Staff Software Engineer - AI/Agent Engineer, Care Automation at Toast

Job description

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. 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. A day in the life (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 What you'll need to thrive (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 Bonus Ingredients (Nice to Have) Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect Experience with Workato or another iPaaS platform Hands-on experience with RAG architectures and vector databases Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda) AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at careers.toasttab.com . #LI-Remote The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy . Zone A $193,000 — $309,000 USD Zone B $168,000 — $269,000 USD Zone C $151,000 — $242,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: careers.toasttab.com Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: careers.toasttab.com People Are the Secret Ingredient in Our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com . ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Requirements

Must-haves

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.
A day in the life (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
What you'll need to thrive (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
Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect
Experience with Workato or another iPaaS platform
Hands-on experience with RAG architectures and vector databases
Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda)
People Are the Secret Ingredient in Our Recipe for Success
Apply today!

Nice-to-haves

Bonus Ingredients (Nice to Have)

Application prep

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