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.

About the Role

As the Founding Conversational Designer for EMEA, you will play a pivotal role in shaping how Cresta delivers conversational AI solutions across the region. You’ll lead the design and deployment of 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 experiences. This is a highly strategic, customer-facing role that combines conversational design expertise with strong project ownership and regional influence.

You will manage complex AI delivery engagements from initial discovery through deployment and optimization, ensuring projects stay on track, stakeholders remain aligned, and outcomes drive measurable business value. You’ll collaborate closely with cross-functional teams across Machine Learning, Data Science, Engineering, Product, Project Management, and Customer Success, while acting as a trusted advisor to customers throughout implementation.

Responsibilities

• Own end-to-end AI delivery projects across EMEA, including discovery, requirements gathering, solution design, build, deployment, QA, and post-launch optimization.
• Serve as a founding regional expert in conversational design, helping shape scalable delivery frameworks and best practices for international customers.
• Manage multiple concurrent customer implementations while 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-level 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 documentation, implementation standards, and repeatable delivery methodologies as Cresta scales globally.
• Partner closely with teams in North America while helping establish regional expertise and customer success across EMEA.

Qualifications We Value

• Strong written and verbal communication skills, with the ability to influence both 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, bot development, or related fields.
• Experience presenting complex solutions to enterprise customer stakeholders, including executive audiences.
• Experience working directly with enterprise customers in implementation, consulting, or delivery roles.
• Experience operating in global or international customer environments preferred.
• Fluency in a second language strongly 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.
• Paid parental leave for all new parents welcoming a new child.
• Remote work setup budget to help you create a productive home office.
• Monthly wellness and communication stipend to keep you connected and balanced.
• 20 days of vacation time to promote a healthy work-life blend.

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. Total compensation includes Base + Bonus + Equity, along with 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 recruiting@cresta.ai.