About this role.
Cresta is hiring a remote US Embedded AI Expert to help customers operationalize their contact-center strategies through its Opera self-service product and voice analytics tools. The role configures keyword and utterance rules, monitors conversation trends and anomalies, and delivers insight and performance reporting. The expert will handle ad hoc analyses, translate findings into actionable recommendations, and mentor customer analysts. Candidates need 1–5 years of relevant experience, strong written and verbal communication, analytical problem-solving ability, and comfort with SaaS tools and senior customer stakeholders. Contact-center and speech-analytics experience are preferred, while Cresta provides product training and onboarding.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Embedded AI Expert role at Cresta. My experience analyzing customer interactions, translating operational needs into actionable configurations, and communicating insights to stakeholders would enable me to help customers realize measurable value from Opera and Cresta’s conversation intelligence platform.
I bring a consultative, data-driven approach to identifying trends, investigating anomalies, and delivering clear recommendations for contact center teams and senior leaders. I would also welcome the opportunity to mentor customer analysts and partner closely with Cresta teams to improve program outcomes.
Thank you for your consideration. I would value the opportunity to discuss how my analytics, customer-facing, and SaaS implementation skills can support Cresta’s customers.
Sample interview questions
I would first confirm the business question, decision owner, and success metric. I would then segment the relevant conversations, investigate trends and outliers using the platform, validate the finding against operational context, and present a concise recommendation with expected impact and next steps.
I would begin by understanding the customer’s program goals and the behaviors or outcomes they need to identify. I would build and test keyword and utterance rules against representative conversations, refine them for precision and recall, and document the logic so customer analysts can maintain it confidently.
I would quantify the change, check whether it is consistent across channels, teams, and time periods, and review underlying conversations for likely drivers. I would distinguish data-quality issues from real operational changes, communicate the evidence clearly, and recommend an owner and action plan.
I tailor the level of detail to the audience: a short narrative focused on business impact, risks, and decisions for executives, with supporting metrics and examples available for analysts. I avoid jargon, state confidence and limitations, and close with specific actions.
I use guided practice on real use cases, simple documentation, and recurring working sessions rather than one-time training. I assess whether analysts can independently configure rules, interpret results, and explain recommendations, then address gaps through feedback and examples.
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. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day.
Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu, founded and led Google’s Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.
Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.
Job Description:
Cresta is seeking a Embedded AI Expert to join our team and work closely with our customers in a tactical execution role. As an Embedded AI Expert, you will be responsible for configuring and maintaining our self-service product, as well as sharing insights and building insight/performance reports. Additionally, you will monitor trends and anomalies using the Cresta application, respond to ad hoc business requests for analysis, and provide ongoing mentoring and support for our customers’ own analysts.
Responsibilities:
- 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.
- 1-5 Years relevant experience
Qualifications:
- 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.
Perks & 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.
Compensation at Cresta:
Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.
The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.
Salary Range: $100,000 – $140,000 + Bonus + Equity
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates’ personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
