AI Strategist

Join Cresta as an AI Strategist, where you will be the embedded AI leader for our customers. You will connect customer conversations, business needs, and Cresta's AI capabilities to create a prioritized plan and measurable results. Your focus will be on optimizing deployed AI, identifying automation and augmentation opportunities, and measuring business impact. You will work closely with cross-functional teams and senior stakeholders in CX, Operations, Product, Sales, and IT.

Responsibilities

• Identifying automation and augmentation opportunities across the customer's contact center and wider customer experience operation.
• Building and maintaining the customer's enterprise AI roadmap, and keeping it current as priorities and Cresta capabilities change.
• Measuring business impact and reporting it in terms executives care about, such as containment, handle time, conversion, CSAT, and cost to serve.
• Analytical approach: Strong data skills. You are comfortable analyzing conversation or operational data, designing experiments such as A/B tests, and monitoring performance to refine solutions
• Stakeholder leadership: Experience leading cross-functional work and influencing senior customer stakeholders across CX, Operations, Product, Sales, and IT

Requirements

• Execution: Strong project management skills and a bias for action. You turn ambiguity into a plan and follow it through to results
• Education: Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent experience
• Strategic and commercial skills: A track record of building roadmaps, prioritizing by ROI, and writing business cases that senior stakeholders approve
• Technical understanding: Working knowledge of how LLM-based AI agents function, including prompts, tools or function calling, and retrieval-augmented generation. Hands-on experience with an agent project, even a personal one, is a plus. You do not need to write production code, but you can read and reason about system behavior and discuss tradeoffs with engineers
• Communication: Excellent written, verbal, and presentation skills. You can explain a complex finding to an executive in plain language
• Mindset: Curious, self-driven, and comfortable learning quickly in a fast-moving startup environment. You are passionate about AI, automation, and the future of customer experience
• Experience: 5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products
• Familiarity with customer support and contact center operations, including metrics such as AHT, FCR, containment, and QA
• Experience with conversation intelligence, speech analytics, or voice-of-customer programs
• Background in management consulting, product management, or forward deployed roles
• Comfort with SQL or a BI tool for self-serve analysis

Preferred

• Experience in a startup or high-growth SaaS environment

Pay

USD 150,000 - 200,000