Conversational Designer

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. About the Role As the Founding Conversational Designe r 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. As one of the first hires focused on Conversation Design in EMEA, you will help establish delivery best practices, scale customer impact, and serve as a key partner in expanding Cresta’s presence across international markets. 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. You’ll also help customers design, build, and maintain their own models using Cresta Opera, our proprietary self-service platform. 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