Cresta AI Administrator
Core
Configure and maintain Cresta's self-service product (Opera) for customers, utilizing keyword/utterance rules and voice analytics to identify key moments and emerging topics in contact center conversations.
Role type
Customer-facing AI Administrator / Embedded Expert
Builds
Operationalized AI-driven customer experience programs for contact centers
Domain
Contact Center AI / Customer Experience
Deliverable
production ML models | dashboards & analysis
Required skills
Contact center operations, keyword and utterance rule configuration, voice analytics tool usage, trend and anomaly monitoring, ad hoc data analysis, mentoring customer analysts, SaaS software adaptation, executive communication
Preferred skills
Speech analytics familiarity, Microsoft Office/Google Slides proficiency
Technologies
Cresta Opera, Cresta voice analytics tools, Microsoft Word, Excel, PowerPoint, Google Slides
Responsibilities
Operationalize customer program strategy using Cresta's self-service product, configure keyword and utterance rules to identify key conversation moments, utilize voice analytics to communicate emerging topics, monitor trends and anomalies in customer conversations, respond to ad hoc business requests for analysis, provide ongoing mentoring and support to customer analysts
Seniority
Mid-level, hands-on IC