Staff Software Engineer, Care Experience

Responsibilities

• Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics.
• Lead the design and development of next-generation Toast software services and applications that connect the contact center platform with backend systems, giving support teams real-time access to customer, account, device, and case information to deliver a seamless customer experience.
• Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment.
• Partner closely with Product Management, Care, QA and other Software teams on the product roadmap and requirements to build a long term vision for Toast and translate operational needs into solutions that improve resolution speed and efficiency.
• Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed—operating effectively within real-world constraints.
• Lead technical design and architecture decisions, helping shape the foundation of Toast’s care tooling as the platform evolves and scales.
• Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement.
• Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building - contributing to a culture of innovation and productivity across the team.
• What you'll need to thrive (Requirements)
• 8+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages.

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