20 days ago
Responsibilities
- Design and build scalable backend services that integrate Cresta’s AI Agents with customers’ CCaaS platforms.
- Architect systems that manage real-time conversation state, context propagation, and session lifecycle.
- Implement seamless AI-to-human handoff mechanisms, ensuring full context transfer and minimal disruption to the customer experience.
- Develop secure and reliable integrations with CCaaS APIs (voice, chat, messaging, routing, agent desktop, etc.).
- Collaborate closely with ML engineers and AI researchers to operationalize AI Agent capabilities in live environments.
- Ensure high availability, low latency, and strong observability for real-time conversation systems.
- Implement authentication, authorization, compliance, and enterprise security best practices across integrations.
- Drive improvements in reliability, performance, and scalability in production environments handling high interaction volumes.
Requirements
- Bachelor’s degree in Computer Science or related field.
- 5+ years of experience building scalable backend systems in production environments.
- 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 working with CCaaS platforms or contact center systems is a strong plus.
- Familiarity with AI Agents, Virtual Agents, or LLM-based systems is a plus.
- Experience with containerized environments (Kubernetes, Docker).
- Experience with cloud platforms such as AWS, GCP, or Azure.
- Strong understanding of system reliability, observability, and security in enterprise environments.
Benefits
- We offer a variety of medical, dental, and vision plans designed to fit you and your family’s needs.
- Paid parental leave to support you and your family.
- Monthly Health & Wellness allowance.
- Work from home office stipend to help you succeed in a remote environment.
- Lunch reimbursement for in-office employees.
- PTO: 3 weeks in Canada.