Conversational Designer - AI Solutions for Contact Centers

About the Role

We are seeking a talented Conversational Designer to join our team at Cresta. In this remote role, you will design and deliver best-in-class AI conversation models that enhance real-time coaching and assistance for contact center agents. You will play a crucial role in transforming customer interactions into valuable insights, leveraging the power of AI to improve efficiency and effectiveness.

What You'll Do

• Own end-to-end AI delivery projects, including discovery, requirements gathering, solution design, build, deployment, QA, and post-launch optimization.
• Manage multiple concurrent customer implementations, balancing timelines, priorities, and stakeholder expectations.
• Partner cross-functionally to define scope, track milestones, mitigate risks, and ensure successful execution of AI solutions.
• Translate customer business objectives into scalable conversational AI solutions across various use cases.
• Drive alignment with customer stakeholders through regular working sessions, solution reviews, and executive-ready presentations.
• Lead model maintenance and performance tuning efforts to ensure ongoing quality and measurable impact.
• Deliver Cresta’s Opera Enablement Program to key stakeholders, empowering customers to independently design, build, and QA their own AI models.
• Design and develop virtual agent solutions using flow-based, prompt-based, and hybrid architectures.

Requirements

• Strong written and verbal communication skills, with the ability to drive alignment across technical and business stakeholders.
• Demonstrated project management experience, including managing multiple complex workstreams simultaneously.
• Proven ability to independently own deliverables, timelines, and cross-functional coordination in a fast-paced environment.
• 2+ years of experience in conversational design, conversational AI, or bot development.
• Experience presenting complex solutions to customer stakeholders, including executive audiences.
• Experience working directly with enterprise customers in implementation or delivery roles.
• Fluency in a second language is preferred.
• Background in Linguistics is preferred.
• Experience with prompt engineering and Dialogflow CX is a plus.

Nice to Have

• Experience with AI-driven customer service solutions.
• Familiarity with machine learning concepts.
• Knowledge of customer experience best practices.

What We Offer

• Comprehensive medical, dental, and vision coverage.
• Flexible PTO to take the time you need, when you need it.
• Paid parental leave for all new parents.
• Retirement savings plan to help you plan for the future.
• Remote work setup budget to create a productive home office.
• Monthly wellness and communication stipend.
• In-office meal program and commuter benefits for onsite employees.