AI Strategist

The role

You will act as an embedded AI leader for customers to connect business needs with Cresta's AI capabilities. You will identify automation opportunities, build roadmaps, and optimize deployed AI to prove business impact.

What you will do

• Identify automation and augmentation opportunities across customer operations.
• Prioritize initiatives by expected ROI and build business cases.
• Build and maintain the customer's enterprise AI roadmap.
• Align stakeholders across CX, Operations, Product, Sales, and IT.
• Use conversation data to surface customer friction and emerging trends.
• Identify operational inefficiencies and necessary changes.
• Share Voice of Customer insights with customer leadership and product teams.
• Measure and report business impact like containment, handle time, and CSAT.
• Pilot emerging AI capabilities and decide whether to scale them.
• Optimize live AI Agents by recommending changes to prompts, workflows, and configurations.

Required qualifications

• 5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles.
• Track record of building roadmaps, prioritizing by ROI, and writing business cases.
• Strong data skills for analyzing conversation or operational data and designing experiments.
• Working knowledge of how LLM-based AI agents function, including prompts, tools or function calling, and retrieval-augmented generation.
• Experience leading cross-functional work and influencing senior customer stakeholders.
• Excellent written, verbal, and presentation skills.
• Strong project management skills.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent experience.

Nice to have

• Hands-on experience with an agent project
• 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

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible PTO
• Paid parental leave
• Retirement savings plan
• Remote work setup budget
• Monthly wellness and communication stipend
• In-office meal program and commuter benefits provided for onsite employees

Before you apply

• Cresta may use AI tools in the recruiting process which require human review and oversight.
• Candidates may request an exception or accommodation for review during the interview process.
• All Cresta recruiting email communications will always come from the @cresta.ai domain.

About the company

Cresta's unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence. The company was born from the Stanford AI Lab.