Cresta

Embedded Expert – SaaS Software, Contact Center

Cresta

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • 1-5 Years relevant experience
  • 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.
Benefits
  • We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
  • Flexible vacation time to promote a healthy work-life blend
  • Paid parental leave to support you and your family
  • Communication & Wellness Stipend
  • Comprehensive training and onboarding programs provided by Cresta.
  • Opportunities for growth and professional development within the organization.
  • Collaborative and supportive work environment with both Cresta and customer teams.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisspeech analyticskeyword rulesutterance rulesactionable insightsproblem-solving
Soft Skills
written communicationverbal communicationcollaborationmentoringadaptability
Certifications
Opera certification