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Role Description

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.

• Manage complex AI delivery engagements from initial discovery through deployment and optimization.
• Ensure projects stay on track, stakeholders remain aligned, and outcomes meet defined business objectives.
• Collaborate closely with cross-functional partners across Machine Learning, Data Science, Engineering, Product, Project Management, and Customer Success.
• Serve as a key point of contact for customers throughout implementation.
• 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

• 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).

Benefits

• 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.