Software Engineer

Role Summary

This position involves developing and maintaining a modern, AI-assisted customer experience platform within a digital-first, serverless environment. The software engineer will contribute to building end-to-end features that support customer inquiry classification, context assembly, and response workflows. The role offers an opportunity to work on high-impact projects that enhance operational efficiency and customer engagement through cutting-edge cloud and AI technologies.

Responsibilities

- Develop and maintain the internal Experience Service Center portal used by operations specialists, including case workflows, agent assist, supervisor views, and administrative tools. - Build and support integrations that provide customer context, AI-generated responses, and back-office data at the point of contact. - Design and implement APIs and service layers for inbound inquiry classification, customer context assembly, and work routing. - Create data visualizations and reporting dashboards using Snowflake to provide insights into volume, queue health, and agent productivity. - Collaborate with UX designers and product managers to translate workflow research and operational requirements into functional features. - Deploy and monitor cloud-based services on AWS using serverless components such as Lambda, API Gateway, Step Functions, S3, and DynamoDB. - Experiment with and incorporate emerging AI tools and models, adapting best practices for integrated development. - Write, test, and deploy scalable, reliable code with modern CI/CD pipelines. - Troubleshoot and optimize system performance, ensuring continuous system improvement and stability. - Foster a collaborative environment aligned with Agile methodologies, maintaining high ownership and delivery standards.

Qualifications

- 2 to 4 years of experience in software engineering, with a focus on web applications, APIs, or internal business software. - Proven experience developing full-stack applications, including front-end, back-end, and data layers. - Hands-on experience deploying production applications on AWS using serverless architecture components. - Working knowledge of Snowflake or similar cloud data warehouse platforms. - Proficiency with RESTful and event-driven APIs, including authentication, error handling, and retries. - Daily use of AI-assisted coding tools such as Cursor, Claude Code, GitHub Copilot, or similar, with a drive to learn and experiment with new AI techniques. - Demonstrates a builder’s mindset with strong ownership, adaptability, and ability to thrive in fast-paced environments. - Experience working within Agile development processes. - Bachelor’s degree in Computer Science, Software Engineering, Information Technology or equivalent practical experience.