Senior Full-Stack Software Developer, Customer Engagement Center
Overview
We are looking for a Senior Full-Stack Software Developer to build the applications, integrations, and AI-driven tools that make our Customer Engagement Center faster and more effective. You will work across the stack, from the enterprise GraphQL API layer that connects our systems to the user-facing experiences agents and customers rely on, including LLM-powered chatbots. You will partner with business stakeholders to turn complex requirements into clear, scalable solutions. You will also mentor developers and help set API and platform standards.
Key Responsibilities
- Design and build full-stack solutions that reduce handle time, automate routine work, and improve the customer and agent experience in the Customer Engagement Center.
- Design, build, and deploy user-facing chatbots and conversational assistants using LLMs, including prompt design, retrieval-augmented generation (RAG), tool/function calling, guardrails, and evaluation.
- Lead development of the enterprise GraphQL API layer, meeting performance, scalability, and security standards.
- Partner with business stakeholders and technical teams to understand needs and deliver simple, effective solutions.
- Define and enforce API design standards, governance, and best practices.
- Mentor mid-level and junior developers, fostering collaboration and technical excellence.
- Work with MS SQL, PostgreSQL, Oracle DB, and other data stores to ensure efficient data access and transformation.
- Improve developer experience so other teams can integrate with the platform easily.
- Take part in architecture discussions on integration patterns and enterprise connectivity.
- Drive continuous improvement in CI/CD pipelines, containerization, and deployment.
Required Skills & Qualifications
- 5+ years of professional software development experience.
- Expert proficiency in JavaScript/TypeScript and Node.js.
- Strong front-end experience with a modern framework (e.g., React) for building responsive, user-facing applications.
- Deep experience designing and implementing GraphQL and REST APIs.
- Hands-on experience building LLM-based applications, such as customer-facing chatbots or assistants, using LLM APIs (e.g., OpenAI, Anthropic, Azure OpenAI, AWS Bedrock).
- Strong understanding of API architecture, authentication, and authorization.
- Hands-on experience with relational databases (MS SQL, PostgreSQL, Oracle DB).
- Proficiency with Docker for containerization and deployment.
- Familiarity with event-driven architecture (SNS/SQS, Kafka).
- Knowledge of API gateway technologies and microservices architecture.
- Ability to explain complex technical concepts clearly to non-technical stakeholders.
- Proven track record delivering scalable solutions in enterprise environments.
Preferred Qualifications
- Experience integrating contact center or customer service platforms (e.g., CRM, telephony, case management, knowledge bases).
- Familiarity with vector databases, embeddings, and LLM observability and evaluation tooling.
- Familiarity with CI/CD pipelines, DevOps practices, and cloud platforms (AWS, Azure, or GCP).
- Strong leadership and mentoring skills, with the ability to influence technical direction.