LEAD Software Engineer-Integration & Automation (HYBRID)

State Farm•Dunwoody, GA

1d•Hybrid

About The Position

Our IT Support Engineering team is focused on transforming how enterprise technology support is delivered. We partner across product, engineering, operations, and support teams to build modern support experiences that are efficient, intuitive, and scalable. We combine software engineering, automation, AI, and user-centered design to improve how people access help—whether through live support, self-service, chat, voice, or mobile solutions. Our mission is to: Elevate the user experience through data-informed, customer-centered support solutions. Automate with intention by balancing AI, self-service, and human interaction. Deliver quality at every level through reliable platforms, strong engineering practices, and continuous improvement. If you’re excited about solving complex problems and shaping the future of enterprise technology support, we’d love to hear from you. As a Lead Software Engineer, you will help shape the future of enterprise IT support by leading delivery across a connected ecosystem of support platforms, including ServiceNow, Amazon Connect, chatbot and virtual agent technologies, and mobile applications. This role goes beyond hands-on engineering. You will influence technical direction across internal teams and external delivery partners, helping align priorities, improve execution, and raise engineering standards across a broad portfolio of solutions and integrations. This is an exciting opportunity for someone who enjoys working at the intersection of software engineering, product delivery, platform integration, AI-enabled automation, and technical leadership.

Requirements

5+ Years Of Experience
Proficiency in one or more modern programming languages such as JavaScript, TypeScript, Java, or Python
Experience with ServiceNow, or strong web application development experience with the ability and willingness to learn the platform
Experience building and supporting APIs, integrations, and enterprise applications
Strong troubleshooting skills and experience resolving complex technical issues
Strong communication skills and the ability to collaborate effectively across technical and business teams

Nice To Haves

Experience with ServiceNow development, workflows, portals, or Virtual Agent
Full-stack development experience with modern frameworks such as React or Node.js
Familiarity with AWS, CI/CD, observability tools, and automation practices
Understanding of IT service management (ITSM) and support operations
Interest in applying AI and Generative AI to improve engineering and support experiences

Responsibilities

Lead end-to-end delivery of enterprise support solutions, from ideation and proof of concept through deployment, support, and enhancement
Drive technical design, code quality, and Agile/DevOps delivery practices across multiple platforms and teams
Partner with architects, UX designers, product stakeholders, platform owners, and external partners to deliver integrated, user-centered solutions
Influence engineering standards, technical direction, and delivery execution across cross-functional teams
Oversee solution reliability, quality, observability, and operational support
Mentor engineers and promote best practices in software development, collaboration, and continuous improvement
Advance innovation in chatbot experiences, AI/Generative AI, workflow automation, and support platform modernization