compensation package.