Remote job
Staff Software Engineer, Care Experience
Job details
About this role
Role overview
Lead engineering work on the tools care agents use to support restaurants across phone, chat, and case workflows. The team is bringing information such as customer and account details, device status, and case history into a unified agent experience while migrating to a new contact center platform. The work combines hands-on software development, technical direction, and close partnership with care operations and product teams.
Responsibilities
- Own agent-facing projects from design and implementation through production, using agent feedback and operational measures to guide improvements. - Build services and applications that connect a contact center platform with backend systems and provide agents with timely customer, account, device, and case information. - Maintain the speed, availability, and reliability of tools used in a high-volume, always-on support environment. - Work with product, care operations, QA, and engineering partners to turn support needs into requirements, roadmap plans, and durable solutions. - Make practical architecture and implementation decisions that account for vendor limitations, integration complexity, reliability, and delivery pace. - Provide technical leadership through design decisions, code reviews, pairing, and guidance for other engineers.
Requirements
- At least eight years of software engineering experience building and operating production systems. - Strong experience with Java, Kotlin, or another object-oriented language. - Experience designing AWS-based integrations, including Lambda access to backend services and event-driven architecture. - Ability to lead technical design and deliver reliable systems with complex integrations and real-time dependencies. - Experience collaborating across engineering and product or operations teams, and supporting other engineers through technical guidance.
Benefits and work setup
The role follows a hybrid work model, with in-office expectations varying by region. Listed base salary ranges are $193,000–$309,000 for Zone A, $168,000–$269,000 for Zone B, and $151,000–$242,000 for Zone C. Starting pay depends on skills, experience, and location; additional compensation and benefits may apply.