Director of Conversation Design

21 hours ago

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Cresta

WebsiteLinkedInAll Job Openings

AI • Machine Learning • Voice • Chat • Contact Center

201 - 500

Description

• Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. • Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. • We are seeking a dynamic and experienced Director of AI Delivery and Conversation Design to lead and manage our professional services team, focused on AI model building, Product enablement, and Virtual Agent services. • This role is pivotal in ensuring our team delivers high-quality solutions, drives continuous improvement, and aligns closely with our strategic goals.

Requirements

• Bachelor’s degree in Linguistics, Engineering, AI, or a related field; advanced degree preferred • Proven experience (2+ years) in managing professional services teams • Direct experience/knowledge of Conversational Design projects is required (ex: Agent Assist, Voicebot or Chatbot designing experiences) • Strong understanding of AI methodologies, frameworks, and conversational design principles • Excellent leadership, coaching, and team management skills • Experience with OKRs and performance metrics development • Demonstrated ability to improve operational processes and methodologies • Strong interpersonal skills with the ability to build effective relationships across various functions • Proficiency in scoping and negotiating Statements of Work (SOWs) and understanding enterprise sales dynamics • Ability to act as a customer escalation point and manage complex customer interactions

Benefits

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs • Paid parental leave to support you and your family • Monthly Health & Wellness allowance • Work from home office stipend to help you succeed in a remote environment • Lunch reimbursement for in-office employees • PTO: Flexible