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Lead Engineer - AI Agent Voice Experience

Cresta· Engineering
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Remote$205k - $270kFull-timePosted 3mo ago

About the role

Lead Engineer to build the next generation of AI-powered voice systems for the contact center, spanning speech, language, and real-time production systems to improve how AI listens, understands, reasons, empathizes, and responds in live customer conversations.

Responsibilities

  • Design, train, evaluate, and deploy machine learning systems that power real-time voice experiences, including speech to text turn detection, text to speech, speech to speech, reasoning and structured insight generation.
  • Improve the quality of voice AI systems through error analysis, data curation, metric design, benchmarking, and iterative model improvement, with a strong focus on real-world performance.
  • Build evaluation frameworks for complex voice and agentic systems, measuring metrics such as accuracy, robustness, latency, faithfulness, naturalness, professionalism, task completion, and cost.
  • Diagnose and mitigate failure modes across the voice stack, including transcription errors, hallucinations, tool misuse, prompt brittleness, context drift, and multi-step reasoning breakdowns.
  • Design, implement, and optimize low-latency ML systems that deliver delightful caller experience (e.g., backchanneling, focusing on foreground speaker, interpreting caller’s emotions, responding with empathy).
  • Partner with platform and backend engineers to productionize real-time inference, streaming pipelines, quality monitoring, and continuous model iteration.
  • Collaborate cross-functionally with product, design, frontend, and backend teams to integrate voice intelligence seamlessly into Cresta’s platform.
  • Mentor engineers, contribute to technical strategy, and help shape the roadmap for Cresta’s voice AI systems.

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.
  • Demonstrated experience in leading fast-moving, highly technical teams. Strong communication skills, with the ability to influence cross-functional decisions and raise the engineering bar.
  • Distinctive technical vision for the future of voice AI.
  • Strong background in one or more of the following: speech recognition, speech processing, NLP, generative AI, or voice AI.
  • Deep experience with model evaluation, benchmarking, error analysis, and quality improvement for production ML systems.
  • 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.

Skills

Required:ML system design and deploymentEvaluation frameworks

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible PTO
  • Paid parental leave
  • Retirement savings support
  • Remote work setup budget or work-from-home stipend
  • Monthly wellness and communication allowance
  • In-office meal or lunch benefits for onsite employees
Last updated Sep 17, 2026. Interested? Apply on the company site.

About Cresta

AI Agents for Every Customer Conversation | Cresta

AI Agents for Every Customer Conversation | Cresta

AIAI AgentAutomationCXCrestaCustomer ExperiencePlatformorchestration
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