Lead Software Engineer / Engineering Lead

Job Summary:

We are seeking a highly experienced Lead Software Engineer / Engineering Lead to lead the design, development, and enhancement of an AI-driven customer support platform. This is a hands-on engineering leadership role focused on building scalable, cloud-native applications, integrating modern AI technologies, and developing intelligent automation solutions. The ideal candidate will have strong expertise in Python, FastAPI, AWS serverless technologies, Large Language Models (LLMs), and modern frontend development using React and TypeScript.

Key Responsibilities:

• Design, develop, and enhance AI-powered customer support applications using Python and FastAPI.
• Build AI conversation classification pipelines utilizing Large Language Models (LLMs), prompt engineering, and semantic search techniques.
• Develop and maintain event-driven serverless applications using AWS Lambda, Amazon SQS, and related AWS services.
• Design and implement scalable integrations with enterprise SaaS platforms using REST and GraphQL APIs.
• Develop and maintain customer support platform configurations, customizations, and productivity tools.
• Configure, develop, test, and optimize AI agents to effectively interact with customer inquiries.
• Build analytics dashboards and reporting solutions using modern frontend technologies.
• Collaborate with cross-functional teams to deliver high-quality, scalable, and secure software solutions.
• Participate in architecture discussions, code reviews, technical planning, and mentoring junior engineers.
• Troubleshoot production issues, optimize application performance, and ensure system reliability.
• Follow Agile development methodologies and contribute to continuous improvement initiatives.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of software engineering experience with hands-on technical leadership.
• Strong expertise in Python, FastAPI, asynchronous programming (async/await), Pydantic, and Pytest.
• Hands-on experience with AWS services including Lambda, SQS, DynamoDB, and Secrets Manager.
• Experience integrating Large Language Models (LLMs) using OpenAI SDK, AWS Bedrock, and Prompt Engineering.
• Strong understanding of semantic search, sentence embeddings, and vector similarity techniques.
• Experience integrating enterprise SaaS platforms through REST and GraphQL APIs.
• Strong frontend development experience with React and TypeScript.
• Experience building scalable, cloud-native, microservices-based applications.
• Excellent communication, leadership, and problem-solving skills.
• Experience working within Agile/Scrum development environments.

• Experience with observability and monitoring platforms such as New Relic and NRQL.
• Experience with performance and load testing using K6.
• Experience developing automation scripts using TypeScript.
• Knowledge of SAML2 authentication, OAuth, and modern authentication frameworks.
• Experience working with AI-powered customer support platforms or enterprise SaaS applications.
• Retail or e-commerce domain experience