Staff Software Engineer - AI/Agent Engineer, Care Automation

Role overview A staff-level AI/Agent Engineer role on a Customer Care Automation team that builds intelligent systems for restaurant and food-service operators. The work focuses on weaving large language models, agentic frameworks, and workflow automation into the platforms contact center agents use every day, including Salesforce Service Cloud and Amazon Connect. The goal is to reduce manual effort, accelerate resolution times, and improve outcomes for both internal teams and end customers.

Responsibilities - Design, build, and operate AI-powered automations and agentic workflows that help care agents resolve issues faster and more consistently - Build and maintain integrations between LLM-based systems and the care technology stack, including Salesforce, Amazon Connect, and iPaaS workflow platforms - Prototype and iterate on agentic solutions that can take autonomous actions across care systems, with appropriate human-in-the-loop checkpoints - Write automated tests, participate in code reviews, and monitor AI system performance, responding to incidents as they arise - Partner with software engineers, Salesforce developers, and operations stakeholders to translate real care workflows into intelligent automated solutions - Use AI-augmented development tools to raise development velocity and code quality

Requirements - 5+ years of software engineering experience with meaningful hands-on work building production AI/ML systems - Practical experience with large language models, agentic frameworks such as LangChain or LangGraph, and prompt engineering - Strong backend engineering skills in Python, Java, or Go - Experience with event-driven architectures and integrating across enterprise systems - Ability to evaluate trade-offs between accuracy, latency, and cost in production AI systems - Bachelor's degree in Computer Science or a related field, or equivalent practical experience

Nice to have - Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect - Familiarity with Workato or another iPaaS platform - Hands-on experience with retrieval-augmented generation architectures and vector databases - Working knowledge of AWS AI/ML services like Bedrock, SageMaker, and Lambda

Benefits and work setup - Remote-friendly role within a hybrid model that values in-person collaboration as well as flexibility - Full-time compensation with base salary, potential bonus or equity, and a benefits package; listed ranges span roughly $151,000 to $309,000 USD depending on geographic zone