Senior Machine Learning Engineer - Insights

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 Insights Team is dedicated to leveraging Large Language Models (LLMs) and AI techniques to extract actionable intelligence from conversations. We develop models and systems that analyze customer interactions, identify key topics, and provide structured insights that impact business outcomes. Our work enables organizations to make data-driven decisions and optimize customer experience through AI-powered exploration and interactive workflows.

A key focus of this role is developing agentic workflows that empower users to dynamically interact with AI-driven insights, refining and guiding the discovery process in an interactive and iterative manner. Additionally, this role will involve designing and implementing LLM evaluation frameworks to assess model performance, reliability, and usability in real-world applications. Our goal is to provide users with intelligent, context-aware AI agents that surface the most relevant insights and allow for deeper exploration of conversational data.

As a Machine Learning Engineer, you will be at the forefront of applying state-of-the-art NLP and LLM techniques to understand conversations at scale. Your work will focus on developing robust, scalable AI solutions that extract meaning, evaluate LLM effectiveness, and provide real-time insights to our customers through intuitive, agent-driven workflows.

Responsibilities

• Build and optimize agentic AI workflows that enable users to dynamically explore and refine insights from conversational data.
• Research and implement cutting-edge NLP and LLM-based approaches to extract meaningful insights from unstructured text data.
• Develop LLM evaluation frameworks to assess accuracy, coherence, and usability of models in production environments.
• Design, develop, and deploy machine learning models for conversation analysis, topic discovery, and structured insight generation.
• Collaborate with UX designers, product managers, and engineers to integrate AI-driven insights into Cresta’s products.
• Optimize ML pipelines to efficiently process conversational data 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 in NLP, LLMs, or agentic AI workflows in production settings.
• Strong knowledge of ML frameworks and NLP libraries (e.g., PyTorch, TensorFlow, Hugging Face, spaCy, NLTK).
• Strong passion for AI-driven innovation, outstanding work ethic, and high self-motivation to drive impactful solutions.
• Experience with text analysis, embeddings, transformer-based architectures, and developing AI-driven, agentic workflows.
  
  

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.

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 @cresta.ai 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 [email protected]