Jobs → Engineering → Lead Software Engineer

About the Role We are looking for a Lead Software Engineer to join our team in San Ramon, CA. This role involves hands-on work with AI conversation classification pipelines and event-driven serverless backend systems. Key Responsibilities • Develop AI conversation classification pipelines using OpenAI GPT-4o, AWS Bedrock, and sentence embeddings • Build and maintain an event-driven serverless backend on AWS Lambda + SQS • Integrate with various systems including Gladly, Sierra AI, Shopify, Zoho CRM, and SimpleSat • Create analytics reporting via New Relic NRQL with React/TypeScript dashboards • Develop and maintain Gladly configurations and customizations • Build tools to assist agents and configure AI agents for customer interactions Requirements • Strong experience with AI technologies and natural language processing • Proficiency in AWS services including Lambda, SQS, and Bedrock • Experience with integration technologies and APIs • Knowledge of analytics tools and dashboard development • Hands-on experience with Gladly and related systems