Full-Time
Software Engineer
Backend, AI Agent
Cresta
501-1,000 employees
Generative AI platform for contact centers
No salary listed
Remote in Canada
Remote
 Software Engineering (1) |
|---|
- Bachelor’s degree in Computer Science or a related field
- 2+ years of experience in backend system architecture, cloud services, or related technology fields
- Knowledge in designing and maintaining clear and robust APIs with a strong understanding of protocols including gRPC, REST
- Experience in high-performance database schema design and query optimization, including knowledge of SQL and NoSQL databases
- Experience in containerized application deployment using Kubernetes and Docker in microservices architectures
- Experience with cloud environments such as AWS, Azure, or Google Cloud, with a strong understanding of cloud security and compliance standards
- Design, develop, and maintain scalable and robust backend architectures for Cresta’s AI Agent solutions and proprietary models
- Collaborate with cross-functional teams including frontend engineers, machine learning engineers to ensure seamless integration of AI Agents into Cresta’s customer solutions
- Lead initiatives to enhance system scalability and reliability in production environments, focusing on backend services that support AI functionalities
- Drive efforts to optimize server response times, process large volumes of data efficiently, and maintain high system availability
- Innovate and implement security measures, cost-reduction strategies, and performance improvements in backend systems supporting AI Agents
- Bonus: experience working with Virtual Agent or AI Agent systems
Cresta builds an AI platform for contact centers that helps agents perform better and improves customer interactions. It offers Agent Assist, Conversation Intelligence, and AI Agents, all running on its Ocean-1 model to provide real-time coaching, workflow automation, and analysis of conversations. The platform integrates into cloud, hybrid, or on-premise systems and is sold via a subscription, targeting enterprise-scale contact centers. Cresta emphasizes human–AI collaboration to augment performance and delivers data-driven coaching and insights from large volumes of calls and chats.
Company Size
501-1,000
Company Stage
Series D
Total Funding
$276M
Headquarters
Palo Alto, California
Founded
2017
Simplify's Take
What believers are saying
- Surpassed $100M ARR by April 2026 with United Airlines and Marriott customers.
- Doug Leone appointed board chair and Carl Eschenbach rejoins amid rapid growth.
- Atento partnership expands multimillion-dollar reach into Latin America markets.
What critics are saying
- Gong.io's April 2026 Revenue Intelligence undercuts Agent Assist with Salesforce integration.
- Deepgram Aura-2's April 2026 low-latency model forces United Airlines client switch.
- Genesys Cloud AI Step 4 replicates Agent Operations Center, halving integration revenue.
What makes Cresta unique
- Cresta's Ocean-1 model powers use-case specific AI for contact centers using domain data.
- Unified platform integrates human Agent Assist with AI Virtual Agents for hybrid operations.
- Knowledge Agent proactively delivers real-time answers via ambient listening and screen context.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Paid Parental Leave
401(k) Retirement Plan
Remote Work Options
Wellness Program
Commuter Benefits
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Cresta launches Knowledge Agent: an agentic assistant delivering Proactive intelligence to contact center workers. Knowledge Agent eliminates guesswork, improves employee satisfaction, and increases first call resolution. Cresta, the unified customer experience AI platform for human and AI agents, announced the launch of Cresta Knowledge Agent, an AI assistant that works alongside human agents delivering precise answers in real time without the need for human prompting. "Contact center agents have a hard job. They're constantly juggling multiple tools to find the information they need, all while speaking to the customer at the same time," said Ping Wu, CEO of Cresta. "Knowledge Agent is a second brain for contact center agents. It hears what they hear and sees what they see, handling all of the searching for them and giving them the answers they need, right when they need them." Knowledge Agent connects what's being said with what's happening on screen, incorporating real-time browser context like account status, order history, and loyalty tier to deliver precise answers and link to relevant sources in real-time. Working proactively alongside the human agent, Knowledge Agent eliminates searching and guesswork during live customer conversations, improving employee satisfaction, increasing first call resolution, and shortening new agent ramp time. Mar 17, 2026 Prev Next 1 of 42,670 Knowledge Agent's capabilities include: * Persistent, browser-based user experience: Knowledge Agent operates in a browser sidebar and travels with the agent across tabs (e.g., moving from a CRM to a billing tool), ensuring knowledge is always within reach in an agent's primary workflow. * Proactive problem solving, listening in the background: Knowledge Agent doesn't wait to be prompted. Through ambient listening within the browser, it identifies the right moments to provide knowledge from live audio in real time. It then proactively supplies precise answers and cited knowledge sources, allowing agents to stay focused on the customer instead of typing into a search bar. * Unified conversation and on-screen context: Knowledge Agent leverages Context Fields to read specific data points on the human agent's screen, such as a customer's loyalty tier, booking class, or account status, to tailor every response to the specific customer. By making additional customer-specific data points readily available, Knowledge Agent unlocks more tailored answers in complex situations. This new level of context dramatically expands the value of real-time knowledge, replacing general articles and FAQs with precise answers that solve the particular customer's needs. As enterprises grapple with fragmented data across dozens of tools and browser tabs, Cresta Knowledge Agent solves the toggle-tax: the lost productivity and mental fatigue caused by constantly switching between CRMs, internal knowledge articles, and help desk tools. Knowledge Agent is the first in a series of next generation agentic assistants that will transform every aspect of human work in the contact center. Wu added, "With Knowledge Agent, generalists can handle a wider range of issues without transferring the customer or putting them on hold. And without the need to multi-task to find the information they need, they can focus on what they do best: serving the customer." [To share your insights with Aithority, please write to [email protected]]
Cresta has launched Knowledge Agent, an AI assistant that proactively delivers real-time answers to contact centre workers without requiring prompts. The tool operates in a browser sidebar and uses ambient listening to identify when to provide information during customer conversations. Knowledge Agent combines conversation context with on-screen data such as account status and order history to deliver precise, customer-specific answers rather than general FAQs. It travels with agents across multiple browser tabs and tools, eliminating the need to search whilst speaking with customers. The Sunnyvale-based company, which provides a unified customer experience AI platform, says the assistant improves employee satisfaction, increases first call resolution and reduces new agent training time. Cresta's clients include United Airlines, Cox Communications and NRG.
Forbes names Cresta one of America's Best Startup Employers of 2026. Mar 03, 2026, 17:00 ET This marks the third straight year Cresta has been named to the list, climbing the rankings year over year. SUNNYVALE, Calif., March 3, 2026 /PRNewswire/ - Cresta, the unified customer experience AI platform for human and AI agents, has been recognized as one of America's Best Startup Employers of 2026 by Forbes. View the award list on the Forbes website. Cresta ranked #58 overall out of 500 companies listed, and #21 in its category, climbing year-over-year from #154 in 2025 and #346 in 2024. "It's a true honor to be named one of America's best startup employers by Forbes," said Ping Wu, CEO of Cresta. "At the end of the day, a company is just a collection of people working toward a common mission, and it is the vision and talent of the incredible human beings who make up Cresta that make it such a special place to work." America's Best Startup Employers 2026 identified the top performing startups in the United States by gathering more than 7 million data points from over 20,000 eligible companies. More than 2500 companies qualified for in-depth analysis. In the end, only 500 companies were included in the ranking. Each employer's final evaluation was based on three key criteria: Employer Reputation, Employee Satisfaction, and Company Growth. Wu added, "Cresta is hiring across all functions. Come join us and help us build a once-in-a-generation AI platform." About Cresta: Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. Combining the best of AI and human intelligence, Cresta improves the customer experience and powers revenue and efficiency gains across every channel. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management. Companies like Alaska Airlines, Cox Communications, and Intuit use Cresta to power world-class customer experiences every day. Learn more at Cresta.com. SOURCE Cresta
Cresta launches command hub for human-ai contact centers. CMSWire's Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today's customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today's complex customer, organizational and technical landscapes. We've got you covered.
Cresta launches Agent Operations Center to manage the human-ai hybrid workforce for the customer experience. Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI supervisor. Cresta, the leading customer experience AI platform for human and AI agents, launched the Agent Operations Center, a first-of-its-kind unified command hub for all conversations in the contact center - both human and AI-led. The Agent Operations Center empowers supervisors with real-time visibility and instant intervention tools, so enterprises can deliver service that's accurate, compliant, and consistently on brand. "As AI agents handle more and more customer interactions, businesses need visibility and control in order to scale automation while still ensuring a world-class customer experience," said Cresta CEO Ping Wu. "The Agent Operations Center unlocks deeper automation opportunities for the enterprise, and puts greater control in their hands, so they can take advantage of AI-driven efficiencies, all with human experts at the wheel." The Agent Operations Center creates a new role for AI Supervisors, human experts who can guide or jump into AI Agent conversations when needed, resolving issues quickly and improving customer satisfaction. "We're super excited about the Agent Operations Center," said Philip Kolterman, CIO of Brinks Home. "We think human-in-the-loop is the future of the contact center. I think we'll look back and say this is where we first talked about that."