Staff Software Engineer, Care Experience

Remote · Boston · 8+ years experience · Posted Oct 14, 2026

At a glance

The Care Experience team builds the systems and tools Toast’s care agents rely on to support restaurants every day, serving as the foundation behind every phone call, chat conversation, and support case.
The team is rebuilding this experience from the ground up by migrating to a new omnichannel contact center platform and creating a true single pane of glass for agents.
As a Staff Software Engineer Tech Lead, you will own projects end-to-end by building agent-facing features, improving system performance and reliability, and iterating based on real operational feedback.

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, ensuring they remain fast and available in a high-throughput, always-on support environment.
Partner closely with Product Management, Care, QA, and other Software teams on the product roadmap and requirements to build a long term vision for Toast.
Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed.
Lead 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.
Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building.

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 while navigating external constraints and evolving APIs.
Strong focus on reliability, security, and operational excellence, with an understanding of how system performance affects customers and business outcomes.
Ability to turn operational workflows and evolving requirements into effective technical solutions, while building relationships and driving work across teams.
Familiarity with modern AI-assisted development tools, such as Cursor, Claude, or MCP servers.