Senior Software Engineer, Care Experience

Toast is a company focused on building a restaurant platform that empowers restaurants to thrive. They are seeking a Senior Software Engineer to develop and improve the systems and tools used by care agents to support restaurants, ensuring efficient resolution of issues and enhancing operational workflows.

Responsibilities:

• Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics
• Build and evolve integrations between the contact center platform and Toast’s backend systems, enabling real-time access to customer data, account state, device information, and case history
• Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment
• Partner closely with care operations to understand agent workflows, identify friction, and translate operational needs into solutions that improve resolution speed and efficiency
• Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed—operating effectively within real-world constraints
• Contribute to technical design and architecture decisions, helping shape the foundation of Toast’s care tooling as the platform evolves and scales
• Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement

Requirements:

• 5+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages
• Proven ability to own complex systems or features end-to-end, from design through production and iteration
• Experience integrating with third-party platforms or vendor systems, including working within external constraints and evolving APIs
• Comfortable partnering closely with operations or internal teams to understand workflows and translate them into effective technical solutions
• Strong focus on reliability and operational excellence, with an understanding of how system performance impacts business outcomes
• Familiarity with modern AI-assisted development tools (e.g., Cursor, Claude, MCP servers)
• Self-starter who takes ownership of problems, builds relationships across teams, and drives work forward even when requirements are evolving