Lead Software Engineering Lead

About the role

San Ramon, CA (Onsite) We're looking for a senior engineer to own and extend the platform that powers customer support operations, an AI-driven Python/FastAPI service connecting Gladly, Sierra AI, Zoho CRM, and Shopify.

Responsibilities

• AI conversation classification pipelines using OpenAI GPT-4o, AWS Bedrock, and sentence embeddings (BGE/SentenceTransformers)
• Event-driven serverless backend on AWS Lambda + SQS
• Integrations with Gladly, Sierra AI, Shopify (GraphQL + REST), Zoho CRM, and SimpleSat
• Analytics reporting via New Relic NRQL with a React/TypeScript dashboards
• Develop and Maintain Gladly Configurations and customizations and build tools to help agents develop, configure & test AI agent to interact with customer queries.

Skills

Required:

• Python FastAPI, async/await, Pydantic, pytest
• AWS Lambda, SQS, DynamoDB, Secrets Manager
• LLM integration OpenAI SDK, AWS Bedrock, prompt engineering
• Sentence embeddings & semantic similarity (SentenceTransformers, cosine scoring)
• SaaS REST API integrations (Gladly, Shopify, or similar)
• React + TypeScript

Nice to have:

• New Relic NRQL
• K6 load testing / TypeScript automation scripts
• SAML2 / auth middleware