Staff Software Engineer, Backend

The company unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. The company’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use the company to power world-class customer experiences every day.

Born from the Stanford AI Lab, the company has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. The company’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining the company to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at the company.

About the Role

We're seeking a Staff Software Engineer to lead the design and evolution of our backend systems that power the company's AI platform. You'll architect scalable, distributed systems that enable enterprise AI agents to deliver exceptional customer experiences through voice and digital channels. This role offers the opportunity to shape technical strategy, mentor engineers, and build production systems at the intersection of AI and enterprise software.

This is a generic backend engineering hire. Team matching will be conducted during the later stages of the hiring process based on your interests, experience, and team needs. You'll have the opportunity to explore different team areas and find the best fit for your skills and career goals.

Key Responsibilities

• Architecture & Leadership: Lead the architecture and evolution of large-scale distributed backend systems, driving cross-team technical initiatives from design through production

• Scalable Systems Design: Build high-performance, fault-tolerant backend services supporting real-time AI agents, conversation intelligence, and enterprise integrations

• AI/ML Collaboration: Partner with ML engineers to operationalize AI capabilities, building the runtime infrastructure and orchestration systems that power AI agents at scale

• Data & Storage Solutions: Design and optimize data storage and retrieval systems for real-time analytics and insights

• Production Excellence: Drive continuous improvements in system performance, cost efficiency, and scalability to handle

• high-volume production workloads

• Technical Mentorship: Mentor senior engineers, influence technical roadmap, and raise the bar for engineering quality across teams

Required Qualifications

• Bachelor's degree in Computer Science or related field

• 8+ years building scalable backend systems in production environments

• Proven experience leading large-scale distributed system architecture with deep understanding of consistency, fault tolerance, state management, and concurrency

• Strong proficiency in at least one major programming language (Python, Go, Java, C++, or similar)

• Strong API design expertise (REST, gRPC) and service-oriented architectures

• Experience with database design and optimization across SQL and NoSQL systems

• Hands-on experience with containerization and orchestration (Kubernetes, Docker)

• Cloud platform expertise (AWS, GCP, or Azure) with strong security knowledge

• Experience building developer-facing tooling (CLIs, SDKs, testing frameworks)

• Strong expertise in system reliability, observability, monitoring, and production ownership (including on-call)

• Excellent communication skills for technical decision-making, cross-functional collaboration, and mentorship

• High standards for code quality, testing, and engineering best practices

Preferred Qualifications

• Effective use of AI-assisted coding tools (Claude Code, OpenAI Codex, Cursor, etc.) to significantly boost development productivity

• Deep understanding of real-time communication systems, low-latency design, and high-availability architectures

• Proven track record with third-party enterprise platform integrations

• Experience with Temporal workflow orchestration platform

• Hands-on experience with Postgres, ClickHouse, and Elasticsearch

• Experience with Contact Center as a Service (CCaaS) platforms or contact center systems

• Familiarity with AI Agents, LLM-based systems, or AI orchestration platforms

• Real-time voice or streaming media systems background

• LLM integration experience (streaming inference, prompt orchestration, RAG)

• Infrastructure-as-code and GitOps workflows

Perks & Benefits

• We offer the company employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs

• Paid parental leave to support you and your family

• Monthly Health & Wellness allowance

• Work from home office stipend to help you succeed in a remote environment

• Lunch reimbursement for in-office employees

• PTO: 3 weeks in Canada

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US and Canada. Your recruiter can provide further details.

Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact [link for members] (if you are opting out, please use the subject ‘Opt-Out’ in your email).

Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.

Recruiting impersonation scams: We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All the company recruiting email communications will always come from the @the company .ai domain. Any outreach claiming to be from the company via other sources should be ignored.