Forward Deployed Engineer (AI Agent)

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. The AI Agent team is focused on creating state-of-the-art AI Agents that solve practical problems for customers, leveraging the latest technologies in Large Language Models and AI Agent systems.

Responsibilities:

• AI Agent Development: Develop, configure, deploy, and optimize AI agents using Cresta’s AI platform and tools
• System Integration: Build AI agent integrations with external systems (APIs, databases, CRMs, etc.) to ensure seamless workflow integration
• Performance Optimization: Optimize AI agent performance (e.g. fine-tune prompts and configurations) and troubleshoot issues in complex enterprise environments
• Requirements Gathering: Collaborate with customers and internal stakeholders to gather technical requirements and translate business needs into AI Agent solutions
• Demos & Iteration: Conduct interactive demos and present compelling proof-of-concepts to prospective customers, proactively gather feedback, and iteratively refine solutions to meet objectives
• Project Coordination: Define project milestones, create implementation plans, and coordinate execution with internal teams to ensure on-time delivery. Provide a tight feedback loop to our product and engineering teams — identifying gaps, building custom tooling, and influencing the roadmap through real-world deployment learnings
• Partner Cross-Functionally: Collaborate with PMs to define agent goals, iterate rapidly based on customer feedback, and shape product capabilities that maximize customer ROI
• Technical Guidance: Serve as a trusted technical advisor for the customer, guiding best practices for AI agent adoption and usage. Provide technical guidance on AI agent best practices, including architecture design, security considerations, and scalability planning

Requirements:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field
• 3+ years of experience in software development, AI/ML engineering, or system integration
• Proficiency in Python and Golang, with the ability to write clean, efficient code
• Familiarity with AI/ML concepts
• Hands-on experience with large language models (LLMs), and prompt engineering techniques
• Strong understanding of general AI agent frameworks, function calling, and retrieval-augmented generation (RAG)
• Experience with cloud platforms (AWS, GCP, or Azure) and DevOps practices (CI/CD, containerization, monitoring)
• Hands-on experience with integrating systems via APIs, webhooks, and data pipelines
• Excellent communication and project management skills
• Ability to use data-driven decision-making, including A/B testing and performance monitoring, to refine solutions
• You thrive in cross-functional environments, working hand-in-hand with PMs and engineers to turn real customer problems into scalable AI solutions
• Hands-on experience of building AI agent systems