AI Strategist

Cresta

. Identify automation and augmentation opportunities across the customer's contact center and wider customer experience operation .

Posted 10/7/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and maintaining enterprise AI roadmaps, optimizing AI agents, and leveraging data analytics to drive customer experience improvements. Proficient in aligning cross-functional teams and measuring business impact through key performance metrics.

Highest-signal resume keywords

AI Roadmap DevelopmentData Analysis and Experiment DesignCross-Functional LeadershipCustomer Experience OptimizationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisA/B TestingLLM-Based AI AgentsSQLBusiness Case DevelopmentPerformance MonitoringConversation IntelligenceSpeech AnalyticsOperational Efficiency ImprovementCustomer Support Metrics

Soft Skills

Excellent CommunicationCuriositySelf-DrivenBias for ActionInfluencing Stakeholders

Tools & Technologies

BI ToolsCresta FeaturesConversation Data Analysis

Industry Keywords

Customer ExperienceContact Center OperationsSaaS EnvironmentManagement ConsultingProduct Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Identify automation and augmentation opportunities across the customer's contact center and wider customer experience operation
Prioritize initiatives by expected ROI and build business cases
Build and maintain the customer's enterprise AI roadmap
Align CX, Operations, Product, Sales, and IT stakeholders on priorities, sequencing, and success criteria
Use conversation data to surface customer friction and emerging trends
Identify operational inefficiencies and recommended improvements
Share Voice of Customer insights with customer leadership and Cresta product teams
Measure and report business impact using metrics such as containment, handle time, conversion, CSAT, and cost to serve
Stay current on Cresta features and bring relevant capabilities to customers
Pilot emerging AI capabilities, define success criteria, and decide whether to scale them
Optimize live AI Agents by analyzing performance, reviewing conversations, and recommending prompt, workflow, and configuration changes
Coordinate deployments with FDEs, FDPMs, and customer teams
Measure realized value after launch against the original business case

Requirements

What you’ll need

5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products
Track record of building roadmaps, prioritizing by ROI, and writing business cases that senior stakeholders approve
Strong data skills, including analyzing conversation or operational data, designing experiments such as A/B tests, and monitoring performance
Working knowledge of LLM-based AI agents, including prompts, tools or function calling, and retrieval-augmented generation
Ability to read and reason about system behavior and discuss tradeoffs with engineers; production coding is not required
Experience leading cross-functional work and influencing senior customer stakeholders across CX, Operations, Product, Sales, and IT
Excellent written, verbal, and presentation skills
Strong project management skills and a bias for action
Curious, self-driven, and comfortable learning quickly in a fast-moving startup environment
Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent experience
Familiarity with customer support and contact center operations, including 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
Experience in a startup or high-growth SaaS environment
Comfort with SQL or a BI tool for self-serve analysis

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees
Equity included in total compensation