Staff Software Engineer, Backend (AI Agent Integrations)

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 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.

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.

Responsibilities

• 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