Embedded Expert – SaaS Software, Contact Center

🕒 Abril 2

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Representante de Call Center

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Cresta

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

🤖 Inteligência Artificial

🏢 Corporativo

SaaS • Artificial Intelligence • Enterprise

A Cresta é uma plataforma de IA de nível empresarial projetada para melhorar o desempenho dos centros de contato, integrando agentes humanos e virtuais. A empresa fornece ferramentas como Inteligência de Conversação, Assistência ao Agente e Agentes Virtuais, que utilizam IA generativa em tempo real para aprimorar as experiências dos clientes, impulsionar o crescimento da receita e aumentar a produtividade dos agentes. Por meio de sua plataforma de IA, a Cresta ajuda empresas em setores como finanças, telecomunicações e varejo a reduzir custos e aumentar a eficiência, transformando interações com clientes em insights acionáveis. Ao focar em comportamentos que impulsionam resultados de negócios, a Cresta busca elevar o padrão de serviço ao cliente e maximizar o retorno sobre investimento para seus clientes.

Descrição

• Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera. • Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations and set up resulting actions. • Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer. • Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations. • Use Cresta's self-service tools to align the customer's business priorities with the contact center operations. • Respond to ad hoc business requests for analysis and provide actionable insights derived from contact center data. • Offer ongoing mentoring and support to the customer's own analysts, guiding them in effectively utilizing Cresta tools. • Collaborate closely with the Cresta team and customers to drive success and maximize the value of Cresta's solutions.

🎯 Requisitos

• 1-5 Years relevant experience • Contact center experience preferred. • Excellent written and verbal communication skills to effectively communicate insights and collaborate with customers and internal teams. • Strong problem-solving skills to analyze complex data and provide actionable recommendations. • Comfortable working with SaaS software and quickly adapting to new tools and technologies. • Comfortable speaking with senior level executives at customers • Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides. • Familiarity with speech analytics is preferred, but not critical.

🏖️ Benefícios

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs • Flexible vacation time to promote a healthy work-life blend • Paid parental leave to support you and your family • Communication & Wellness Stipend • Comprehensive training and onboarding programs provided by Cresta. • Opportunities for growth and professional development within the organization. • Collaborative and supportive work environment with both Cresta and customer teams.