Staff Software Engineer (AI/Agent Engineer, Care Automation)

Join Toast, a leading restaurant technology platform, as a Staff Software Engineer in the Care Automation team. In this role, you will design and build AI-powered automations that enhance customer care operations. You will work closely with software engineers, Salesforce developers, and operations stakeholders to create intelligent, automated solutions that improve efficiency and customer experience. Enjoy benefits such as unlimited vacation, professional development reimbursement, and comprehensive health coverage.

• Design, build, and operate AI-powered automations and agentic workflows that help Customer Care Agents resolve issues faster and more consistently.
• Build and maintain integrations between LLM-based systems and our care technology stack, including Salesforce, Amazon Connect, and iPaaS workflow automation platforms.
• Prototype and iterate on agentic solutions that can take autonomous actions across care systems, with appropriate human-in-the-loop checkpoints.

• Ability to evaluate trade-offs between automation accuracy, latency, and cost in production AI systems
• Experience with event-driven architectures and building integrations across enterprise systems
• Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering
• Bachelor's degree in Computer Science or a related field, or equivalent practical experience
• 5+ years of software engineering experience, with meaningful hands-on experience building AI/ML systems in production
• Strong backend engineering skills in Python, Java, or Go
• Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda)
• Hands-on experience with RAG architectures and vector databases
• Experience with Workato or another iPaaS platform
• Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect