Embedded Expert – SaaS Software, Contact Center

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

📞 Téléconseiller

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Cresta

Site WebLinkedInTous les Emplois

51 - 200 employés

☁️ SaaS

🤖 Intelligence artificielle

🏢 Entreprise

SaaS • Artificial Intelligence • Enterprise

Cresta est une plateforme d’IA de classe entreprise conçue pour améliorer les performances des centres de contact en intégrant des agents humains et virtuels. L’entreprise propose des outils tels que Conversation Intelligence, Agent Assist et Virtual Agents, qui exploitent une IA générative en temps réel pour améliorer l’expérience client, stimuler la croissance du chiffre d’affaires et accroître la productivité des agents. Grâce à sa plateforme d’IA, Cresta aide les entreprises des secteurs de la finance, des télécommunications et du retail à réduire leurs coûts et à gagner en efficacité en transformant les interactions clients en enseignements exploitables. En se concentrant sur les comportements qui génèrent des résultats commerciaux, Cresta vise à élever le standard du service client et à maximiser le retour sur investissement pour ses clients.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.