Senior Software Engineer - Conversational AI

Senior Software Engineer JOB CODE TEC3009 JOB PROFILE NAME (Title) Senior Software Engineer MANAGEMENT LEVEL 7 Manager DISCIPLINE Software Engineering REPORTS TO Engineering Leadership FSLA CLASSIFICATION Exempt The Senior Software Engineer designs, builds, and maintains scalable software solutions, guiding technical decisions and mentoring teammates. This role delivers high-quality code, reviews designs, and improves system reliability and performance. The engineer collaborates across product, QA, and operations to plan releases, automate workflows, and resolve complex issues. Responsibilities include establishing coding standards, performing root-cause analysis, and driving continuous improvement. The position supports roadmap execution, provides technical leadership within a team, and ensures secure, maintainable implementations aligned to business goals. Senior Software Engineer Location: Remote At Asurion, we don’t just redefine—we reinvent. We began by establishing a culture that rewards results and isn’t confined by a hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It’s in our DNA. We foster a culture where our team members are encouraged daily to make a difference—for our clients, customers, and themselves. Our dynamic and rewarding environment ensures that each of our 19,000+ team members has the opportunity to reach their full potential, while at the same time fulfilling the needs of more than 300 million consumers. Generative AI is now a proven, production capability in modern digital experiences—not an experiment. Customers increasingly expect fast, conversational, and personalized help across web and support journeys, and our platform is actively incorporating GenAI to meet those expectations at scale. The Intelligence Org team builds and operates GenAI-centered digital experiences for new and existing Asurion clients, and internally on Asurion.com (millions of monthly visitors), focusing on reliable, secure, measurable outcomes**—improving self-service success, accelerating issue resolution, and maximizing the value of every customer engagement that starts in the digital channel.* * The Opportunity We are seeking a senior software engineer who can partner with internal stakeholders, product managers, designers, QA, and engineering teams to build the core capabilities behind Asurion’s customer service AI platform, including production conversational experiences across digital and voice/IVR journeys. Someone who wants to build a world-class product that makes Asurion stand out. From planning and design through testing, launch, and production support, you’ll use your software development skills and strong interpersonal skills to deliver reliable, measurable customer experiences at scale . Join us and you’ll be part of a team that loves trying out new ideas , creating impactful solutions, thinking big, and working at the intersection of AI, customer service, and production-grade platform engineering. What You’ll Be Doing Build and support core platform capabilities, user-facing experiences and backend services— delivering end-to-end functionality and production fixes. Design and deliver event-driven, integration-heavy backend systems, including asynchronous pipelines and reliable delivery patterns for notifications and downstream services. Own reliability and production-grade behavior, including safe shutdown and edge-case handling, and proactively debug issues across distributed systems. Improve platform performance and data integrity through pragmatic database design and query/index optimization in non-relational datastores. Build secure, compliant integrations and user experiences, including stronger validation, security hardening, and privacy-minded product changes. Deliver user-facing UX improvements that reduce friction and increase clarity, ensuring internal and external tools are fast, intuitive, and accessible. Collaborate cross- functionally and drive projects to completion, partnering with Product, QA, Design, and other engineering teams to deliver roadmap items and high-severity fixes. Raise engineering standards through code review and technical mentorship, setting patterns for maintainability, observability, and robust integration design. What You’ll Bring Ability to write extendable, maintainable, and traceable code, with clear boundaries and clean abstractions in integration-heavy codebases. Strong backend development experience—ideally using Python and/or TypeScript—with experience building and delivering production services. Comfortable contributing across the stack is a plus. Experience with real-world integrations, including REST APIs, webhooks, third-party services, and robust handling of failures and edge cases. Proficiency with asynchronous programming, concurrency, and building scalable backend services. Solid grounding in computer science fundamentals, including data structures, algorithms, and software design, and the ability to apply that knowledge to production systems. Good understanding of common cloud-native architectural and code design patterns, and how they impact reliability, scalability, and cost. Comfort with production operations and observability, using logs, metrics, and traces to diagnose issues and guide improvements. Strong debugging and troubleshooting skills across distributed systems, networking, and production environments. Experience with real-time multimedia Telephony/VOIP architecture, and protocols like SIP and RTP/SRTP Experience with real-time protocols like WebRTC and WebSockets Experience with real-time multimedia communication platforms such as LiveKit is a plus. Experience optimizing applications for low-latency or real-time workloads is a plus. Great sense of ownership and productive autonomy, with good discernment around trade-offs between speed and quality, especially under time pressure. Ethical decision-making and user-first thinking, consistently putting the end user at the center of technical and product decisions. Respect for all people, an open mind, and an open heart. We pride ourselves on building inclusive environments because it's the diversity of thought that builds great products. Good familiarity with AI coding agents and how to leverage them to build reliable software (e.g., Claude Code, Cursor, or similar tools). Experience and education 3+ years of professional experience as a Backend Software Engineer (or Full Stack Software Engineer with a strong backend focus), preferably using TypeScript or Python. 3+ years of experience designing and building scalable APIs, microservices, or distributed systems. Bachelor's degree in Computer Science or related field