AI Strategist

About the role

As an AI Strategist, you will serve as the embedded AI leader for customers, connecting business needs with Cresta's AI capabilities to drive measurable results. You will identify opportunities for automation and augmentation, build strategic roadmaps, and optimize live AI agents to ensure maximum business impact. This role requires a blend of analytical, commercial, and technical skills to lead cross-functional initiatives and influence senior stakeholders.

Responsibilities

• Identify automation and augmentation opportunities across customer contact center operations.
• Prioritize initiatives by expected ROI and build business cases for stakeholders.
• Build and maintain enterprise AI roadmaps aligned with customer priorities.
• Align cross-functional stakeholders across CX, Operations, Product, Sales, and IT.
• Use conversation data to surface customer friction and operational inefficiencies.
• Measure and report business impact using metrics like containment, handle time, and CSAT.
• Pilot emerging AI capabilities and optimize live AI agents through performance analysis.

Required skills

• AI strategy
• Roadmap development
• Business case development
• Data analysis
• LLM-based AI agents
• Stakeholder management
• Project management
• Experiment design

Nice to have

• Contact center operations
• Conversation intelligence
• Speech analytics
• Management consulting
• Product management
• SQL
• BI tools

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or a related field
• Equivalent practical experience

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible PTO
• Paid parental leave
• Retirement savings plan
• Remote work setup budget
• Monthly wellness and communication stipend

About the Company

Cresta unlocks the potential of customer experience through a unified AI platform that combines conversational AI agents, real-time human agent augmentation, and conversation intelligence. Born from the Stanford AI Lab, the company is backed by leading investors and led by experts in AI-driven customer experiences.