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Cresta Logo Cresta · IT - Software Development

Embedded Expert - SaaS Software (Contact Center)

United States · Job Posted June 06, 2026
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Job Description

Cresta is seeking an Embedded Expert to join our team and work closely with our customers in a tactical execution role. As an Embedded Expert, you will be responsible for configuring and maintaining our self-service product, as well as sharing insights and building insight/performance reports. Additionally, you will monitor trends and anomalies using the Cresta application, respond to ad hoc business requests for analysis, and provide ongoing mentoring and support for our customers' own analysts.

Job Responsibility

  • 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

  • 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

Nice to have

  • Contact center experience preferred
  • Familiarity with speech analytics is preferred, but not critical

What we offer

  • Medical, dental, and vision plans
  • Flexible vacation time
  • Paid parental leave
  • Communication & Wellness Stipend
  • Comprehensive training and onboarding programs
  • Opportunities for growth and professional development
  • Collaborative and supportive work environment
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