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.
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).
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, monitori