Senior Software Engineer, Care Experience

United States Digital Space LLC; United States; Hybrid; USD 140,000 - 190,000; Full time

Job summary

Toast is seeking a Senior Software Engineer for the Care Experience team to build and evolve agent tooling and AI-powered systems that support millions of customer interactions. You will work at the intersection of distributed systems, AI-enabled experiences, and operational reliability to ensure fast, resilient support across channels.

You will collaborate with product, design, and operations to translate complex workflows into scalable software, mentor engineers, and contribute to

Qualifications

• 5+ years of software engineering experience in production systems.
• Strong background designing and operating APIs/services supporting customer-facing or internal tools.
• Proficient with AI tooling such as Cursor, Claude, MCP servers.

Responsibilities

• Design, build, and operate core components of the Support Technology platforms.
• Own and evolve backend services, workflows, and integrations for chat, voice, and agent-assisted channels.
• Improve reliability, performance, and scalability of business-critical systems under real-world conditions.
• Collaborate with product, design, AI, and operations to translate customer needs into robust software solutions.
• Develop and integrate AI-driven capabilities and manage third-party APIs.

Skills

Java

Kotlin

APIs & services

AI tooling

End-to-end ownership

Tools

Cursor

Claude

MCP servers

Job description

the company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

The Care Experience team is transforming how the company supports its customers across chat, voice, and agent-assisted channels. We build the intelligent platforms and tools that power every support interaction—helping agents resolve issues faster, improving AI-driven self-service, and ensuring customers get accurate, timely help when it matters most.

This is a high-impact domain. Support systems must operate reliably under urgent, business-critical conditions, integrate deeply with customer, device, and account data, and scale across millions of interactions while maintaining trust, accuracy, and speed. The platforms built by this team directly shape how effectively the company can reduce friction, resolve issues end-to-end, and deliver a differentiated support experience as we grow—modernizing our core support infrastructure through a unified contact center platform foundation and AI-driven capabilities that improve routing, resolution, and outcomes.

As a Senior Software Engineer on Care Experience, you’ll focus on agent tooling and voice/chat AI systems at the heart of the company’s support ecosystem. You’ll build and evolve platforms used daily by thousands of support agents and across millions of customer interactions, working at the intersection of distributed systems, AI-enabled experiences, and operational reliability to ensure support is fast, resilient, and deeply connected to the company’s products and data.

If you’re motivated by large-scale platform work, excited to operate at the intersection of customer experience, agent experience, and intelligent systems, and eager to build software that meaningfully shapes how the company supports restaurants at scale, this role offers a rare opportunity to do so.

A day in the life (Responsibilities)

• Design, build, and operate core components of our Support Technology platforms, delivering scalable solutions with meaningful impact across customer-facing support experiences and agent tooling.

• Own and evolve backend services, workflows, and integrations that power chat, voice, and agent-assisted support channels.

• Contribute to the reliability, performance, and scalability of business-critical support systems, ensuring they operate effectively under urgent, real-world conditions.

• Partner closely with product, design, AI, and operations to translate complex support workflows and customer needs into robust, maintainable software solutions.

• Develop and integrate AI-driven capabilities for support workflows, leveraging and managing third-party platforms and external partner APIs

• Participate in technical design and architecture discussions, helping shape team-level technical direction and tradeoffs.

• Mentor and support other engineers through code reviews, pairing, and technical guidance, contributing to a culture of quality and continuous improvement.

What you'll need to thrive (Requirements)

• 5+ years of experience in software engineering, with a strong background building and maintaining production systems using Java, Kotlin, or other object-oriented languages.

• Experience designing and operating APIs and services that support customer-facing or internal tools.

• Proficient with AI tooling such as Cursor, Claude, and MCP servers

• Proven ability to own complex features or projects end-to-end, from design through production and iteration.

• Experience shipping and operating business-critical systems with a focus on reliability, performance, and operational excellence.

• Ability to collaborate effectively across teams and communicate technical concepts clearly to both technical and non-technical partners.

• Focused on delivering positive impact for the company customers

AI at the company

At the company, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits athttps://careers.toasttab.com/the company-benefits.

#LI-REMOTE

How the company Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:https://careers.toasttab.com/locations-the company

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At the company, our employees are our secret ingredient—when they thrive, we thrive.The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-the company.

*------*

*For roles in the United States, it is unlawful in Massachusetts to require or administer a *