Senior Software Engineer, Backend (AI Agent Integrations)
Salary not listed • Remote • Canada (Remote) • Full-time
Posted 1y ago
This job has been open for more than 60 days. It may no longer be actively hiring, so check with the company before putting a lot into an application.
Remote Work Policy
Fully remote
Employment Type
Full-time
Categories
AI Agent Engineer
About the job
Cresta is seeking a Senior Software Engineer to join their AI Agent team, focusing on building enterprise-grade AI Agents that integrate seamlessly with customer contact center platforms. This role involves developing the backend systems that enable AI Agents to participate in live conversations, manage conversation state, and transition smoothly between AI and human agents. It's a production-focused role, emphasizing the development of reliable infrastructure for AI Agents operating in critical customer environments, blending expertise in distributed systems, real-time communication, enterprise integrations, and AI Agent orchestration.
Responsibilities
- Design and build scalable backend services for AI Agent integration with CCaaS platforms.
- Architect systems for real-time conversation state management and context propagation.
- Implement seamless AI-to-human handoff mechanisms with full context transfer.
- Develop secure and reliable integrations with CCaaS APIs (voice, chat, messaging, routing, agent desktop).
- Collaborate with ML engineers and AI researchers to operationalize AI Agent capabilities.
- Ensure high availability, low latency, and strong observability for real-time conversation systems.
- Implement enterprise security best practices across integrations.
- Drive improvements in reliability, performance, and scalability for high-volume interaction systems.
Requirements
- Bachelor's degree in Computer Science or related field.
- 5+ years of experience building scalable backend systems in production.
- 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 with CCaaS platforms or contact center systems is a plus.
- Familiarity with AI Agents, Virtual Agents, or LLM-based systems is a plus.
- Experience with containerized environments (Kubernetes, Docker).
- Experience with cloud platforms (AWS, GCP, or Azure).
- Strong understanding of system reliability, observability, and security in enterprise environments.
Benefits
- Medical, dental, and vision plans
- Paid parental leave
- Monthly Health & Wellness allowance
- Work from home office stipend
- Lunch reimbursement for in-office employees
- 3 weeks PTO in Canada
- Base salary
- Equity