5 months ago
Remote, IndiaMid Level
Responsibilities
- Collaborate with Solution Engineers and Demo Engineering to design and deliver AI-driven demos, proofs of concept, and conversation assessments.
- Generate realistic synthetic conversations and AI model behaviors for customer use cases.
- Analyze conversations and data to identify opportunities, quantify impact, and build business cases for new business and upsell opportunities.
- Enhance demo environments through QA/QM frameworks, reporting layers, behavioral configurations, intent mining, metadata generation, and dashboards.
- Establish GenAI frameworks for complaint detection, customer experience measurement, repeat-call analysis, and other contextual evaluations.
- Lead QA automation frameworks combining GenAI capabilities and advanced keyword features to improve coverage, consistency, accuracy, and scalability.
- Adapt conversational tone, workflows, and interaction strategies across industries including insurance, banking, telecommunications, retail, and hospitality.
- Design, provision, maintain, optimize, and govern scalable sandbox demo accounts.
- Develop reusable go-to-market templates and demo narratives for Solution Engineers.
- Design and deploy AI agent experiences using flow-based, prompt-based, and hybrid architectures across voice and chat.
- Analyze competitors and recommend product, process, and differentiation improvements.
- Support the Opera Enablement Program so customers can design, build, test, and QA their own AI models within structured frameworks.
Requirements
- At least 3 years of experience in conversational design, including building bots, virtual agents, AI-driven workflows, or conversation analytics solutions.
- Deep understanding of contact center operations, performance metrics, and workflows across industries such as financial services, insurance, retail, and telecommunications.
- Knowledge of conversational AI, AI agents, contact center technology, automation, agent augmentation, omnichannel engagement, and operational efficiency.
- Experience collaborating with Solution Engineers, Sales, and Product teams in pre-sales, demo, or proof-of-concept environments.
- Prior hands-on contact center experience is highly valued.
- Fluency in a second language is a plus.
- Ability to understand agent and end-customer perspectives and adapt conversational experiences to industry-specific requirements.
- Alignment with Cresta’s culture and values, including ownership, resilience, coachability, and a growth mindset.
Categories
Solutions Engineering
About Cresta
Cresta builds a generative AI platform for contact centers, combining AI agents, real-time agent assistance, conversation intelligence, and quality/coaching tools. It sells enterprise software to customer-support and sales organizations to automate and improve conversations across voice and digital channels. Founded in 2017 and headquartered in Sunnyvale, California, the privately held company counts brands such as Alaska Airlines, Cox Communications, Intuit, United Airlines, and Marriott among its customers.