Senior Software Engineer, Backend (AI Agent Integrations)

Cresta is hiring a remote Senior Software Engineer, Backend (AI Agent Integrations) in Canada to build the production infrastructure that lets enterprise AI Agents operate live inside real-world contact centers. If you thrive where distributed systems, real-time communication, and applied AI meet, this is your role.

About the Role

On Cresta's AI Agent team, you'll engineer the backend systems that connect our AI Agents to customers' CCaaS (Contact Center as a Service) platforms across voice and digital channels. This is hands-on production engineering — not pure research — focused on enabling AI Agents to join live conversations, retain full context, take real-time actions, and hand off to human agents without dropping history or workflow state. Your work directly shapes how reliably AI operates in mission-critical customer environments at scale.

Key Responsibilities

• Design scalable backend services that integrate Cresta's AI Agents with leading CCaaS platforms.
• Architect systems for real-time conversation state, context propagation, and session lifecycle.
• Build seamless AI-to-human handoffs that transfer full context with minimal customer disruption.
• Develop secure, dependable integrations with CCaaS APIs spanning voice, chat, messaging, routing, and agent desktop.
• Partner with ML engineers and AI researchers to bring AI Agent capabilities into live production.
• Deliver high availability, low latency, and strong observability for real-time conversation systems.
• Apply authentication, authorization, compliance, and enterprise security best practices across every integration.
• Improve reliability, performance, and scalability for systems handling high interaction volumes.

Qualifications

• Bachelor's degree in Computer Science or a related field.
• 5+ years building scalable, production backend systems.
• Proven skill designing and maintaining robust APIs (REST, gRPC).
• Solid grasp of distributed systems and real-time communication architectures.
• Experience integrating third-party enterprise platforms and APIs.
• Familiarity with CCaaS or contact center systems is a strong plus; exposure to AI Agents, Virtual Agents, or LLM-based systems is a plus.
• Hands-on experience with containerized environments (Kubernetes, Docker) and cloud platforms (AWS, GCP, or Azure).
• Strong understanding of system reliability, observability, and enterprise security.

About Cresta

Born from the Stanford AI Lab, Cresta turns every customer conversation into a competitive advantage through a unified AI platform blending conversational AI agents, real-time agent augmentation, and conversation intelligence. Trusted by companies such as United Airlines, Cox Communications, and Marriott, Cresta has raised over $270 million from investors including a16z, Greylock, and Sequoia.

How to Apply

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