Senior Software Engineer, Backend (AI Agent Integrations)

Cresta provides a unified AI platform for conversational AI agents, human agent augmentation, and conversation intelligence. The Senior Software Engineer, Backend will build production-grade backend systems that integrate AI Agents with CCaaS platforms, support real-time conversations, manage context and state, and enable seamless handoffs to human agents.

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

Requirements:

• 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 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
• 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