We are looking for a Fullstack Engineer to join the Customer Service Platform (CSP) team. Our mission is to ensure that AI enhances 100% of support interactions, from smarter self-service and proactive insights to sophisticated bot conversations and augmented tools for our human advisors. By building a nimble, AI-compatible technology stack, we empower millions of users to resolve their needs intuitively while ensuring our service model remains faster, smarter, and more human. The main focus of this role is to reinforce our foundational technology position by building systems that support the successful operations of distributed contact centers and message routing.
In this role, you will participate in an organisation where engineering, product, and data collaborate to build an AI-oriented technology suite. We leverage best-in-class vendor offerings for commoditized AI capabilities so that our R&D efforts can focus on the specific integrations and innovations that drive the most value.
You will help build and maintain the foundational systems that position AI as a central hub in the CSP landscape. You will contribute to the development of a centralized "CS AI Agent," architect a robust trust and safety layer to protect our users, and create a standardised data model that allows AI to understand a user’s full history and context. Your work will involve transforming core customer service actions into a platform of reusable capabilities, ensuring that every support experience, whether AI-driven or human-led is consistent, reliable, and secure.
What You'll Do
Develop and operate services that form the core of the Customer services platform landscape.
Collaborate with cross-functional working groups to design and implement a standardized data model and unified API structure, enabling agentic AI to reason about a user’s full context and history across all support surfaces.
Build foundational systems to run customer service operations.
Who You Are
You have strong experience with React and modern JavaScript/TypeScript
You have hands-on experience withNext.js (SSR/SSG, routing, data fetching patterns) and Java
You have experience building production web applications (performance, accessibility, security, observability)
You are familiar with testing web applications (e.g. Jest, React Testing Library, component/integration tests)
An individual with a backend bias would be well suited to this role.