20 days ago
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 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.
Requirements
- 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.
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.