About the role

Senior Software Engineer building scalable backend services integrating AI Agents with CCaaS platforms. Focused on real-time communication and seamless AI-to-human transitions in contact centers.

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

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.

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