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Senior Software Engineer, Backend (AI Agent Integrations)

Cresta· Engineering
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RemoteFull-timePosted 3mo ago

About the role

Senior Backend Engineer focused on building production-grade infrastructure to integrate Cresta's AI Agents with customers' CCaaS platforms, enabling real-time conversations, state management, and seamless AI-to-human handoffs in enterprise environments.

Responsibilities

  • Design and build scalable backend services that integrate Cresta’s AI Agents with customers’ CCaaS platforms.
  • Architect systems that manage real-time conversation state, context propagation, and session lifecycle.
  • Implement seamless AI-to-human handoff mechanisms, ensuring full context transfer and minimal disruption to the customer experience.
  • Develop secure and reliable integrations with CCaaS APIs (voice, chat, messaging, routing, agent desktop, etc.).
  • Collaborate closely with ML engineers and AI researchers to operationalize AI Agent capabilities in live environments.
  • Ensure high availability, low latency, and strong observability for real-time conversation systems.
  • Implement authentication, authorization, compliance, and enterprise security best practices across integrations.
  • Drive improvements in reliability, performance, and scalability in production environments handling high interaction volumes

Qualifications

  • Bachelor’s degree in Computer Science or related field.
  • 5+ years of experience building scalable backend systems in production environments.
  • Strong experience designing and maintaining robust APIs (REST, gRPC).
  • Solid understanding of distributed systems and real-time communication architectures.
  • Experience integrating with third-party enterprise platforms and APIs.
  • Experience working with CCaaS platforms or contact center systems is a strong plus.
  • Familiarity with AI Agents, Virtual Agents, or LLM-based systems is a plus.
  • Experience with containerized environments (Kubernetes, Docker).
  • Experience with cloud platforms such as AWS, GCP, or Azure.
  • Strong understanding of system reliability, observability, and security in enterprise environments.

Skills

Required:Backend developmentAPIs (REST, gRPC)Distributed systemsSecurity and compliance
Nice to have:CCaaS integrations

Benefits

  • Medical, dental, and vision plans
  • Paid parental leave
  • Monthly Health & Wellness allowance
  • Work from home office stipend
  • Lunch reimbursement for in-office employees
  • PTO: 3 weeks in Canada
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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