Staff Software Engineer - AI/Agent Engineer, Care Automation
About The Position
The Care Automation team builds the systems and automations that power how Toast supports its customers. Our work connects the platforms, workflows, and integrations that our Customer Care Agents rely on every day to resolve issues quickly and deliver a great customer experience. We are looking for an AI/Agent Engineer to join this team and help define how intelligent automation changes the way care operations work at Toast. You will be at the center of building the AI layer across our care systems, bringing together large language models, agentic frameworks, and workflow automation to reduce manual effort and improve outcomes for both agents and customers. In this role, you will design and build AI-powered automations that work across our Care tool suite, including Salesforce Service Cloud and Amazon Connect. You will partner closely with software engineers, Salesforce developers, and operations stakeholders to ship production-grade AI systems that make a measurable difference for our Customer Care teams and customers.
Requirements
- 5+ years of software engineering experience, with meaningful hands-on experience building AI/ML systems in production
- Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering
- Strong backend engineering skills in Python, Java, or Go
- Experience with event-driven architectures and building integrations across enterprise systems
- Ability to evaluate trade-offs between automation accuracy, latency, and cost in production AI systems
- Bachelor's degree in Computer Science or a related field, or equivalent practical experience
Nice To Haves
- Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect
- Experience with Workato or another iPaaS platform
- Hands-on experience with RAG architectures and vector databases
- Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda)
Responsibilities
- Design, build, and operate AI-powered automations and agentic workflows that help Customer Care Agents resolve issues faster and more consistently
- Build and maintain integrations between LLM-based systems and our care technology stack, including Salesforce, Amazon Connect, and iPaaS workflow automation platforms
- Prototype and iterate on agentic solutions that can take autonomous actions across care systems, with appropriate human-in-the-loop checkpoints
- Write automated tests and participate in code reviews to maintain code quality and system reliability
- Monitor AI system performance, respond to incidents, and iterate based on operational data and agent feedback
- Partner with software engineers, Salesforce developers, and operations stakeholders to translate care workflows into intelligent, automated solutions
- Leverage AI-augmented development tools to increase development velocity and code quality
Benefits
- competitive compensation and benefits programs
- great earnings potential
- means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
