Embedded Expert - SaaS Software (Contact Center)

United States

Apply with AI Apply

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, SaaS, Contact Center TechnologyIndustries

Requirements

Candidates should have 1-5 years of relevant experience and be comfortable working with SaaS software, quickly adapting to new tools and technologies. Proficiency in Microsoft Word, Excel, and PowerPoint/Google Slides is required, along with excellent written and verbal communication and strong problem-solving skills. Familiarity with speech analytics is preferred, and contact center experience is a plus. The ability to confidently speak with senior-level executives is also necessary.

Responsibilities

The Embedded Expert will work closely with customers to operationalize program strategies using Cresta's self-service product, Opera, including obtaining certification and utilizing keyword and utterance rules. They will monitor trends and anomalies using Cresta's voice analytics tools to identify emerging topics and insights in customer conversations, and align customer business priorities with contact center operations. The role involves responding to ad hoc business requests for analysis, providing actionable insights, and offering ongoing mentoring and support to customer analysts. Collaboration with Cresta and customer teams to drive success and maximize solution value is also a key responsibility.

Skills

Machine Learning

Contact Center Operations

SaaS

Data Analysis

Reporting

Customer Support

Mentoring

Cresta

AI-powered coaching for sales teams

About Cresta

Cresta focuses on enhancing business outcomes through AI-powered coaching and assistance, particularly for sales teams. Its main product, Cresta for Sales, analyzes all sales conversations to identify performance gaps and provide real-time coaching, helping businesses improve their sales efficiency. This service is available on a subscription basis and is suitable for companies of all sizes across various industries. Cresta also offers a chatbot service that automates repetitive conversations, allowing sales agents to concentrate on more complex tasks. The patented Real-Time Intelligence Engine continuously learns from interactions to highlight effective behaviors, giving businesses a competitive edge. Clients have reported notable improvements, including faster response times and increased sales conversions.

Palo Alto, CaliforniaHeadquarters

2017Year Founded

$268.5MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Competition from AI giants like Google and Microsoft threatens Cresta's market share.

Rapid AI advancements may render Cresta's offerings outdated without continuous innovation.

Expansion into Romania and India may face operational challenges and increased costs.

Differentiation

Cresta's Real-Time Intelligence Engine offers unique AI-driven insights for sales improvement.

The company provides AI-powered coaching, enhancing sales team performance with real-time feedback.

Cresta's chatbot service reduces repetitive tasks, allowing agents to focus on complex issues.

Upsides

Cresta's $125M Series D funding boosts product development and market expansion.

Recognition in Forbes AI 50 list enhances Cresta's credibility and market presence.

Human-in-the-loop AI capabilities improve customer service interactions and satisfaction.

Land your dream remote job 3x faster with AI

Try Jobo Free