AI Strategist
Core
Embedded AI leader for customers who connects customer needs with Cresta's AI capabilities to build roadmaps, optimize live agents, and prove business impact.
Role type
Senior IC AI Strategist
Builds
Customer enterprise AI roadmaps, prioritized initiative plans, and optimized AI agent workflows
Domain
Customer Experience (CX) and Contact Center Operations
Deliverable
production ML models
Required skills
AI strategy and roadmap building, ROI analysis and business case creation, conversation data analysis, LLM and agent architecture understanding, stakeholder leadership, project management
Preferred skills
Contact center operations metrics (AHT, FCR, containment), conversation intelligence experience, management consulting background, startup environment experience, SQL or BI tool proficiency
Technologies
LLMs, Retrieval-Augmented Generation (RAG), Function Calling, SQL, BI tools
Responsibilities
Identify automation and augmentation opportunities across contact centers; Prioritize initiatives by expected ROI and build business cases; Build and maintain customer enterprise AI roadmaps; Align stakeholders on priorities and success criteria; Use conversation data to surface friction and operational inefficiencies; Pilot emerging AI capabilities and decide on scaling; Optimize live AI agents by analyzing performance and recommending changes; Coordinate deployments with engineering and product teams; Measure realized value against original business cases.
