Senior Software Engineer, Care Experience

## Senior Software Engineer, Care Experience Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Care Experience team is transforming how Toast supports its customers across chat, voice, and agent-assisted channels. We build the intelligent platforms and tools that power every support interaction—helping agents resolve issues faster, improving AI-driven self-service, and ensuring customers get accurate, timely help when it matters most. This is a high-impact domain. Support systems must operate reliably under urgent, business-critical conditions, integrate deeply with customer, device, and account data, and scale across millions of interactions while maintaining trust, accuracy, and speed. The platforms built by this team directly shape how effectively Toast can reduce friction, resolve issues end-to-end, and deliver a differentiated support experience as we grow—modernizing our core support infrastructure through a unified contact center platform foundation and AI-driven capabilities that improve routing, resolution, and outcomes. As a Senior Software Engineer on Care Experience, you'll focus on agent tooling and voice/chat AI systems at the heart of Toast's support ecosystem. You'll build and evolve platforms used daily by thousands of support agents and across millions of customer interactions, working at the intersection of distributed systems, AI-enabled experiences, and operational reliability to ensure support is fast, resilient, and deeply connected to Toast's products and data. If you're motivated by large-scale platform work, excited to operate at the intersection of customer experience, agent experience, and intelligent systems, and eager to build software that meaningfully shapes how Toast supports restaurants at scale, this role offers a rare opportunity to do so. ## Responsibilities - Design, build, and operate core components of our Support Technology platforms, delivering scalable solutions with meaningful impact across customer-facing support experiences and agent tooling. - Own and evolve backend services, workflows, and integrations that power chat, voice, and agent-assisted support channels. - Contribute to the reliability, performance, and scalability of business-critical support systems, ensuring they operate effectively under urgent, real-world conditions. - Partner closely with product, design, AI, and operations to translate complex support workflows and customer needs into robust, maintainable software solutions. - Develop and integrate AI-driven capabilities for support workflows, leveraging and managing third-party platforms and external partner APIs. - Participate in technical design and architecture discussions, helping shape team-level technical direction and tradeoffs. - Mentor and support other engineers through code reviews, pairing, and technical guidance, contributing to a culture of quality and continuous improvement. ## Requirements - 5+ years of experience in software engineering, with a strong background building and maintaining production systems using Java, Kotlin, or other object-oriented languages. - Experience designing and operating APIs and services that support customer-facing or internal tools. - Proficient with AI tooling such as Cursor, Claude, and MCP servers. - Proven ability to own complex features or projects end-to-end, from design through production and iteration. - Experience shipping and operating business-critical systems with a focus on reliability, performance, and operational excellence. - Ability to collaborate effectively across teams and communicate technical concepts clearly to both technical and non-technical partners. - Focused on delivering positive impact for Toast customers. ## Nice to Have - Experience with AI-driven systems and integration with third-party platforms. - Strong understanding of distributed systems and operational reliability. - Experience with modern development practices and tools. ## Benefits - Competitive compensation and benefits programs. - Hybrid work model that fosters in-person collaboration while valuing individual needs. - Emphasis on diversity, equity, and inclusion. - AI tools to support hiring process. - Total rewards philosophy that includes health, wellness, and flexibility.