Senior Software Engineer, Post Sales Systems

About the role:

We are seeking a Senior Software Engineer with deep, specialized experience in CCaaS platforms, Conversational AI, and development. In this role, you will be the primary technical owner and architect on our Post-Sales Systems team, responsible for our Zoom Contact Center ecosystem. Your core responsibility will be to design, build, and manage the entire platform, including all interaction routing, treatment logic, and the deployment of both native CCaaS-based AI and conversational AI. Success in this role requires a unique blend of solution architecture, hands-on Python development, and a deep understanding of the modern contact center technology stack.

You will collaborate with teams across Customer Support and Product, transforming abstract concepts into a production-ready, enterprise-grade CCaaS strategy.

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

In this role, you will:

• Serve as the primary technical owner and architect for our Zoom Contact Center (CCaaS) platform, responsible for its overall configuration, health, and strategic roadmap.
• Design, implement, and maintain all sophisticated interaction routing flows and treatment logic to optimize customer experience and agent efficiency.
• Architect and build custom solutions using Python to create custom AI agents, platform extensions, and integrations for the live CCaaS environment.
• Deploy, manage, and optimize native CCaaS-based AI solutions (e.g., real-time transcription, agent assist, sentiment analysis) to drive operational improvements
• Evaluate, select, and integrate third-party APIs for conversational AI, generative AI, and other critical services to enhance our platform.
• Implement and manage real-time data processing workflows and API-driven services to connect our contact center with other business-critical systems.

Minimum requirements for the role:

• 6+ years of experience in a technical role (e.g., Solutions Architect, Sales Engineer, technical Product Manager) focused on enterprise software, SaaS, or AI.
• 3+ years of direct, hands-on experience with contact center (CCaaS) and routing.
• Proven experience with Python.
• Strong proficiency with RESTful APIs, real-time data processing, and complex system integrations.
• Strong proficiency with SQL and database management.
• Experience managing the technical lifecycle of complex enterprise projects or products.

An ideal candidate also has:

• Experience launching a new AI or bot-related product from concept to release.
• Direct experience in a solutions architecture or technical product management role.
• Experience with iPaaS platforms like Workato or Zapier.
• Familiarity with speech analytics models and their application.