Lead Software Engineer / Engineering Lead - San Ramon, CA (Onsite)

Lead Software Engineer / Engineering Lead

Location: San Ramon, CA (Regular 5 days Onsite)
Visa: Any valid visa is fine.

Overview

We're looking for a senior engineer to own and extend the platform that powers customer support operations, an AI-driven Python/FastAPI service connecting Gladly, Sierra AI, Zoho CRM, and Shopify.

<>What You'll Build

• AI conversation classification pipelines using OpenAI GPT-4o, AWS Bedrock, and sentence embeddings (BGE/SentenceTransformers)

• Event-driven serverless backend on AWS Lambda + SQS

• Integrations with Gladly, Sierra AI, Shopify (GraphQL + REST), Zoho CRM, and SimpleSat

• Analytics reporting via New Relic NRQL with React/TypeScript dashboards

• Develop and Maintain Gladly Configurations and customizations and build tools to help agents

• Develop, configure & test AI agent to interact with customer queries

Required Skills

• Python FastAPI, async/await, Pydantic, pytest

• AWS Lambda, SQS, DynamoDB, Secrets Manager

• LLM integration OpenAI SDK, AWS Bedrock, prompt engineering

• Sentence embeddings & semantic similarity (SentenceTransformers, cosine scoring)

• SaaS REST API integrations (Gladly, Shopify, or similar)

• React + TypeScript

Nice to Have

• New Relic NRQL

• K6 load testing / TypeScript automation scripts

• SAML2 / auth middleware