AI Strategist

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel.

As an AI Strategist, you are the embedded AI leader for our customers. You connect what customers are saying in their conversations, what their business needs most, and what Cresta's AI can do, then turn that into a prioritized plan and measurable results.

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.
• Share Voice of Customer insights with customer leadership and with Cresta product teams.
• 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.

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.
• Technical understanding: Working knowledge of how LLM-based AI agents function, including prompts, tools or function calling, and retrieval-augmented generation.
• Stakeholder leadership: Experience leading cross-functional work and influencing senior customer stakeholders across CX, Operations, Product, Sales, and IT.
• Communication: Excellent written, verbal, and presentation skills.
• Execution: Strong project management skills and a bias for action.
• Mindset: Curious, self-driven, and comfortable learning quickly in a fast-moving startup environment.

Benefits

• 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