Cresta - Conversation Designer

Position Overview

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster.

Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.

We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the Role

As a Conversation Designer, you will be responsible for ensuring best-in-class high quality AI conversation models that offer real-time coaching and assistance for our customers' contact center agents, and designing conversational experiences for virtual agents for both voice and chat. The role is highly collaborative and will require that you work closely with cross-functional team members from Machine Learning, Data Science, Project Management, Customer Success, Product Leadership, and Engineering. You will also be responsible for working directly with customers to get alignment on our overall solution design and to enable customers to build their own models using Cresta Opera, our proprietary self-service tool.

Responsibilities

• Lead customer AI Delivery projects, designing, building, deploying, and tuning AI solutions for multiple customers simultaneously.
• Collaborate with internal and external stakeholders to design and build solutions that help customers achieve their business objectives using Cresta’s AI product suite.
• Design solutions for contact centers in sales, retention, collections, and customer service across a range of verticals, from financial services to telecommunications and everything in between.
• Lead model maintenance efforts to ensure that Cresta’s AI models continue to meet our quality standards.
• Deliver Cresta’s Opera Enablement Program to key customer stakeholders, empowering them to design, build, and QA their own AI Models using Cresta Opera.
• Design and develop virtual agent solutions for customers using flow-based, prompt-based, and hybrid virtual agent platforms.

Qualifications We Value

• Strong communication skills (verbal and written).
• Ability to appropriately prioritize and manage multiple projects simultaneously.
• Desire to work in a fast-paced environment with the opportunity to learn and develop a wide range of skills.
• 2 years of experience in conversational design as a Conversation Designer/Architect (e.g. building bots, conversational AI).
• Experience presenting complex solutions to key customer stakeholders.
• Fluency in a second language (preferred).
• Background in Linguistics preferred.
• Experience with prompt engineering preferred.
• Experience with Dialogflow CX preferred.

Perks & Benefits

• A variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Paid parental leave to support you and your family.
• Monthly Health & Wellness allowance.
• Work from home office stipend to help you succeed in a remote environment.
• Lunch reimbursement for in-office employees.
• Flexible Paid Time Off (PTO).

Compensation

Compensation for this position includes a base salary.