Cresta is an AI platform for customer conversations that combines AI agents, real-time support for human agents, and conversation intelligence. Customers include United Airlines, Cox Communications, and Marriott. Cresta originates from the Stanford AI Lab and has secured more than $270 million in funding from investors including a16z, Greylock, and Sequoia. CEO Ping Wu previously founded and led Google's Contact Center AI and Vertex AI platforms. As an AI Strategist, you serve as the embedded AI leader for customers, connecting what customers express in conversations, what their business requires most, and what Cresta's AI can deliver into a prioritized plan with measurable results. You identify where automation and augmentation create the most value, build the roadmap, and ensure work is delivered and delivers returns. You will not build AI Agents from scratch; Forward Deployed Engineers and Forward Deployed Product Managers handle creation and deployment. Your focus is on improving deployed AI: identifying the next opportunity, optimizing existing live systems, piloting new Cresta capabilities, and demonstrating business impact. You work credibly with senior stakeholders across CX, Operations, Product, Sales, and IT, and are technical enough to collaborate closely with FDEs and FDPMs while providing product and engineering a tight feedback loop. Responsibilities include: identifying automation and augmentation opportunities across the contact center and broader customer experience operation; prioritizing initiatives by expected ROI and building a business case for each; building and maintaining the customer's enterprise AI roadmap as priorities and capabilities change; aligning stakeholders on priorities, sequencing, and success criteria; using conversation data to surface customer friction and emerging trends before they appear in other metrics; identifying operational inefficiencies and changes that reduce them; sharing Voice of Customer insights with customer leadership and Cresta product teams; measuring and reporting business impact in terms such as containment, handle time, conversion, CSAT, and cost to serve; staying current on new Cresta features and bringing relevant ones to customers early; piloting emerging AI capabilities and defining success criteria before deciding to scale; optimizing live AI Agents by analyzing performance, reviewing conversations, and recommending changes to prompts, workflows, and configurations; coordinating deployments with FDEs, FDPMs, and customer teams including milestones, timelines, and dependencies; and measuring realized value after launch against the original business case. Requirements: 5+ years of experience in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products; a track record of building roadmaps, prioritizing by ROI, and writing business cases approved by senior stakeholders; 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 agent functionality including prompts, tools or function calling, and retrieval-augmented generation, with hands-on agent project experience as a plus, though production code writing 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 with a bias for action; a curious, self-driven mindset suited to a fast-moving startup environment; a bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent experience. Preferred qualifications include familiarity with customer support and contact center operations with metrics such as AHT, FCR, containment, and QA; experience with conversation intelligence, speech analytics, or voice-of-customer programs; a 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 include comprehensive medical, dental, and vision coverage; flexible PTO; paid parental leave for all new parents welcoming a new child; a retirement savings plan; a remote work setup budget; a monthly wellness and communication stipend; and an in-office meal program and commuter benefits for onsite employees. Compensation: The posted OTE range is $150,000 to $200,000. Equity is offered. Pay is competitive and location-based, with final offers shaped by experience, skills, education, and geography. Total compensation includes equity and a comprehensive benefits package. AI in recruiting: Cresta may use AI tools in recruiting with human review and oversight. For questions or to opt out, contact recruiting@cresta.ai (use subject 'Opt-Out' when opting out). Recording and AI transcription: Candidates are not authorized to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Exceptions may be requested during the interview process. Recruiting scams: All Cresta recruiting emails come from the @cresta.ai domain. Outreach from other sources should be ignored.

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