Senior Backend Software Engineer, Cresta
AI Agent Integrations
Plus equity
Real-time intelligence for contact centers
Open for applications
Real-time intelligence for contact centers
201-500 employees
Open for applications
Plus 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
- 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
- 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
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 role 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
- This is not a pure research role — it is about building production-grade infrastructure that enables AI Agents to operate reliably in mission-critical customer environments
- 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: Your work directly determines how smoothly AI Agents operate in production environments
- 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
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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