About the company
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
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.
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.
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.
Conditions
- Competitive compensation and benefits programs.
- Cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
- Base salary range: Zone A $193,000 - $309,000 USD; Zone B $168,000 - $269,000 USD; Zone C $151,000 - $242,000 USD.