Senior Platform Software Engineer

Designs, develops, and enhances backend services and customer-facing features for next generation customer support chat platform. Builds scalable solutions for chat, ticketing, and live-agent workflows, with integrations to enterprise reporting, forecasting, and data platforms.

Develops APIs, data models, and service integrations that support AI-assisted experiences such as knowledge retrieval, response suggestions, conversation summarization, and routing to the right support resource. Helps ensure these capabilities are reliable, secure, measurable, and useful to customers and support teams.

Owns defined platform components and API contracts. Participates in technical design, code reviews, testing, and troubleshooting to improve service quality and performance. Uses customer feedback, incidents, and telemetry to guide improvements.

Collaborates with engineers, product managers, and stakeholders to translate requirements into practical solutions. Follows secure coding practices and supports CI/CD, observability, maintenance, upgrades, and vulnerability remediation to keep services production ready.

Key Responsibilities

Platform Software Development:

• Own a bounded platform component (service module, SDK area) and evolve its contracts for multi-tenant use.

• Considers trade-offs in existing architecture; proposes moderate design improvements.

• Translates ambiguous requirements into scalable designs and implementation plans.

• Defines and stabilizes API contracts and dependencies for the application area.

• Recommends build priorities within the team using data from incidents, telemetry, and customer feedback.

• Systematically incorporates external feedback (forums, live-site reports) into backlog refinement.

• Mentors junior engineers; coordinates cross-functionally on feature delivery.

Software Development and Coding - Design, Testing, and Optimization:

• Designs software solutions and analyzes and helps identify requirements to achieve business and operational goals, independently.

• Adheres to and suggests improvements to all phases of the software development lifecycle.

• Utilizes working knowledge to develop new software features and enhancements following design specifications and develops documents to clarify software design and code.

• Leads code reviews in designated areas to help drive improvements.

• Conducts debugging and troubleshooting to identify and fix moderately complex software issues. Develops fixes for identified issues.

• Implements software testing (e.g., functional and non-functional testing), quality assurance processes, software error logging, monitoring, and observability for effective debugging, ensuring review by manager and/or lead throughout the process.

• Exercises judgment and discretion to conduct performance profiling and optimization of coding.

• Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality and integration.

• Implements moderately complex API versioning, lifecycle, and interoperability strategies.

Software Architecture - Software System Structural Design:

• Designs and develops software, systems, and services aligned to pre-defined system architecture.

• Develops working knowledge of software architecture decisions and best practices.

• Collaborates with team leads to review work to ensure alignment with software architecture.

• Implements moderately complex performance optimization and scalability strategies in software design.

Issue/Defect Collaboration - Software Products Support:

• Collaborates within and beyond immediate team to understand customer issues and align solutions.

• May provide technical guidance and support to customers regarding customer-reported issues, independently.

• Coaches, mentors, and guides others to advocate for customers' interests and suggests product enhancements based on feedback.

• Influences team to ensure customer satisfaction through timely resolution of issues and effective communication.

• Implements customer issue and/or defect handling and training processes, independently.

• Investigates and troubleshoots complex product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).

Practices and Standards Compliance - Security and Compliance:

• Collaborates with the team to establish and follow development practices and coding standards.

• Exercises judgment and discretion to ensure code quality and adherence to broad acceptance criteria during development.

• Keeps up to date with industry best practices and applies them to software development processes.

• Implements secure coding practices to prevent security vulnerabilities.

Development Operations - System Maintenance:

• Performs periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).

• Exercises judgment and discretion to drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.

Core Responsibilities

Planning & Execution:

• Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.

Collaboration & Partnership:

• Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.

Problem Solving:

• Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.

Continuous Learning:

• Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement:

• Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

Minimum Job Qualifications
Education and/or Experience:
8 years of experience in software development

OR

Bachelor's of Technology (B.Tech) Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 4 years of experience in software development

OR

Bachelor's Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 4 years of experience in software development

OR

Master's of Technology (M.Tech) Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 2 year of experience in software development

OR

Master's Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 2 year of experience in software development

OR

Doctorate in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field.

Job Skills:
Same skills as prior level plus;
-Distributed Systems: Demonstrated ability in or knowledge of distributed systems, including designing or managing scalable, secure, and highly available software systems.
-Prototyping: Demonstrated experience creating and refining prototypes for system validation and stakeholder feedback.
-Computer Science Programming: Demonstrated understanding of computer science principles and ability to implement them in code.
-Software Engineering: Demonstrated proficiency in all phases of software engineering and development.
-Web Development: Demonstrated ability in or knowledge of web development, including designing, developing, or maintaining modern web applications using current frameworks.
-Innovation: Demonstrated ability in or knowledge of innovation, including generating or supporting new ideas, technologies, or processes for organizational growth.
-Cross-Functional/Team Collaboration: Demonstrated ability in or knowledge of cross-functional collaboration, including working with stakeholders across teams or geographies to achieve common objectives.
Information Vulnerabilities: Demonstrated ability to assess and mitigate vulnerabilities in IT and physical information assets.
-Operating Systems: Demonstrated ability in or knowledge of operating systems, including installing, upgrading, and troubleshooting various operating environments.
-API Development: Demonstrated ability to develop, test, and maintain secure APIs for application integration.
-API Integration: Demonstrated ability to build and manage robust API integrations for seamless interoperability between systems.
-Applied Algorithm Engineering: Demonstrated skill in designing, analyzing, and optimizing algorithms for efficiency and scalability.
-Source Control: Demonstrated ability in or knowledge of source control, including managing and documenting code versions and release branches.
Coding Experience:
4 years of experience with programming and/or scripting languages (e.g., SQL, C/C++, JavaScript).
Database Experience:
3 years of experience with databases.

Preferred Job Qualifications
Education and/or Experience:
8 years of experience in software development

OR

Bachelor's of Technology (B.Tech) Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 4 years of experience in software development

OR

Bachelor's Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 4 years of experience in software development

OR

Master's of Technology (M.Tech) Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 2 years of experience in software development

OR

Master's Degree in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics, or related field AND 2 years of experience in software development

OR

Doctorate in Computer Science, Computer Engineering, Software Engineering, Electrical/Electronics Engineering, Computer Information Systems, Information Systems, Information Technology, Telecommunications, Mathematics, Physics. 
Cloud Platforms Experience:
2 years of experience with cloud platforms (e.g., AWS, Azure, Google, Oracle Cloud).