Senior Machine Learning Engineer, Cresta
Insights
Compensation for this position includes equity
Real-time intelligence for contact centers
Open for applications
Real-time intelligence for contact centers
201-500 employees
Open for applications
Compensation for this position includes equity
201-500 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Cresta is an innovative customer service platform, which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees, and analyses why they outperform their colleagues, before providing personalized guidance to other members of staff.
This unique approach makes it possible to share best practices rapidly, and both improve and consistently implement customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition to this, the machine learning aspect of Cresta enables companies to continually optimize their performance.
Considering that over a trillion dollars is spent by businesses globally on customer service calls every year, Cresta has been afforded a massive opportunity if it can continue to improve this side of business for its clients. The company has already been recognized as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$125m
SERIES D
Mar 2022
$80m
SERIES C
Total funding: $276m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company HQ
University South, Palo Alto, CA
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