Embedded AI Expert

The company unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. The company’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 the company to power world-class customer experiences every day.

Born from the Stanford AI Lab, the company has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. The company’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 the company 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 the company.

Job Description

The company is seeking a Embedded AI Expert to join our team and work closely with our customers in a tactical execution role. As an Embedded AI 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 company application, respond to ad hoc business requests for analysis, and provide ongoing mentoring and support for our customers' own analysts.

Responsibilities

• Work closely with customers to operationalize their program strategy using the company'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 the company's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer.

• Monitor trends and anomalies using the company's tools to identify emerging topics and insights in customer conversations.

• Use the company'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 the company tools.

• Collaborate closely with the company team and customers to drive success and maximize the value of the company's solutions.

• 1-5 Years relevant experience

Qualifications

• 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.

Perks & Benefits

• We offer the company employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs

• Flexible vacation time to promote a healthy work-life blend

• Paid parental leave to support you and your family

• Communication & Wellness Stipend

• Comprehensive training and onboarding programs provided by the company.

• Opportunities for growth and professional development within the organization.

• Collaborative and supportive work environment with both the company and customer teams.

Compensation at the company

The company’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.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Salary Range :  $100,000 - $140,000 + Bonus + Equity

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 the company recruiting email communications will always come from the [link for members] domain. Any outreach claiming to be from the company via other sources should be ignored.  If you are uncertain whether you have been contacted by an official the company employee, reach out to  [link for members]

Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact [link for members] (if you are opting out, please use the subject ‘Opt-Out’ in your email).

Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.

Recruiting impersonation scams: 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 the company recruiting email communications will always come from the @the company .ai domain. Any outreach claiming to be from the company via other sources should be ignored.