Software Engineer - Customer Experience

What you'll be doing

• Design, build, and evolve intelligent customer experience solutions that integrate Salesforce CRM with AWS services and modern generative AI capabilities.


• Develop AI-powered experiences using Amazon Bedrock, LangChain, and modern LLM integration patterns to create context-aware, scalable, and customer-facing solutions.


• Build robust backend services and integrations to support customer workflows, including LLM orchestration, prompt workflows, RAG pipelines, and other generative AI features.


• Design and deliver complex customer experience initiatives from technical discovery through production deployment, ensuring scalability, reliability, and maintainability.


• Develop and refine prompt engineering strategies, grounding approaches, and AI interaction patterns that improve the quality, relevance, and safety of customer-facing AI experiences.


• Design and implement resilient APIs, event-driven integrations, and backend services that connect Salesforce, AWS platforms, internal systems, and external applications.


• Drive engineering excellence through strong CI/CD practices, using GitHub, Gearset, and deployment automation to support reliable and efficient releases.


• Champion observability, operational excellence, and production support practices to ensure enterprise-grade reliability, performance, and supportability of customer-facing systems and AI services.


• Participate in technical decision-making across architecture, integration design, AI/ML tooling, scalability, security, and long-term platform evolution.


• Partner closely with product managers, designers, architects, security, data, and infrastructure teams to ensure solutions are aligned, secure, reliable, and enterprise-ready.


• Collaborate effectively in a Scrum-based Agile environment, using Jira and Confluence to drive execution, document decisions, and maintain delivery transparency.


• Evaluate emerging AI/ML technologies, frameworks, and engineering patterns, and apply them pragmatically to improve customer experience and operational efficiency.

What you'll bring to the role

• 3+ years of professional software engineering experience, with at least 3+ years in customer-facing platforms, enterprise integrations, or CRM-driven systems.


• Expertise in backend and application development using Python or Java, JavaScript or TypeScript, with the ability to build production-grade, scalable software systems.


• Strong experience designing and building cloud-native solutions on AWS, including services such as Lambda, S3, RDS, API Gateway, and CloudWatch, with a focus on scalability, resilience, and security.


• Proven experience integrating LLMs and generative AI capabilities into production-ready applications, ideally using Amazon Bedrock, LangChain, or similar frameworks.


• Experience building AI-powered backend services such as prompt orchestration layers, RAG workflows, retrieval pipelines, or other intelligent application patterns.


• Strong software engineering fundamentals, including distributed systems design, API development, testing strategies, code quality, and maintainable architecture.


• Experience with CI/CD pipelines, source control workflows, and automated deployments using tools such as GitHub and Gearset.


• Working knowledge of Agile/Scrum delivery models, and experience partnering across product, engineering, and business teams in sprint-based execution.


• Excellent communication skills with the ability to explain complex technical ideas clearly to both technical and non-technical audiences.

Nice to have

• Hands-on experience with Salesforce architecture and development, including Apex, Lightning, Flow, APIs, and data models, with a strong understanding of enterprise CRM workflows.


• Experience with advanced prompt engineering, evaluation strategies, and optimization techniques for customer-facing AI applications.


• Familiarity with vector databases, embeddings, and Retrieval-Augmented Generation (RAG) architectures.


• Experience with LangGraph, LangSmith, agentic workflows, or related frameworks for orchestrating more advanced AI application behavior.


• Background in enterprise security, compliance, and data governance , especially as it relates to AI adoption and customer data protection.


• Experience with containerization and orchestration technologies such as Docker and Kubernetes .


• Exposure to advanced AWS services such as SageMaker, AppConfig, or event-driven architectures.


• Track record of leading cross-functional technical initiatives or delivering large-scale platform improvements.

What we value

• Technical leadership and the ability to guide architecture, influence decisions, and elevate engineering practices across the team.


• Strong engineering discipline, with a focus on clean design, maintainable code, observability, testing, and production excellence.


• AI curiosity and pragmatism, balancing innovation with responsible, scalable implementation of emerging technologies.


• Ownership mindset, taking responsibility from idea to implementation to operational success.


• Mentorship and collaboration, with a genuine interest in helping others grow and working effectively across teams and functions.


• Customer focus, with the ability to connect technical solutions to better customer and business outcomes.

Why join us

• Lead innovation at the intersection of enterprise customer platforms and cutting-edge AI technology.


• Build intelligent, customer-facing solutions that have direct business impact and improve the overall customer experience.


• Shape technical direction for AI-enabled capabilities across Salesforce, AWS, and modern integration platforms.


• Work with a team that values engineering excellence, collaboration, and thoughtful adoption of emerging technologies.


• Mentor engineers, influence architectural decisions, and play a key role in the evolution of our customer experience platform.
  
  

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