Staff Software Engineer (AI/Agent Engineer, Care Automation)

• 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

• We are looking for an AI/Agent Engineer to join this team and help define how intelligent automation changes the way care operations work at Toast

• You will be at the center of building the AI layer across our care systems, bringing together large language models, agentic frameworks, and workflow automation to reduce manual effort and improve outcomes for both agents and customers

• In this role, you will design and build AI-powered automations that work across our Care tool suite, including Salesforce Service Cloud and Amazon Connect

• You will partner closely with software engineers, Salesforce developers, and operations stakeholders to ship production-grade AI systems that make a measurable difference for our Customer Care teams and customers

• 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

Benefits

• Peer and company recognition programs

• Unlimited Vacation

• Sabbatical opportunity after five years

• Professional Development Reimbursement Program

• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend

• Various peer and company recognition programs

• 401(k) and matching

• Medical, Dental, & Vision Coverage

• Mental Health Benefits

• Subsidized backup childcare- Ability to evaluate trade-offs between automation accuracy, latency, and cost in production AI systems

• Experience with event-driven architectures and building integrations across enterprise systems

• Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering

• Bachelor’s degree in Computer Science or a related field, or equivalent practical experience

• 5+ years of software engineering experience, with meaningful hands-on experience building AI/ML systems in production

• Strong backend engineering skills in Python, Java, or Go

• Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda)

• Hands-on experience with RAG architectures and vector databases

• Experience with Workato or another iPaaS platform

• Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect