# Senior Machine Learning Engineer **Company**: Cresta **Location**: United States (Remote) **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $205,000–$270,000 + Offers Equity **Category**: Engineering **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/cresta/jobs/4741283008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_9f8a3288-c0f ## Description Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. 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. - Agent & System Quality: Design evaluation frameworks and improve the reliability, robustness, and performance of LLM-powered agents. - Insights: Architect and scale LLM and retrieval-augmented generation pipelines that ground models in enterprise data. 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: - 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 ## Skills ### Required - Machine Learning - NLP - Generative AI - transformer architectures - embeddings - retrieval systems - PyTorch - TensorFlow - Hugging Face --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cresta/jobs/4741283008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)