Note: The job is a remote job and is open to candidates in USA. Cresta is a leading company focused on enhancing customer experiences through AI technology. They are seeking a Senior Software Engineer to build backend systems that integrate AI Agents with contact center platforms, ensuring seamless communication between AI and 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
Skills
- 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
- 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
- Experience with containerized environments (Kubernetes, Docker)
- Experience with cloud platforms such as AWS, GCP, or Azure
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
Company Overview
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