Senior Staff Engineer supporting M3 environments at a Global Digital Product Engineering company. Responsible for resolving complex issues and ensuring business continuity.
About the role
- Senior Software Engineer developing care agent tooling and integrating backend systems at Toast. Focusing on system performance, operational excellence, and effective solutions for internal users.
Responsibilities
- Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics.
- Build and evolve integrations between the contact center platform and Toast’s backend systems, enabling real-time access to customer data, account state, device information, and case history.
- Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment.
- Partner closely with care operations to understand agent workflows, identify friction, and translate operational needs into solutions that improve resolution speed and efficiency.
- Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed—operating effectively within real-world constraints.
- Contribute to technical design and architecture decisions, helping shape the foundation of Toast’s care tooling as the platform evolves and scales.
- Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement.
Requirements
- 5+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages.
- Proven ability to own complex systems or features end-to-end, from design through production and iteration.
- Experience integrating with third-party platforms or vendor systems, including working within external constraints and evolving APIs.
- Comfortable partnering closely with operations or internal teams to understand workflows and translate them into effective technical solutions.
- Strong focus on reliability and operational excellence, with an understanding of how system performance impacts business outcomes.
- Familiarity with modern AI-assisted development tools (e.g., Cursor, Claude, MCP servers).
- Self-starter who takes ownership of problems, builds relationships across teams, and drives work forward even when requirements are evolving.
Benefits
- Competitive compensation and benefits programs
- Health insurance
- Flexible working hours
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