Staff Software Engineer, Care Experience
Toast, Inc.Base Salary
$151k - $309k/yr
Responsibilities
- Drive the full lifecycle of care agent tooling from design through production, using agent feedback and operational metrics to iterate.
- Design and develop services and applications integrating the contact center platform with backend systems and real-time customer, account, device, and case information.
- Own the reliability and performance of business-critical agent tools in a high-throughput, always-on support environment.
- Partner with Product Management, Care, QA, and Software teams to translate operational needs into product and technical solutions.
- Make technical decisions balancing vendor capabilities, integration complexity, reliability, and delivery speed.
- Lead technical design and architecture decisions as the care tooling platform evolves and scales.
- Mentor engineers through code reviews, pairing, and technical guidance.
- Use AI-assisted development tools to improve engineering workflow and productivity.
Requirements
- At least 8 years of software engineering experience building and operating production systems with Java, Kotlin, or other object-oriented languages.
- Experience designing AWS-native integrations, including Lambda-based backend access and event-driven architectures using EventBridge or Kinesis.
- Ability to set technical direction for complex systems and lead work from architecture and design through launch, operation, and iteration.
- Demonstrated technical leadership and ability to align engineering, product, operations, and business stakeholders.
- Experience integrating third-party platforms and vendor systems with evolving APIs and external constraints.
- Strong focus on reliability, security, operational excellence, and the relationship between system performance and business outcomes.
- Ability to convert operational workflows and changing requirements into effective technical solutions while driving cross-team work.
- Familiarity with AI-assisted development tools such as Cursor, Claude, or MCP servers.
Benefits
- Hybrid work model with in-person collaboration and location-specific office expectations.
- Competitive total rewards including base salary, potential overtime, bonus or commissions when eligible, equity, and benefits.
- Inclusive hiring process with reasonable accommodations available for applicants with disabilities.
About Toast, Inc.
Bottom Line – Solving business problems and generating positive growth is our jam! We are focused on helping purpose-driven brands make a positive impact with predictable Inbound Growth Programs. As a small business, we get it. Growing pains are genuine for many companies in today’s evolving digital landscape. Standing apart from your competition, connecting with your customers, predictably hitting your goals, and scaling are becoming more challenging as local and global markets expand. But it's not impossible. Digging into the unique challenges your business encounters, we analyze every detail and identify opportunities to grow. Our conversational framework is based on data, mixed with beautiful design, story-telling, and smothered in personality to craft marketing and sales strategies that make it all happen. Do you want to transform your company into a crave-worthy brand that new and existing customers will love and promote? Let's Get Cookin'!