Senior Backend Software Engineer (AI Agent Integrations)

• Cresta’s AI Agent team is building enterprise-grade AI Agents that can operate inside real-world contact center environments. A critical part of that mission is enabling our AI Agents to seamlessly integrate with customers’ CCaaS platforms (Contact Center as a Service), including voice and digital channels — and to smoothly transition conversations between AI and human agents when needed
• This role is focused on building the backend systems that allow our AI Agents to:
• Integrate deeply with leading CCaaS platforms
• Participate in live customer conversations across voice and chat
• Maintain full conversation state and context
• Perform real-time actions within the CCaaS ecosystem
• Seamlessly hand off conversations to human agents — without losing context, history, or workflow state
• Support human agents with AI assistance after transfer
• We are looking for strong backend engineers who want to work at the intersection of distributed systems, real-time communication, enterprise integrations, and AI Agent orchestration
• This is not a pure research role — it is about building production-grade infrastructure that enables AI Agents to operate reliably in mission-critical customer environments
• AI + Real-Time Systems: Work on infrastructure that enables AI Agents to participate in live conversations at scale
• Enterprise-Grade Integrations: Design robust integrations with major CCaaS platforms and customer systems
• Human-AI Collaboration: Build the systems that make AI-to-human handoff seamless, contextual, and reliable
• High-Impact Engineering: Your work directly determines how smoothly AI Agents operate in production environments
• 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

Benefits

• Weekly lunch & learn
• Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
• Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us- If you’re a strong backend engineer who wants to apply your expertise to real-world AI systems operating inside complex enterprise ecosystems, this role offers that opportunity
• Familiarity with AI Agents, Virtual Agents, or LLM-based systems is a plus
• Strong experience designing and maintaining robust APIs (REST, gRPC)
• Solid understanding of distributed systems and real-time communication architectures
• 5+ years of experience building scalable backend systems in production environments
• Experience with cloud platforms such as AWS, GCP, or Azure
• Experience integrating with third-party enterprise platforms and APIs
• Strong understanding of system reliability, observability, and security in enterprise environments
• Experience working with CCaaS platforms or contact center systems is a strong plus
• Experience with containerized environments (Kubernetes, Docker)
• Bachelor’s degree in Computer Science or related field