UX Researcher (AI-Assisted Products)

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As a UX Researcher, your research work will directly impact finding the product-market fit for our flagship product, Agent Assist. While Cresta’s ML experts develop cutting-edge solutions to empower products, as UX researchers we feel like we’re in a unique position to change the way people interact with AI in a meaningful way.

What you’ll do

You’ll research how Conversation AI features will assist, coach, and collaborate with Contact Center agents
You’ll lead and execute research to understand the user personas, especially the agents.
You’ll analyze and synthesize data to generate actionable insights, then communicate effectively with recommendations that help define MLP (Minimum Lovable Product) features, and help drive continual product improvements
You’ll partner closely with Designers, PMs, Customer Success Managers, Machine Learning experts to identify and prioritize strategic and tactical research questions that will have the most impact on Cresta’s business and customers
You’ll occasionally travel to Contact Centers and run field studies

Preferred qualifications

Master’s or PhD degree in Human-Computer Interaction, Cognitive Science, Statistics, Psychology, Anthropology, or related field
3+ years of leading user research projects in a fast-paced environment
Applied experience with a broad range of research methodologies, both qualitative and quantitative, such as user interviews, usability testing, surveys, prototype testing, data analysis, statistics, and benchmarking
Bonus if experience in developing or providing guidance on Human-Center AI framework, is a plus
Strong written and verbal communication and presentation skills for cross-functional teams
Thrive work on technical/complex project and be able to thrive in an ambiguous, fast-paced environment
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