Senior Software Engineer, Backend (AI Agent Integrations)

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
• Maintain full conversation state and context
• Support human agents with AI assistance after transfer

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