Original listing text, shown exactly as published by the company.
About the role
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.
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: Your work directly determines how smoothly AI Agents operate in production 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.
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
Qualifications We Value
- 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.
