Senior Principal Software Engineer, Go To Market Experiences

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Develop and implement a long-term technical strategy for the GTM Experiences line of business, ensuring it aligns with the company's objectives and enhances customer experience outcomes.

• Direct the architectural vision for essential platform capabilities that enhance both customer and agent experiences, including contact center infrastructure, AI-driven support systems, internal tooling for agents, and systems for onboarding and activation, as well as product-led growth initiatives.

• Assess and mitigate risks associated with significant technical investments, such as platform migrations, vendor integrations, and large-scale architectural transformations.

• Ensure that systems related to onboarding, support, and growth function as a unified, extensible platform instead of isolated point solutions.

• Collaborate with product, design, Care, Onboarding, and Growth leadership to translate strategic objectives into scalable technical solutions that drive improved outcomes and operational efficiency.

• Establish architectural guidelines and engineering standards that promote long-term platform scalability, flexibility, and speed.

• Offer technical leadership and mentorship to senior engineers, elevating the overall engineering quality within the GTM Experiences organization.

• Shape technical direction across various teams and functions, aligning stakeholders around common platform decisions and long-term strategies.

• Utilize cutting-edge AI tools to enhance development workflows, increase velocity, and help innovate new methodologies for building, fostering a culture of innovation and productivity within the team.

⛳️ Requirements

• Over 10 years of experience in software engineering, with a robust foundation in developing and enhancing large-scale distributed systems and customer-facing platforms.

• Proven experience in defining technical strategies or architectures for complex platforms that span multiple systems and teams.

• Strong systems thinking and platform design expertise, with the capability to integrate individual services and tools into cohesive technical ecosystems.

• Demonstrated ability to lead impactful architectural decisions and navigate organizations through intricate technical transitions.

• Experience in influencing technical direction across teams and collaborating with product, design, and operational partners to achieve significant business outcomes.

• Excellent communication skills with the ability to convey complex technical concepts clearly to both technical and non-technical audiences.

• A history of mentoring senior engineers and enhancing the engineering standards within an organization.

• Experience in customer experience platforms, workflow systems, or other intricate operational software environments is highly preferred.

🏝️ Benefits

• Learn more about our benefits at https://careers.toasttab.com/toast-benefits.