Staff Software Engineer - AI/Agent Engineer, Care Automation

Responsibilities

• 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
• Write automated tests and participate in code reviews to maintain code quality and system reliability
• Monitor AI system performance, respond to incidents, and iterate based on operational data and agent feedback
• Partner with software engineers, Salesforce developers, and operations stakeholders to translate care workflows into intelligent, automated solutions
• Leverage AI-augmented development tools to increase development velocity and code quality
• What you'll need to thrive (Requirements)
• 5+ years of software engineering experience, with meaningful hands-on experience building AI/ML systems in production
• Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering

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