Senior Software Engineer (Agent Experience)
About The Position
Join Avaya’s Agent Experience team to build the agent desktop for Avaya Infinity, an enterprise omnichannel contact-center platform. The desktop combines real-time voice and digital interactions, integrated modules, extensions, and CRM capabilities in a reliable agent workspace. The role delivers features across a React/TypeScript desktop and Go/Rust backend services, applying computer science fundamentals to state management, client/server coordination, messaging, and media integration. The platform serves deployments ranging from small environments to large enterprises, runs on Kubernetes across Azure AKS and Google GKE, and has planned on-premises support. The position requires hands-on agentic AI development, using tools such as Codex or Cursor to progress from rapid prototypes to well-designed, verified production software. The engineer contributes to architectural decisions, mentors engineers, and supports production systems.
Requirements
- Strong computer science fundamentals and first-principles reasoning, including concurrency, networking, and distributed systems, with the ability to explain tradeoffs and turn designs into production software.
- Experience building complex, stateful applications across clients and services, including hands-on backend experience and Go/Rust proficiency or demonstrated ability to become productive quickly.
- Strong React, TypeScript, and browser fundamentals, including asynchronous behavior, component architecture, state synchronization, performance, and accessibility.
- Experience with real-time reliability concerns such as persistent connections, concurrent sessions, state ownership, event ordering, idempotency, reconnects, and partial failures.
- Experience designing integrations using APIs, event-driven interfaces, modular applications, authentication and authorization; working knowledge of databases and caching.
- Ability to investigate issues across browser, network, and service boundaries using logs, metrics, traces, and automated tests.
- Experience with automated build and deployment pipelines, containers, and working familiarity with Kubernetes.
- Ability to clarify ambiguous requirements, coordinate across teams, and own software through production operation.
- Prior hands-on experience with coding agents and the ability to rapidly deepen that capability.
- Ability to work prompt-first by providing clear requirements, codebase context, architectural constraints, and verification criteria.
- Ability to choose an appropriate AI-assisted approach, such as pair programming, delegated implementation, multiple agents, or rapid prototyping and spikes.
- Bachelor degree or equivalent experience in Computer Science or Engineering.
- Must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Nice To Haves
- Contact-center or other real-time communications application experience, including voice and digital interaction workflows.
- WebRTC and browser media integration experience, including diagnostics for jitter, packet loss, and latency.
- Experience with multi-instance coordination, Citrix environments, desktop extensions, client SDKs, or CRM integrations such as Salesforce.
- Production Go or Rust experience; familiarity with WebSockets, SSE, NATS, or comparable messaging technologies.
- Experience with OpenTelemetry, AKS/GKE, and on-premises deployments.
Responsibilities
- Build features across the agent desktop and supporting services, partnering with product, design, and platform teams.
- Define state ownership and how clients and services synchronize, recover from failures, and preserve user work.
- Design session and media ownership across tabs, browsers, virtual desktops, and embedded clients to prevent conflicting actions.
- Develop real-time communication and media integrations, selecting appropriate APIs, streaming, and messaging patterns.
- Build extensibility and CRM integrations with clear contracts for lifecycle, shared context, permissions, and failure isolation.
- Include observability in the user experience through connection and media health indicators, useful diagnostics, and correlated client/backend telemetry.
- Deliver accessible, responsive, secure applications with meaningful tests covering critical workflows, concurrency, and recovery.
- Use AI agents effectively, contribute to architectural decisions, mentor engineers, and support production systems.
- Guide coding agents through implementation and testing, evaluate their output critically, and rework prototypes into production-grade designs.
- Own the correctness, security, maintainability, and performance of delivered software while following company AI-use policies.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
