About the 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
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
About Cresta
Software Development
501-1000
Contact Centers are challenged to increase their agent efficiency and effectiveness in the face of high attrition, poor training, and managers who can only review less than 3% of interactions. Cresta turns real-time insights into real-time actions to make contact centers smarter and drive business results. We use generative AI to provide dynamic, real-time guidance to sales and service agents based on the best practices of your top performers, and let managers see and track every conversation and agent progress to create personalized coaching plans. Cresta was born out of the Stanford AI Lab and is backed by Greylock Partners, Sequoia, and Andreessen Horowitz. We are proud to be working with companies like Porsche, Cox Communications, Vivint, and Holiday Inn.
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About the 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
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
About Cresta
Software Development
501-1000
Contact Centers are challenged to increase their agent efficiency and effectiveness in the face of high attrition, poor training, and managers who can only review less than 3% of interactions. Cresta turns real-time insights into real-time actions to make contact centers smarter and drive business results. We use generative AI to provide dynamic, real-time guidance to sales and service agents based on the best practices of your top performers, and let managers see and track every conversation and agent progress to create personalized coaching plans. Cresta was born out of the Stanford AI Lab and is backed by Greylock Partners, Sequoia, and Andreessen Horowitz. We are proud to be working with companies like Porsche, Cox Communications, Vivint, and Holiday Inn.