Senior Software Engineer, Care Experience

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

📋 Description

• Lead the complete development process of care agent tools—from initial design to production—taking ownership of the entire lifecycle and iterating based on agent feedback and operational data.

• Develop and enhance integrations between the contact center platform and Toast’s backend systems, facilitating real-time access to customer data, account status, device details, and case histories.

• Ensure the reliability and performance of essential agent tools, maintaining their speed and availability in a high-throughput, always-on support environment.

• Collaborate closely with care operations to comprehend agent workflows, pinpoint areas of friction, and convert operational requirements into solutions that enhance resolution speed and efficiency.

• Make informed technical decisions that strike a balance between vendor platform capabilities, integration complexity, system reliability, and delivery speed—effectively navigating real-world constraints.

• Contribute to the technical design and architectural decisions, helping shape the framework of Toast’s care tooling as the platform progresses and scales.

• Guide and support fellow engineers through code reviews, pairing sessions, and technical mentoring, promoting a culture of ownership, quality, and ongoing improvement.

⛳️ Requirements

• Over 5 years of software engineering experience, demonstrating a solid track record in building and managing production systems using Java, Kotlin, or other object-oriented programming languages.

• Proven capability to take ownership of complex systems or features from design through to production and iterative improvements.

• Experience in integrating with third-party platforms or vendor systems, including working within external limitations and adapting to changing APIs.

• Comfortable collaborating closely with operations or internal teams to understand workflows and convert them into effective technical solutions.

• Strong emphasis on reliability and operational excellence, with an understanding of how system performance influences business results.

• Familiarity with modern AI-assisted development tools (e.g., Cursor, Claude, MCP servers).

• A self-motivated individual who takes initiative in resolving issues, builds relationships across teams, and propels work forward even amid evolving requirements.

🏝️ Benefits

• Competitive compensation and benefits programs

• Health insurance

• Flexible working hours