Senior Machine Learning Engineer

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 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, we are dedicated to building state-of-the-art Machine Learning systems that leverage Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and other AI techniques to power our products. Our team develops models and platforms that process complex data, extract meaning, and deliver real-time, actionable intelligence at scale. By combining cutting-edge research with scalable engineering, we enable organizations to make data-driven decisions and unlock the full potential of AI in their workflows.A key focus of this role is designing and developing agentic AI workflows that empower users to dynamically interact with machine learning systems, refining and guiding the discovery process in an iterative and interactive manner. You will also design and implement evaluation frameworks to assess model performance, reliability, and usability in real-world applications. Our goal is to provide intelligent, context-aware AI systems—enhanced by RAG techniques—that deliver accurate insights, adapt to user needs, and integrate seamlessly into enterprise applications.As a Machine Learning Engineer, you will be at the forefront of applying modern ML and NLP techniques to solve complex challenges. Your work will focus on building robust, scalable AI solutions, developing RAG-powered systems, evaluating LLMs, and creating real-time, agent-driven workflows that bring AI into the hands of our customers in powerful and intuitive ways.

Responsibilities

• Build and optimize agentic AI workflows that enable users to dynamically interact with and refine outputs from ML systems.
• Research and implement advanced ML and NLP techniques, including transformer-based models, embeddings, and retrieval-augmented generation.
• Develop evaluation frameworks to assess accuracy, robustness, and usability of ML/LLM models in production environments.
• Design, train, and deploy machine learning models for tasks such as classification, entity identification, information extraction, retrieval, topic discovery, and structured insight generation.
• Architect and optimize RAG pipelines for grounding LLMs with enterprise data to ensure accuracy and reliability.
• Collaborate with engineers, UX designers, and product managers to integrate AI-driven capabilities into Cresta's platform.
• Optimize ML pipelines and data processing systems to operate efficiently at scale.

Qualifications We Value

• Master's or Ph.D. in Computer Science, Machine Learning, AI, or a related field.
• 5+ years of hands-on experience building and deploying ML models in production.
• Strong knowledge of ML frameworks and NLP libraries (e.g., PyTorch, TensorFlow, Hugging Face, spaCy, NLTK).
• Solid experience with modern ML techniques including transformer architectures, embeddings, retrieval systems, and large-scale model training.
• Experience designing and deploying Retrieval-Augmented Generation pipelines for enterprise use cases.
• Familiarity with evaluation and benchmarking frameworks for ML/LLM models.
• Strong passion for AI-driven innovation, with a proven ability to deliver impactful, production-grade solutions.

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.

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 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

---