Sr Software Engineer

Description

The company's CRM product lets businesses sell, fulfil and service customers from one AI-driven platform. It covers customer service management, field service management and sales CRM.

This is a senior software engineering role building features for CSM Playbooks and customer service workflows, such as case and work order management and guided agent tools.

You will take complex components from start to finish, working with product, design and nearby platform teams on workflows that agents and customers use daily. The team values solid engineering basics, high quality at scale, and using AI to make customer processes quicker and smarter.

Responsibilities

• Own components through design, implementation, test automation and delivery to users, working from detailed requirements set with product owners.
• Build scalable, reusable applications and integration solutions on the company's platform and related technologies.
• Design maintainable, reusable software with a strong focus on performance and reliability.
• Drive critical technical initiatives from planning through deployment, and keep improving existing applications and services.
• Build proofs of concept and prototypes to test architecture and design decisions and show they are feasible.
• Review new platform features and assess whether the team should adopt them.
• Set and spread best practices for platform development, integrations and performance tuning.
• Encourage learning by sharing engineering and quality practices with the team.
• Mentor engineers to grow their technical skills and careers.

Requirements

• 5+ years of software engineering experience, including technical direction that other teams adopted.
• Effective and accountable use of AI coding assistants and agents.
• Hands-on experience writing agent instructions and prompts, designing autonomous workflows, and building evaluations to verify them.
• Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, including at least one model or orchestration migration carried through to production.
• Experience with system design, APIs, data modelling and testing across front-end, server-side and relational data, with a strong quality focus.
• Working experience with Java, JavaScript/TypeScript and React, and a demonstrated ability to learn new tools and frameworks quickly.
• Familiarity with automated testing frameworks (for example JUnit, Selenium, TestNG, Playwright) and with adding tests to CI/CD pipelines.
• On-call and incident command experience on customer-facing systems, including ownership of the systemic fixes that followed.
• Ability to troubleshoot complex systems and optimise performance across the stack.
• Bachelor's degree in CS, software engineering or a related technical field, or equivalent practical experience.
• Good to have: experience using AI coding tools such as Claude or Codex.
• Good to have: CRM domain knowledge and working experience.

Conditions

Work personas (flexible, remote, or required in office) are assigned based on the type of work and the employee's work location.

To determine persona eligibility, the company may use a third-party service to measure the distance between your primary residence and the nearest office.