Platform Manager - Cresta

DSI Systems Inc., an Authorized AT&T Distributor Partner, is seeking a Platform Manager – Cresta to lead the administration, optimization, and strategic evolution of our Cresta AI platform. This role is responsible for maximizing the platform’s impact across Sales and Support by enhancing agent performance, improving operational efficiency, and strengthening the overall customer experience.

Reporting to the Senior Director of Systems Operations, the Platform Manager serves as the subject matter expert for Cresta—overseeing configuration, integrations, analytics, and platform governance. This individual partners cross-functionally with Sales, Operations, Quality, and Training teams to translate business needs into scalable AI-driven solutions, ensuring consistent adoption, measurable performance improvement, and long-term platform value.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Serve as primary owner and administrator of the Cresta platform
• Configure and optimize workflows, playbooks, AI coaching features, and real-time agent assistance tools
• Translate operational and performance needs into scalable platform configurations
• Manage and maintain integrations with telephony systems, CRM platforms, and other enterprise tools
• Build and refine dashboards, reporting, and performance analytics to support leadership insights
• Monitor AI model performance and coordinate with vendor teams to ensure system accuracy and continuous improvement
• Lead platform updates, feature evaluations, testing, and enterprise-wide rollouts
• Provide Tier 2/3 support and manage escalations in partnership with Cresta Support
• Drive adoption through user training, documentation, and best practice development
• Partner with leadership to define KPIs that support coaching effectiveness and operational excellence

Requirements

• 3+ years of experience administering AI-driven sales enablement or customer service platforms (Cresta strongly preferred)
• Strong understanding of contact center operations, sales workflows, and performance coaching models
• Experience configuring and troubleshooting enterprise SaaS platforms
• Ability to translate business requirements into technical configurations and scalable solutions
• Experience working with performance dashboards, reporting tools, and data-driven KPIs
• Strong cross-functional collaboration and stakeholder management skills
• Excellent written and verbal communication skills

Preferred Qualifications

• Direct hands-on Cresta administration experience
• Background in Sales Operations, Support Operations, Quality Assurance, or Training
• Experience managing integrations with telephony, CRM, or analytics platforms
• Familiarity with APIs, data mapping, or vendor-supported extensions

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!