Staff Software Engineer, Cresta
Backend, AI Agent Integrations
+ Equity
Real-time intelligence for contact centers
Be an early applicant
Real-time intelligence for contact centers
201-500 employees
Be an early applicant
+ Equity
201-500 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- 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
What the job involves
- 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 team 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
- As a Staff Backend Engineer, you will lead the architecture and technical direction of Cresta’s AI Agent integration platform. You will define how our AI Agents connect to, operate within, and scale across complex enterprise ecosystems
- 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
- Why This Role Is Unique:
- 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: This is a highly visible, high-impact role shaping the backbone of how AI Agents operate in mission-critical customer environments
- 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
Our take
Cresta is an innovative customer service platform which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees and analyses why they outperform their colleagues before providing personalised guidance to other members of staff.
This unique approach enables the rapid sharing of best practices, and both improves and consistently implements customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition, the machine learning aspect of Cresta enables companies to continuously optimise their performance.
Considering that over a trillion dollars is spent by businesses globally on customer service calls a year, Cresta has been afforded a massive opportunity if it can continue to improve this aspect of business for its clients. The company has already been recognised as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$125m
SERIES D
Mar 2022
$80m
SERIES C
Total funding: $276m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company HQ
Heritage District, Sunnyvale, CA
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