Embedded Expert – SaaS Software, Contact Center

🕒 April 2

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Cresta

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.