Staff Software Engineer, Backend – AI Agent Integrations

🕒 March 2

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Cresta

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

📋 Description

• Lead the architecture and evolution of Cresta’s AI Agent integration framework across CCaaS platforms. • Design scalable, extensible backend systems that manage real-time conversation state, session lifecycle, and context propagation. • Establish architectural patterns for AI-to-human handoff that ensure durability, reliability, and seamless customer experience. • Define integration strategies for voice, chat, messaging, routing, and agent desktop APIs across enterprise platforms. • Drive system design for high availability, low latency, and fault tolerance in real-time environments. • Set standards for observability, monitoring, incident response, and operational excellence. • Partner closely with ML engineers to operationalize AI Agent capabilities into production-grade systems. • Influence technical roadmap and prioritization in collaboration with engineering leadership. • Mentor senior engineers and raise the bar for backend engineering excellence across the organization. • Lead complex cross-team technical initiatives from design through production rollout.

🎯 Requirements

• Bachelor’s degree in Computer Science or related field. • 8+ years of experience building scalable backend systems in production environments. • Demonstrated experience leading architecture for large-scale distributed systems. • Deep expertise in API design (REST, gRPC) and service-oriented architectures. • Strong understanding of real-time communication systems and low-latency system design. • Experience designing integrations with third-party enterprise platforms and APIs. • Proven track record of driving technical direction across teams. • Experience with containerized environments (Kubernetes, Docker). • Experience with cloud platforms such as AWS, GCP, or Azure. • Strong expertise in reliability engineering, observability, and enterprise-grade security. • Experience with CCaaS platforms, contact center systems, or real-time communications is highly valued. • Familiarity with AI Agents, LLM-based systems, or AI orchestration platforms is a strong plus.

🏖️ Benefits

• 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