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 DSIFounded 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.ResponsibilitiesServe as primary owner and administrator of the Cresta platformConfigure and optimize workflows, playbooks, AI coaching features, and real-time agent assistance toolsTranslate operational and performance needs into scalable platform configurationsManage and maintain integrations with telephony systems, CRM platforms, and other enterprise toolsBuild and refine dashboards, reporting, and performance analytics to support leadership insightsMonitor AI model performance and coordinate with vendor teams to ensure system accuracy and continuous improvementLead platform updates, feature evaluations, testing, and enterprise-wide rolloutsProvide Tier 2/3 support and manage escalations in partnership with Cresta SupportDrive adoption through user training, documentation, and best practice developmentPartner with leadership to define KPIs that support coaching effectiveness and operational excellenceRequirements3+ 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 modelsExperience configuring and troubleshooting enterprise SaaS platformsAbility to translate business requirements into technical configurations and scalable solutionsExperience working with performance dashboards, reporting tools, and data-driven KPIsStrong cross-functional collaboration and stakeholder management skillsExcellent written and verbal communication skillsPreferred QualificationsDirect hands-on Cresta administration experienceBackground in Sales Operations, Support Operations, Quality Assurance, or TrainingExperience managing integrations with telephony, CRM, or analytics platformsFamiliarity with APIs, data mapping, or vendor-supported extensionsBenefitsMedical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period401k Plan with employer matching Paid vacation, personal/sick days, and bereavement timeEmployee Profit Sharing Program50% AT&T wireless discountPaid trainingAdvancement opportunities, we prefer to promote from within!
