Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities.
Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions.
Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system.
Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience.
Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making.
Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.

6+ years of software development experience in service-oriented architectures and backend development.
Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture.
Experience designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios.
Familiarity with RAG patterns, memory routing, and agent planning.
Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience.
Excellent collaboration and communication skills to work effectively across teams and domains.
Passion for agile development, system optimization, and team productivity enhancements.
Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience.

Senior Software Engineer, Community Support Engineering

Key skills