Embedded Expert, Cresta
SaaS Software, Contact Center
+ Bonus + Equity
Real-time intelligence for contact centers
Open for applications
Real-time intelligence for contact centers
501-1000 employees
Open for applications
+ Bonus + Equity
501-1000 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- Contact center experience preferred
- Excellent written and verbal communication skills to effectively communicate insights and collaborate with customers and internal teams
- Strong problem-solving skills to analyze complex data and provide actionable recommendations
- Comfortable working with SaaS software and quickly adapting to new tools and technologies
- Comfortable speaking with senior level executives at customers
- Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides
- Familiarity with speech analytics is preferred, but not critical
- 1-5 Years relevant experience
What the job involves
- Cresta is seeking an Embedded Expert to join our team and work closely with our customers in a tactical execution role
- As an Embedded Expert, you will be responsible for configuring and maintaining our self-service product, as well as sharing insights and building insight/performance reports
- Additionally, you will monitor trends and anomalies using the Cresta application, respond to ad hoc business requests for analysis, and provide ongoing mentoring and support for our customers' own analysts
- Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera
- Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations and set up resulting actions
- Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer
- Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations
- Use Cresta's self-service tools to align the customer's business priorities with the contact center operations
- Respond to ad hoc business requests for analysis and provide actionable insights derived from contact center data
- Offer ongoing mentoring and support to the customer's own analysts, guiding them in effectively utilizing Cresta tools
- Collaborate closely with the Cresta team and customers to drive success and maximize the value of Cresta's solutions
Our take
Cresta is an innovative customer service platform which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees and analyses why they outperform their colleagues before providing personalised guidance to other members of staff.
This unique approach enables the rapid sharing of best practices, and both improves and consistently implements customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition, the machine learning aspect of Cresta enables companies to continuously optimise their performance.
Given that businesses globally spend over a trillion dollars on customer service calls each year, Cresta has a massive opportunity if it can continue to improve this aspect of its business for its clients. The company has already been recognised as an innovator in the space, with Forbes naming it one of the best startup employers of 2026, and the expansion of its AI solutions suggests it's poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$125m
SERIES D
Mar 2022
$80m
SERIES C
Total funding: $276m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company HQ
Heritage District, Sunnyvale, CA
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