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A critical part of that mission is enabling our AI Agents to seamlessly integrate with customers&#39; CCaaS platforms (Contact Center as a Service), including voice and digital channels , and to smoothly transition conversations between AI and human agents when needed.</p>\n<p>This team is focused on building the backend systems that allow our AI Agents to:</p>\n<ul>\n<li>Integrate deeply with leading CCaaS platforms</li>\n<li>Participate in live customer conversations across voice and chat</li>\n<li>Maintain full conversation state and context</li>\n<li>Perform real-time actions within the CCaaS ecosystem</li>\n<li>Seamlessly hand off conversations to human agents , without losing context, history, or workflow state</li>\n<li>Support human agents with AI assistance after transfer</li>\n</ul>\n<p>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.</p>\n<p>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.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Lead the architecture and evolution of Cresta’s AI Agent integration framework across CCaaS platforms</li>\n<li>Design scalable, extensible backend systems that manage real-time conversation state, session lifecycle, and context propagation</li>\n<li>Establish architectural patterns for AI-to-human handoff that ensure durability, reliability, and seamless customer experience</li>\n<li>Define integration strategies for voice, chat, messaging, routing, and agent desktop APIs across enterprise platforms</li>\n<li>Drive system design for high availability, low latency, and fault tolerance in real-time environments</li>\n<li>Set standards for observability, monitoring, incident response, and operational excellence</li>\n<li>Partner closely with ML engineers to operationalize AI Agent capabilities into production-grade systems</li>\n<li>Influence technical roadmap and prioritization in collaboration with engineering leadership</li>\n<li>Mentor senior engineers and raise the bar for backend engineering excellence across the organization</li>\n<li>Lead complex cross-team technical initiatives from design through production rollout</li>\n</ul>\n<p>Qualifications We Value:</p>\n<ul>\n<li>Bachelor’s degree in Computer Science or related field</li>\n<li>8+ years of experience building scalable backend systems in production environments</li>\n<li>Demonstrated experience leading architecture for large-scale distributed systems</li>\n<li>Deep expertise in API design (REST, gRPC) and service-oriented architectures</li>\n<li>Strong understanding of real-time communication systems and low-latency system design</li>\n<li>Experience designing integrations with third-party enterprise platforms and APIs</li>\n<li>Proven track record of driving technical direction across teams</li>\n<li>Experience with containerized environments (Kubernetes, Docker)</li>\n<li>Experience with cloud platforms such as AWS, GCP, or Azure</li>\n<li>Strong expertise in reliability engineering, observability, and enterprise-grade security</li>\n<li>Experience with CCaaS platforms, contact center systems, or real-time communications is highly valued</li>\n<li>Familiarity with AI Agents, LLM-based systems, or AI orchestration platforms is a strong plus</li>\n</ul>\n<p>Perks &amp; Benefits:</p>\n<ul>\n<li>We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs</li>\n<li>Paid parental leave to support you and your family</li>\n<li>Monthly Health &amp; Wellness allowance</li>\n<li>Work from home office stipend to help you succeed in a remote environment</li>\n<li>Lunch reimbursement for in-office employees</li>\n<li>PTO: 3 weeks in Canada</li>\n</ul>\n<p>Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable.</p>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_dc8cf321-418","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Cresta","sameAs":"https://www.cresta.ai/","logo":"https://logos.yubhub.co/cresta.ai.png"},"x-apply-url":"https://job-boards.greenhouse.io/cresta/jobs/5137152008","x-work-arrangement":"remote","x-experience-level":"staff","x-job-type":"full-time","x-salary-range":null,"x-skills-required":["API design","Service-oriented architectures","Real-time communication systems","Low-latency system design","Containerized environments","Cloud platforms","Reliability engineering","Observability","Enterprise-grade security","CCaaS platforms","Contact center systems","Real-time communications"],"x-skills-preferred":["AI Agents","LLM-based systems","AI orchestration platforms"],"datePosted":"2026-04-17T12:27:34.261Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Canada (Remote)"}},"jobLocationType":"TELECOMMUTE","employmentType":"FULL_TIME","occupationalCategory":"Engineering","industry":"Technology","skills":"API design, Service-oriented architectures, Real-time communication systems, Low-latency system design, Containerized environments, Cloud platforms, Reliability engineering, Observability, Enterprise-grade security, CCaaS platforms, Contact center systems, Real-time communications, AI Agents, LLM-based systems, AI orchestration platforms"}]}