Staff Software Engineer, Care Experience

Toast builds technology for restaurants and local businesses. The Staff Software Engineer, Care Experience will lead development and migration of agent-facing care tools, integrating customer and operational information to improve support speed, reliability, and efficiency.

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

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
• Experience designing and implementing AWS-native integrations, including Lambda-based access to backend services and event-driven architectures using services such as EventBridge or Kinesis
• Proven ability to set technical direction for complex systems and lead work from architecture and design through launch, operation, and iteration
• Demonstrated technical leadership, including driving alignment across engineering, product, operations, and business stakeholders
• Experience integrating with third-party platforms and vendor systems while navigating external constraints and evolving APIs
• Strong focus on reliability, security, and operational excellence, with an understanding of how system performance affects customers and business outcomes
• Ability to turn operational workflows and evolving requirements into effective technical solutions, while building relationships and driving work across teams
• Familiarity with modern AI-assisted development tools, such as Cursor, Claude, or MCP servers