Senior Software Engineer, Care Experience
Core
Building intelligent platforms and tools for chat, voice, and agent-assisted support channels to help Toast's support agents resolve customer issues faster and improve AI-driven self-service.
Role type
Senior Software Engineer (Support Technology & AI Systems)
Builds
Scalable backend services, workflows, and integrations for business-critical support systems used by thousands of agents.
Domain
Hospitality technology, Customer Support, AI/ML
Deliverable
production ML models | product features | infrastructure
Required skills
Java, Kotlin, object-oriented programming, API design, distributed systems, operational reliability, AI tooling (Cursor, Claude, MCP servers), end-to-end project ownership
Preferred skills
Experience with third-party platform integration, technical architecture design, mentoring engineers
Technologies
Java, Kotlin, Cursor, Claude, MCP servers
Responsibilities
Design and operate core components of Support Technology platforms; Own and evolve backend services powering chat, voice, and agent-assisted channels; Ensure reliability and scalability of business-critical systems; Partner with product, design, and AI teams to translate workflows into software; Develop and integrate AI-driven capabilities for support workflows; Participate in technical design and architecture discussions; Mentor and support other engineers through code reviews and pairing.
Seniority
Senior, hands-on IC with mentorship responsibilities
