Conversational Designer

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. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, & co-founder, Tim Shi, an early member of Open AI.

We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the Role:

As a Conversation Designer, you will be responsible for designing and delivering best-in-class AI conversation models that power real-time coaching and assistance for contact center agents, as well as virtual agents across voice and chat.

This role combines conversational design expertise with strong project ownership. You will manage complex AI delivery engagements from initial discovery through deployment and optimization, ensuring projects stay on track, stakeholders remain aligned, and outcomes meet defined business objectives.

You’ll collaborate closely with cross-functional partners across Machine Learning, Data Science, Engineering, Product, Project Management, and Customer Success, while also serving as a key point of contact for customers throughout implementation. You will help customers align on overall solution design and enable them to build and maintain their own models using Cresta Opera, our proprietary self-service tool.

Responsibilities:

• 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

• Translate customer business objectives into scalable conversational AI solutions across sales, retention, collections, and customer service 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

• Contribute to internal best practices, documentation standards, and repeatable delivery frameworks

Qualifications We Value:

• 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 (preferred)

• Background in Linguistics (preferred)

• Experience with prompt engineering (preferred)

• Experience with Dialogflow CX (preferred)

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family

• Flexible PTO to take the time you need, when you need it

• Paid parental leave for all new parents welcoming a new child

• Retirement savings plan to help you plan for the future

• Remote work setup budget to help you create a productive home office

• Monthly wellness and communication stipend to keep you connected and balanced

• In-office meal program and commuter benefits provided for onsite employees

Compensation at Cresta:

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Compensation for this position includes a Base salary + Bonus + Equity.

Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]