Senior Software Engineer, Care Experience

Toast•Toronto, ON

11h•Hybrid

About The Position

The Care Experience team builds the systems and tools Toast’s care agents rely on to support restaurants every day—the foundation behind every phone call, chat conversation, and support case. This work directly determines how quickly restaurants get back up and running. When agents have fast, reliable tools with the right context, they resolve issues in minutes. When they don’t, resolution slows—and every delay in fixing a payment issue, menu problem, or device failure costs restaurants real revenue. We’re rebuilding this experience from the ground up: migrating to a new omnichannel contact center platform and creating a true “single pane of glass” for agents. That means bringing together customer data, account context, device state, case history, and operational tools into one unified system—so agents can focus on solving problems, not piecing together information. As an engineer on this team, you’ll help define and build that foundation for how hundreds of care agents support tens of thousands of restaurants. You’ll drive the migration while also shaping what comes next—integrating backend systems, designing workflows, and continuously improving the experience based on how agents actually work. This work requires strong empathy for internal customers and a willingness to operate within real constraints. You’ll navigate complex integrations, vendor platform limitations, and real-time system dependencies—all while ensuring the system is reliable enough to support a high-throughput, always-on support organization. As a Senior Software Engineer, you’ll own projects end-to-end: building agent-facing features, improving system performance and reliability, and iterating based on real operational feedback. You’ll partner closely with product, care operations, and engineering teams to turn day-to-day support challenges into tools that measurably improve how support is delivered. If you’re motivated by building for internal customers, care about usability as much as system design, and want to see your work directly improve how teams operate at scale, this is a role with clear, tangible impact.

Requirements

5+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages.
Proven ability to own complex systems or features end-to-end, from design through production and iteration.
Experience integrating with third-party platforms or vendor systems, including working within external constraints and evolving APIs.
Comfortable partnering closely with operations or internal teams to understand workflows and translate them into effective technical solutions.
Strong focus on reliability and operational excellence, with an understanding of how system performance impacts business outcomes.
Familiarity with modern AI-assisted development tools (e.g., Cursor, Claude, MCP servers).
Self-starter who takes ownership of problems, builds relationships across teams, and drives work forward even when requirements are evolving.

Responsibilities

Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics.
Build and evolve integrations between the contact center platform and Toast’s backend systems, enabling real-time access to customer data, account state, device information, and case history.
Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment.
Partner closely with care operations to understand agent workflows, identify friction, and translate operational needs into solutions that improve resolution speed and efficiency.
Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed—operating effectively within real-world constraints.
Contribute to technical design and architecture decisions, helping shape the foundation of Toast’s care tooling as the platform evolves and scales.
Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement.