Senior Fullstack Engineer

Roku is seeking an experienced, versatile, and skilled Full-stack Engineer to join our dynamic customer care team. You will play a pivotal role in building and evolving a platform, leveraging web technologies and cutting-edge generative AI, to support world-class customer care experiences, including intelligent chatbots, agent dashboards, telephony integration, and self-service workflow automation. Your expertise will help shape intelligent, scalable solutions that enhance customer support experiences and multiple support call centres globally.
Responsibilities:
Design, develop, test, deploy, document, and maintain full-stack web applications for a multi-region CRM platform.
Determine the strategic and tactical direction of the front-end architecture with cross-browser compatibility, accessibility and search engine optimisation.
Build and optimise Retrieval-Augmented Generation (RAG) solutions to power chatbot interactions.
Advocate for operational excellence, driving best practices in monitoring, performance, and reliability.
Participate in the agile development process, including scoping, technical design, effort estimation, coding, testing, debugging, code reviews, maintenance, and support.
Write clean, efficient, and maintainable code across frontend and backend services.
Monitor, debug, and resolve issues across the stack to maintain platform reliability.
Stay updated on emerging technologies, bringing innovative ideas to enhance the platform.
Collaborate with product managers, UX designers, data scientists and the larger engineering team on business and architecture proposals to deliver seamless customer care experiences.
Requirements:
12+ years of relevant web development and production application support of highly trafficked consumer-facing web applications.
In-depth experience with React and relevant toolset/framework ecosystem.
Expert-level knowledge of JavaScript, TypeScript, prototypical inheritance, scope and closures.
Experience with JS, React.js/Angular.js, Express, SASS/LESS, AWS, npm, Git and CI is a necessity.
Experience with cloud platforms (e.g., AWS, GCP, Azure) and microservices architectures.
Strong understanding of database systems (SQL and NoSQL).
Familiarity with DevOps practices and tools (CI/CD, Docker, Kubernetes).
Ability to decompose complex problems into manageable units of work.
Excellent problem-solving skills and ability to work in an agile environment.
Effective communication and collaboration skills.
Bachelor's or master's degree in computer science, engineering, or equivalent.
Experience with customer service platforms or CRM systems is preferred.
Hands-on experience developing RAG solutions or working with LLMs for chatbots is preferred.
Knowledge of service mesh architectures is preferred.
Exposure to observability tools and practices (e.g., Prometheus, Grafana) is preferred.

Experience
12-16 yrs