In this role, you’ll sit at the intersection of AI, Quality Management (QM), and Coaching for contact centers. You’ll turn Cresta’s behavioral and outcome‑based AI into intuitive workflows that help supervisors, agents, and QA analysts evaluate 100% of interactions, understand what truly drives performance, and act on those insights through targeted, data‑driven coaching.
As a Product Designer focused on Cresta’s Quality Management (QM) and Coaching Suite, you’ll own end‑to‑end UX across our QM scorecards, AI-driven workflows, and coaching experiences. You’ll design tools that make complex behavioral and outcome data feel simple and trustworthy, supporting confident decisions and effective coaching conversations.
You’ll be responsible for the user experience of:
- Auto‑QM and hybrid QM workflows (e.g., scorecards, assignment, appeals, group calibration, analyst work queues).
- Coaching products such as Performance Insights, Coaching Hub, Coaching Plans, and Agent Overview that help leaders plan, run, and track high‑impact coaching.
- The connections between QM, Coaching, and the broader Cresta suite (Opera AI Platform, Insights, Agent Assist, AI Agent), ensuring a coherent performance‑management experience powered by shared behavioral AI and outcomes.
- You’ll generate novel UX ideas and artifacts for QM and Coaching Workflows, considering the needs of various user personas: Agent Managers, Agents, QA Analysts, and Operation Leaders.
- You’ll partner with PMs and tech leads to define problem spaces, north‑star experiences, and iterative milestones
- You’ll run discovery and evaluative research with our users – interviews, workflow walkthroughs, usability tests, and competitive analysis – to understand how they work today and where AI can meaningfully help.
- You’ll prototype quickly (Figma, Cursor, Claude, Voice API, etc.) to explore different UI paradigms
- You’ll collaborate closely with Engineers, PMs, ML experts, Customer Success, and Sales teams across the organization.
- You’ll be the design advocate and push for the highest quality of the polish
- You’ll have good judgment of when to ship: perfect is the enemy of good
- Education in Design, HCI, Interaction, or 2+ years equivalent industry experience
- Experience in designing AI-driven workflows, data-rich experiences, or B2B enterprise applications
- Portfolio showcasing simple and elegant design solutions to complex problems, with a focus on end‑to‑end flows rather than isolated screens
- Strong product thinking + a blend of UX disciplines (interaction design, prototyping, visual design, and user research)
- Proficiency in prototyping: skilled at using tools like Cursor, Claude Code, V0, or the latest AI tools to build realistic prototypes.
- Curious, adaptable, and a quick learner who thrives in a collaborative, team-oriented environment.
- We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
- Paid parental leave to support you and your family
- Monthly Health & Wellness allowance
- Work from home office stipend to help you succeed in a remote environment
- Lunch reimbursement for in-office employees
- PTO: 3 weeks in Canada
Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US and Canada. Your recruiter can provide further details.
This posting will be used to fill a newly-created role.
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]
