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Software Engineer (Chat Agent)

Toronto, Canada

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.

We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the role:

As a Software engineer on the Chat Agent team, you will join a team full of talented experts in frontend, backend, and ML/NLP. We have an in-house product for call analysis, building, evaluating, and deploying conversational AI models, and have labelers and analysts available. We work on a variety of ML problems, including but not limited to text generation, classification, summarization, etc. Our team leverages the latest in cutting edge LLM and GenAI technologies to enable a truly market differentiated product suite.

Responsibilities:

  • Collaborate with product managers, machine learning engineers, and other cross-functional team members to understand, define, and detail product requirements, ensuring alignment with business objectives.
  • Design, prototype, and validate LLM-based orchestration and workflow to automate repeated knowledge work involved in daily life of contact center agent
  • Work with our production teams to build and deploy scalable, high-performing, and reliable MLOps pipelines and systems that operate 24x7.
  • Actively contribute to the continuous improvement of our ML productivity, by identifying and leveraging opportunities for automation, data improvements, code optimization, and process enhancements.

Qualifications We Value:

  • Bachelors or Master's degree in Computer Science or related technical fields.
  • 3+ years of experience in software development, with a strong focus on workflow orchestration and MLOps .
  • Proficient in programming languages such as Python, Go. 
  • ML/NLP libraries such as PyTorch, Tensorflow, Transformers will be a plus.
  • Familiar with machine learning model deployment and optimization using inference engines/servers (e.g., Triton Inference Server, ONNX Runtime) to support scalable and efficient real-time inference.
  • Solid understanding of software development principles, data structures, algorithms, and design patterns.
  • Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes)

Perks & 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 

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. We are actively hiring for this role in Canada. Your recruiter can provide further details.

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 recruiting@cresta.com.

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