About the role:Machine Learning Engineers at Cresta work across several high-impact AI initiatives. Final team placement is determined based on experience, strengths, and business needs.
Current focus areas include:
- Agentic Assist: Lead and build next-generation agentic AI systems that augment contact center agents in real time. This track requires strong pre-LLM ML foundations, deep expertise in LLMs and modern prompting techniques, a rapid prototyping mindset, and a proven ability to translate cutting-edge research into scalable, production-grade systems.
- Agent & System Quality: Design evaluation frameworks and improve the reliability, robustness, and performance of LLM-powered agents. This includes diagnosing and mitigating failure modes such as hallucinations, retrieval errors, tool misuse, context drift, prompt brittleness, and multi-step reasoning breakdowns, while defining measurable quality metrics (e.g., accuracy, faithfulness, task completion, latency, and cost) for complex, non-deterministic systems.
- Insights: Architect and scale LLM and retrieval-augmented generation pipelines that ground models in enterprise data. This track focuses on building high-performance ML systems that process complex data, extract structured insights, and deliver real-time, actionable intelligence at scale.
Responsibilities: - Lead the design and development of Cresta's next-generation AI Agents and Agentic Assist systems, defining system architecture and core modeling approaches.
- Architect intelligent, multi-step agent workflows that combine real-time guidance, knowledge retrieval, reasoning, summarization, and automated actions into cohesive production systems.
- Design, deploy, and optimize LLM-powered systems, including Retrieval-Augmented Generation (RAG) pipelines, multi-agent orchestration, and domain-adapted models.
- Improve reasoning, planning, and tool-use capabilities in real-world AI applications.
- Develop evaluation strategies for complex, non-deterministic systems, including offline benchmarking, online experimentation, and LLM-as-a-judge methodologies.
- Diagnose and mitigate real-world failure modes such as hallucinations, retrieval errors, tool misuse, prompt brittleness, and multi-step reasoning breakdowns.
- Define and measure quality metrics (e.g., accuracy, faithfulness, task completion, latency, cost, robustness) to improve system reliability and performance.
- Optimize AI systems for scalability, latency, security, and cost efficiency in production environments.
- Collaborate cross-functionally with product, frontend, and backend teams to integrate AI capabilities seamlessly into Cresta's platform.
- Mentor engineers, contribute to technical strategy, and help shape the roadmap for Cresta's AI systems.
Qualifications We Value: - Bachelor's degree in Computer Science, Mathematics, or a related field; Master's or Ph.D. preferred.
- 5-8+ years of industry experience building and deploying machine learning systems in production, including significant experience working with LLMs.
- Strong expertise in NLP, Generative AI, transformer architectures, embeddings, and retrieval systems.
- Proven experience designing and deploying Retrieval-Augmented Generation (RAG) systems in enterprise environments.
- Experience building and evaluating complex agentic or multi-step LLM workflows.
- Strong knowledge of modern ML frameworks and tools (e.g., PyTorch, TensorFlow, Hugging Face) and distributed/cloud-based infrastructure.
- Demonstrated ability to optimize real-time ML systems for performance, scalability, and reliability.
- Strong technical leadership skills, with the ability to influence cross-functional decisions and raise the engineering bar.
Perks & Benefits:We offer a comprehensive and people-first benefits package to support you at work and in life:
- Comprehensive medical, dental, and vision coverage with plans to fit you and your family
- Flexible PTO to take the time you need, when you need it
- Paid parental leave for all new parents welcoming a new child
- Retirement savings plan to help you plan for the future
- Remote work setup budget to help you create a productive home office
- Monthly wellness and communication stipend to keep you connected and balanced
- In-office meal program and commuter benefits provided for onsite employees
Compensation at Cresta: Cresta's approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.
The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.
Salary Range: $205,000-$270,000 + Offers Equity
