Staff Software Engineer - AI/Agent Engineer, Care Automation

Toast

13h • $151,000 - $309,000 • Hybrid

About The Position

Toast is seeking an AI/Agent Engineer to join its Care Automation team, which builds the systems, automations, platforms, workflows, and integrations used by Customer Care Agents. The role will help define how intelligent automation changes care operations by building an AI layer across care systems, combining large language models, agentic frameworks, and workflow automation to reduce manual effort and improve outcomes for agents and customers.

The engineer will design and build AI-powered automations across Toast’s Care tool suite, including Salesforce Service Cloud and Amazon Connect. Working with software engineers, Salesforce developers, and operations stakeholders, the role will deliver production-grade AI systems that measurably improve Customer Care operations and customer experience. The position also involves operating and monitoring AI systems, responding to incidents, and iterating based on operational data and agent feedback.

Toast describes its culture as one that values learning and using AI tools to build for customers faster, more independently, and with higher quality. The company embraces a hybrid work model, with in-office expectations varying by region. Compensation includes base salary, potentially eligible overtime and bonus or commissions, equity, and benefits. The listed base salary ranges are $193,000–$309,000 in Zone A, $168,000–$269,000 in Zone B, and $151,000–$242,000 in Zone C; starting pay depends on skills, experience, and geographic location.

Requirements

• At least 5 years of software engineering experience, including meaningful hands-on experience building AI/ML systems in production.
• Practical experience with large language models, agentic frameworks such as LangChain or 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 among 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 such as Bedrock, SageMaker, and 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 care technology, including Salesforce, Amazon Connect, and iPaaS workflow automation platforms.
• Prototype and iterate on agentic solutions that take autonomous actions across care systems, using 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 turn care workflows into intelligent automated solutions.
• Use AI-augmented development tools to increase development velocity and code quality.

Benefits

• Benefits are included in Toast’s total rewards package; the posting links to the company benefits page but does not specify individual benefits.
• Equity.
• Cash compensation may include overtime and bonus or commissions if eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior