Cresta
Cresta is an enterprise-grade AI platform designed to enhance the performance of contact centers by integrating human and virtual agents. The company provides tools such as Conversation Intelligence, Agent Assist, and Virtual Agents, which leverage real-time generative AI to improve customer experiences, drive revenue growth, and boost agent productivity. Through its AI platform, Cresta helps businesses in industries like finance, telecommunications, and retail to reduce costs and increase efficiency by transforming customer interactions into actionable insights. By focusing on behaviors that drive business outcomes, Cresta aims to elevate the standard of customer service and maximize return on investment for its clients.
AI • Machine Learning • Voice • Chat • Contact Center
Senior Machine Learning Engineer - Insights
March 14
Cresta
Cresta is an enterprise-grade AI platform designed to enhance the performance of contact centers by integrating human and virtual agents. The company provides tools such as Conversation Intelligence, Agent Assist, and Virtual Agents, which leverage real-time generative AI to improve customer experiences, drive revenue growth, and boost agent productivity. Through its AI platform, Cresta helps businesses in industries like finance, telecommunications, and retail to reduce costs and increase efficiency by transforming customer interactions into actionable insights. By focusing on behaviors that drive business outcomes, Cresta aims to elevate the standard of customer service and maximize return on investment for its clients.
AI • Machine Learning • Voice • Chat • Contact Center
📋 Description
• 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.
🎯 Requirements
• 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.
🏖️ 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
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