资深机器学习工程师
Staff Machine Learning Engineer
Cresta 释放客户体验的真正潜力，将每次对话转化为竞争优势。Cresta 的统一 AI 平台结合了对话 AI 代理、实时人工代理增强功能以及全面的对话智能，从而在每个渠道中提升收入和效率。包括联合航空、科氏通信和万豪在内的全球领先公司每天使用 Cresta 来打造世界级的客户体验。
Cresta 起源于斯坦福人工智能实验室，已从包括 a16z、Greylock 和 Sequoia 在内的全球领先投资者处筹集了超过 2.7 亿美元。Cresta 的领导团队包括当今人工智能领域的顶尖人才。我们的首席执行官 Ping Wu 曾创立并领导了谷歌的客服中心 AI 和 Vertex AI 平台，在加入 Cresta 之前，他致力于构建 AI 驱动的客户体验的未来。
在未来几年里，AI 将重新定义世界各地人们与企业互动的方式。来 Cresta 一起构建这个未来。
关于职位：
Cresta 的机器学习工程师参与多个高影响力 AI 项目。最终团队安排将根据经验、优势和业务需求来确定。
当前重点方向包括：
- 代理辅助：主导并构建下一代代理 AI 系统，实现实时增强客服代理。该方向需要扎实的预大模型（LLM）机器学习基础，深入掌握 LLM 和现代提示技术，具备快速原型设计的思维，并有将前沿研究转化为可扩展、生产级系统的实际能力。
- 代理与系统质量：设计评估框架，提升 LLM 驱动代理的可靠性、鲁棒性和性能。这包括诊断和缓解幻觉、检索错误、工具误用、上下文漂移、提示脆弱性以及多步骤推理失败等故障模式，同时为复杂、非确定性系统定义可衡量的质量指标（例如准确性、忠实度、任务完成率、延迟和成本）。
- 洞察力：架构并扩展 LLM 和检索增强生成管道，使模型基于企业数据进行训练。该方向专注于构建高性能的 ML 系统，处理复杂数据，提取结构化洞察，并在大规模下提供实时、可操作的智能。
职责：
- 定义并领导 Cresta 下一代代理 AI 系统的技术愿景，包括代理辅助和企业 AI 代理。
查看英文原文
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. Come build that future at Cresta.
About the role:
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. This track requires strong pre-LLM ML foundations, deep expertise in LLMs and modern 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., accuracy, faithfulness, task completion, latency, and cost) for complex, non-deterministic systems.
- Insights: 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.
Responsibilities:
- Define and lead the technical vision for Cresta’s next-generation Agentic AI systems, including Agentic Assist and enterprise AI Agents.
- Architect scalable, production-grade LLM systems that integrate reasoning, retrieval, planning, tool use, and real-time decision-making into cohesive, intelligent workflows.
- Design and evolve multi-agent orchestration frameworks that combine RAG, structured knowledge, domain-adapted models, and automated actions.
- Establish best practices for building robust, reliable, and cost-efficient LLM-powered systems in high-scale production environments.
- Own evaluation strategy for complex, non-deterministic AI systems, including offline benchmarking, online experimentation, LLM-as-a-judge methodologies, and systematic failure analysis.
- Proactively identify and mitigate agent failure modes such as hallucinations, tool misuse, retrieval errors, prompt brittleness, context drift, and multi-step reasoning breakdowns.
- Define measurable quality standards (accuracy, faithfulness, task completion, latency, cost efficiency, robustness) and drive continuous system improvement.
- Influence cross-team architecture decisions across ML, backend, and product engineering to ensure seamless integration of AI capabilities.
- Mentor senior engineers, raise the technical bar, and contribute to long-term AI strategy and roadmap planning.
- Translate cutting-edge research advances into practical, high-impact production systems.
Qualifications We Value:
- Bachelor’s degree in Computer Science, Mathematics, or a related field; Master’s or Ph.D. strongly preferred.
- 7+ years of experience building and deploying machine learning systems in production, including deep hands-on experience with LLMs at scale.
- Demonstrated leadership in architecting complex AI systems, particularly agentic or multi-step LLM workflows.
- Deep expertise in transformer-based models, embeddings, retrieval systems, and Retrieval-Augmented Generation (RAG) pipelines.
- Experience designing evaluation frameworks for LLM systems beyond single-turn prompts, including robustness testing and production monitoring.
- Strong systems thinking: ability to design for scalability, latency constraints, cost efficiency, security, and long-term maintainability.
- Extensive experience with modern ML frameworks (e.g., PyTorch, TensorFlow, Hugging Face) and distributed/cloud-based infrastructure.
- Proven ability to influence technical direction across teams as a senior individual contributor.
- A strong bias toward action — able to prototype rapidly while maintaining production rigor.
Perks & Benefits:
We offer a comprehensive and people-first benefits package to support you at work and in life:
- 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.
OTE Range: $230,000–$300,000 + Offers Equity
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 recruiting@cresta.ai (if you are opting out, please use the subject ‘Opt-Out’ in your email).
Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.
Recruiting impersonation scams: 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.