Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day.
Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.
Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Machine Learning Engineers at Cresta work across several high-impact AI initiatives. 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 contemporary 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., 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.
Lead the design and development of Cresta’s next-generation AI Agents and Agentic Assist systems, defining system architecture and core modeling approaches.
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.
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.
Bachelor’s degree in Computer Science, Mathematics, or a related field; 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.
- Experience building and evaluating complex agentic or multi-step LLM workflows.
- Strong knowledge of modern ML frameworks and tools (e.g., 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.

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
Work from home office stipend to help you succeed in a remote environment
Lunch reimbursement for in-office employees
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. Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact View email address on jobsbylevel.com (if you are opting out, please use the subject ‘Opt-Out’ in your email).

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📌 Senior Remote Machine Learning Engineer (Canada)
🏢 Cresta
📍 Canada