Software Engineer (IC2)

Role Summary
This position involves developing and maintaining a modern, AI-assisted customer experience platform within a digital-first, serverless environment. The software engineer will contribute to building end-to-end features that support customer inquiry classification, context assembly, and response workflows. The role offers an opportunity to work on high-impact projects that enhance operational efficiency and customer engagement through cutting-edge cloud and AI technologies.

Responsibilities

• Develop and maintain the internal Experience Service Center portal used by operations specialists, including case workflows, agent assist, supervisor views, and administrative tools.
• Build and support integrations that provide customer context, AI-generated responses, and back-office data at the point of contact.
• Design and implement APIs and service layers for inbound inquiry classification, customer context assembly, and work routing.
• Create data visualizations and reporting dashboards using Snowflake to provide insights into volume, queue health, and agent productivity.
• Collaborate with UX designers and product managers to translate workflow research and operational requirements into functional features.
• Deploy and monitor cloud-based services on AWS using serverless components such as Lambda, API Gateway, Step Functions, S3, and DynamoDB.
• Experiment with and incorporate emerging AI tools and models, adapting best practices for integrated development.
• Write, test, and deploy scalable, reliable code with modern CI/CD pipelines.
• Troubleshoot and optimize system performance, ensuring continuous system improvement and stability.
• Foster a collaborative environment aligned with Agile methodologies, maintaining high ownership and delivery standards.

Qualifications

• 2 to 4 years of experience in software engineering, with a focus on web applications, APIs, or internal business software.
• Proven experience developing full-stack applications, including front-end, back-end, and data layers.
• Hands-on experience deploying production applications on AWS using serverless architecture components.
• Working knowledge of Snowflake or similar cloud data warehouse platforms.
• Proficiency with RESTful and event-driven APIs, including authentication, error handling, and retries.
• Daily use of AI-assisted coding tools such as Cursor, Claude Code, GitHub Copilot, or similar, with a drive to learn and experiment with new AI techniques.
• Demonstrates a builder’s mindset with strong ownership, adaptability, and ability to thrive in fast-paced environments.
• Experience working within Agile development processes.
• Bachelor’s degree in Computer Science, Software Engineering, Information Technology or equivalent practical experience.

Publishing Pay Range: $100,000.00 - $125,000.00 Annually

This is a fully remote role and can be performed from an approved location.