Senior Software Engineer

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

📋 Description

• Oversee the complete development of the Experience Center, from defining problems and architecture to production deployment and operational management.

• Lead outcome-driven delivery for the Experience Center: collaborate with product teams to identify significant customer and business outcomes, assess impact post-launch, and prioritize tasks based on the outcomes they facilitate rather than just the features delivered.

• Define the technical direction and patterns for the Experience Center stack, in close collaboration with the Staff Software Engineer managing the customer-facing Digital Experience track.

• Actively write, review, and deploy production code on a daily basis, particularly during the initial development phase.

• Design integrations with our internal generative AI platform, Salesforce, core policy administration systems, and telephony and CTI layers.

• Establish and uphold engineering standards for the Experience Center, including code reviews, testing, CI/CD, security, performance, and accessibility.

• Mentor and guide Software Engineers within the Experience Center team, enhancing the collective technical skills of the team.

• Advocate for AI-assisted coding tools (Cursor, Claude Code, Codex) and outline the best practices for their effective use in production environments.

• Collaborate with UX, AI Engineering, automation, the Data Platform team, and the Service Excellence and Experience product team.

• Lead incident response efforts and conduct post-incident reviews for the systems under your responsibility.

• Maintain documentation including solution design documents, architecture decision records, runbooks, and onboarding materials that enhance the team's knowledge base.

⛳️ Requirements

• A minimum of 6 years of professional software engineering experience, including roles as a tech lead or senior individual contributor on critical operations or customer-facing products.

• Proven experience in leading the design and implementation of a complex system from start to finish on AWS, including serverless components.

• Strong hands-on experience with Snowflake or a similar cloud data warehouse.

• Daily, proficient use of AI-assisted coding tools (Cursor, Claude Code, GitHub Copilot, or similar), along with a clear perspective on team adoption strategies.

• Preferred experience in developing or significantly contributing to internal software for contact centers, operations teams, or other continuous workflows.

• A history of mentoring and developing fellow engineers, along with a commitment to enhancing overall engineering quality across the team.

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or equivalent practical experience.

🏝️ Benefits

• Competitive salary and annual incentive bonuses to recognize your contributions.

• 33 days of paid time off (including PTO, holidays, Volunteer Day, and significant personal days).

• Paid parental leave after 90 days of employment.

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) plan with company match, along with a Profit Sharing & Savings Plan.

• Short- and Long-Term Disability Insurance for your peace of mind.

• Flexible Spending Accounts for medical and dependent care expenses.

• Life Insurance to safeguard your loved ones.

• Educational assistance to foster your career development.

• Associate assistance programs for your personal and professional well-being.