Senior Software Engineer, Backend

About the role

You will architect and maintain the core backend systems that power real-time agent assist capabilities for chat and email across global customer deployments. You will own critical extensions of the authentication stack that secure both internal workflows and external enterprise integrations. This role demands deep collaboration with frontend platform teams, machine learning groups, and infrastructure partners to ensure seamless operation of conversational AI at scale. You will troubleshoot complex production issues that impact user experience and system performance in live customer environments. You will translate ambiguous product requirements into robust backend services that meet enterprise security and compliance standards. You will play a substantial role in designing context propagation and session lifecycle management for real-time conversations. You will serve as a technical owner for key authentication and authorization components across the platform. You will uphold and instill engineering best practices that raise the quality of deliverables across the organization.

Key facts

What you'll do

Architect and evolve backend services that enable seamless agent assist integration for chat and email channels with downstream systems.

Expand the capabilities of agent assist backend services to address diverse customer requirements and new feature requests under varying operational constraints.

Diagnose and resolve customer issues that block integrations, degrade user experience, or impair system performance in production environments.

Collaborate with the authentication and security team to design and implement authentication mechanisms for users, service accounts, virtual agents, server workloads, and cloud based integrations.

Work cross functionally with product, frontend platform, machine learning, and infrastructure teams to define and deliver reliable backend solutions.

Maintain and enhance the reliability, security, and scalability of conversation state management, context propagation, and session lifecycle systems.

Partner closely with customers to understand integration challenges and own the technical narrative and deliverables for enterprise deployments.

Apply and enforce engineering best practices in code reviews, testing, documentation, and daily operations to maintain high quality standards.

Ensure that backend services meet stringent requirements for high availability, low latency, and strong observability in real-time communication scenarios.

Implement authentication, authorization, compliance, and enterprise security best practices across internal workflows and external customer integrations.

Support the rollout of agent assist integrations in customer environments by providing technical guidance and integration support.

Continuously evaluate emerging standards and technologies to improve the robustness and efficiency of backend and authentication systems.

Contribute to the long term vision of a robust, reliable, secure, and extensible platform that satisfies enterprise demands while controlling operational costs.

Engage with the broader Cresta ecosystem to align backend initiatives with product strategy and customer success outcomes.

Requirements

Must have a Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Must have 8+ years of professional software engineering experience with a strong track record of delivering backend systems at scale.

Must be proficient in designing, building, and operating distributed systems that handle real-time communication and high concurrency.

Must have hands on experience with authentication and identity protocols such as OAuth 2.0, OpenID Connect, and related security standards.

Must be comfortable working with containerized services in cloud native environments and orchestration platforms like Kubernetes.

Must demonstrate strong ownership of production systems including monitoring, incident response, and post incident reviews.

Must have excellent written and verbal communication skills to collaborate effectively with cross functional stakeholders and customers.

Must be able to work independently and make sound technical decisions while managing ambiguity in a fast paced environment.

Nice to have

Experience contributing to open source projects relevant to backend or security domains.

Familiarity with CCaaS platforms and telephony integrations in contact center environments.

Knowledge of conversation AI pipelines, real-time inference systems, or ML model serving infrastructure.

Experience with compliance frameworks relevant to enterprise customers such as SOC 2 or GDPR.

Practical notes

This is a full-time position based in Canada with remote work eligibility.

No business travel is required for this role.

No visa sponsorship is currently available for this position.

Candidates must be available to start within a reasonable timeframe as determined by hiring leadership.