Software Engineer / Lead

Lead Software Engineer / Engineering Lead (Hands On)

San Ramon, CA (Onsite)

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 a 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