Senior Software Engineer, Community Support Engineering

As a Senior Backend Engineer on the ARC team, you will contribute meaningfully across our core routing and differentiated service programs:

• Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities.
• Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions.
• Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system.
• Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience.
• Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making.
• Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.