Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.
Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.
About the role:
At Cresta, the AI Agent team is on a mission to create state-of-the-art AI Agents that solve practical problems for our customers. We are focused on leveraging the latest technologies in Large Language Models (LLMs) and AI Agent systems, while ensuring that the solutions we develop are cost-effective, secure, and reliable. This role will involve hands-on work on cutting-edge projects, requiring innovative and passionate machine learning engineers who can bring research into practical, scalable applications.
As a Staff Machine Learning Engineer, your goal will be to take AI Agents from the realm of research and bring them into practical, real-world use cases. This includes developing and deploying proprietary LLMs, scaling AI solutions, and addressing key challenges such as evaluation and reliability. While we’re focused on real-world application rather than pure research, you’ll be working with some of the most advanced technologies in the GenAI space.
This is a unique opportunity to shape the future of AI at Cresta by solving complex problems and bringing breakthrough AI advancements into production environments.
Responsibilities:
- Design, develop, and deploy Cresta’s AI Agent solutions and proprietary models.
- Focus on practical AI challenges such as improving reasoning, planning capabilities, and evaluation in real-world scenarios.
- Collaborate with cross-functional teams including front-end and back-end software engineers to integrate AI Agents into Cresta’s customer solutions.
- Lead initiatives to scale AI systems for production environments, ensuring performance and reliability across use cases.
- Contribute to solving cutting-edge problems in AI and help define the future roadmap for Cresta’s AI Agents.
- Innovate and research ways to improve security, cost-efficiency, and reliability of AI systems.
Qualifications We Value:
- Bachelor’s Degree in Computer Science, Mathematics, or a related field; Master’s or Ph.D. preferred, or equivalent professional experience
- 7+ years of hands-on industry experience with AI and machine learning, preferably with 3+ years of experience working with LLMs in large-scale production environments
- Expert knowledge of machine learning concepts and methods, especially those related to NLP, Generative AI, and working with LLMs
- Proven leadership in designing and deploying AI solutions at scale, with a deep understanding of model optimization and real-time AI applications
- Extensive practical knowledge of modern machine learning frameworks and technologies (e.g., PyTorch, Tensorflow, Hugging Face, NumPy), as well as experience with distributed systems and cloud-based AI infrastructure
- Strong problem-solving and strategic thinking abilities, with a proven ability to lead cross-functional teams and work collaboratively to deliver innovative AI solutions in production
- A passion for driving AI adoption and pushing the boundaries of AI technology into real-world applications, with an ability to mentor junior engineers and influence strategic decisions across the organization
Perks & Benefits:
- 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.
Top Skills
What We Do
Cresta is for sales and customer service teams who need to close the performance gap between their top performers and the rest.
Our real-time expertise AI helps contact center agents unlock their full potential by uncovering expert behaviors from every customer conversation and amplifies them with real-time assistance and coaching.
By nudging best practices around objection responses, expectation setting, troubleshooting, and more: Cresta supercharges agents to focus on what really matters; their customer interactions.
Cresta brings together industry-leading AI experts, proven leadership, and top-tier investors including Sequoia, Andreessen Horowitz, Greylock Partners, Andy Bechtolsheim, Mark Leslie and Vivi Nevo.
