Staff Software Engineer (Care Experience)

Join Toast, a technology company dedicated to helping restaurants and local businesses succeed in a digital world. As a Staff Software Engineer on the Care Experience team, you will play a crucial role in building the systems and tools that support our care agents in assisting restaurants. You will drive the migration to a new omnichannel contact center platform, integrate backend systems, design workflows, and continuously improve the experience based on agent feedback. This role offers the opportunity to make a tangible impact on how support is delivered at scale.

• Conduire le développement de bout en bout des outils pour les agents de support, en possédant l'ensemble du cycle de vie et en itérant en fonction des retours des agents.
• Diriger la conception et le développement des services et applications logiciels de nouvelle génération de Toast, en connectant la plateforme de centre de contact aux systèmes backend.
• Assurer la fiabilité et la performance des outils critiques pour les agents, en veillant à ce qu'ils restent rapides et disponibles dans un environnement de support toujours actif.

• Experience integrating with third-party platforms and vendor systems while navigating external constraints and evolving APIs
• Familiarity with modern AI-assisted development tools, such as Cursor, Claude, or MCP servers
• Experience designing and implementing AWS-native integrations, including Lambda-based access to backend services and event-driven architectures using services such as EventBridge or Kinesis
• Strong focus on reliability, security, and operational excellence, with an understanding of how system performance affects customers and business outcomes
• Proven ability to set technical direction for complex systems and lead work from architecture and design through launch, operation, and iteration
• 8+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages
• Ability to turn operational workflows and evolving requirements into effective technical solutions, while building relationships and driving work across teams
• Demonstrated technical leadership, including driving alignment across engineering, product, operations, and business stakeholders