[Hiring] Senior Machine Learning Engineer, Voice Experience @Cresta

Role Description

We are looking for a Senior Machine Learning Engineer, Voice Experience to help build the next generation of AI-powered voice systems for the contact center. In this role, you will work at the intersection of speech, language, and real-time production systems, improving how AI listens, understands, reasons, empathizes, and responds in live customer conversations.

You will develop and improve machine learning systems that power voice experiences end to end, including:

• Automatic speech recognition
• Turn detection
• Downstream language understanding
• Retrieval-augmented and agentic workflows
• Quality measurement
• Text to speech
• Production optimization

You will partner closely with applied researchers, product managers, designers, forward deployed engineers, and platform engineers to ensure model and system improvements translate into measurable customer and business impact.

This role is ideal for someone who is excited by both model quality and production reality:

• Designing rigorous evaluation frameworks
• Analyzing failure modes
• Improving latency and robustness
• Shipping systems that perform reliably at scale in real-time voice environments

Qualifications

• Bachelor’s degree in Computer Science, Mathematics, Machine Learning, AI, or a related field; Master’s or Ph.D. preferred.
• 5+ years of experience building, evaluating, and deploying machine learning systems in production.
• Strong background in one or more of the following: speech recognition, speech processing, NLP, generative AI, or conversational AI.
• Deep experience with model evaluation, benchmarking, error analysis, and quality improvement for production ML systems.
• Strong expertise with modern ML frameworks and tooling such as PyTorch, TensorFlow, and Hugging Face.
• Solid understanding of transformer-based models, embeddings, retrieval systems, and large-scale training or inference workflows.
• Experience designing and deploying real-time ML systems with strong requirements around latency, scalability, and reliability.
• Experience building data pipelines and tooling for experimentation, measurement, and large-scale quality analysis.
• Ability to work across research and engineering boundaries and translate promising ideas into production-grade systems.
• Strong communication and technical leadership skills, with the ability to influence cross-functional decisions and raise the engineering bar.

Requirements

• Hands-on experience with ASR quality metrics such as WER and task-level evaluation methodologies.
• Experience with RAG systems, agentic workflows, multi-step reasoning systems, or LLM-as-a-judge evaluation methods.
• Familiarity with streaming inference, real-time voice pipelines, or media systems.
• Experience working closely with infrastructure or platform teams on production ML deployment, observability, and reliability.
• Experience in contact center AI, conversational intelligence, or enterprise voice products.

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

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. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected] .