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 Experience team builds the systems and tools Toast's care agents rely on to support restaurants every day—the foundation behind every phone call, chat conversation, and support case.
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
- Lead the design and development of next-generation Toast software services and applications that connect the contact center platform with backend systems
- Own the reliability and performance of business-critical agent tools
- Partner closely with Product Management, Care, QA and other Software teams on the product roadmap
- Make pragmatic technical decisions balancing vendor platform capabilities, integration complexity, system reliability, and delivery speed
- Lead technical design and architecture decisions
- Mentor and support other engineers through code reviews, pairing, and technical guidance
- Leverage cutting edge AI tools to enhance development workflow
Requirements
- 8+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages
- Experience designing and implementing AWS-native integrations, including Lambda-based access to backend services and event-driven architectures using services such as EventBridge or Kinesis
- Proven ability to set technical direction for complex systems and lead work from architecture and design through launch, operation, and iteration
- Demonstrated technical leadership, including driving alignment across engineering, product, operations, and business stakeholders
- Experience integrating with third-party platforms and vendor systems
- Strong focus on reliability, security, and operational excellence
- Ability to turn operational workflows and evolving requirements into effective technical solutions
- Familiarity with modern AI-assisted development tools, such as Cursor, Claude, or MCP servers