Lead Software Engineer

Exciting opportunity for a Lead Software Engineer to join the Hercules Cloud Contact Center - Quality Management product team. We are looking for a hands-on technical leader with strong full-stack development, AWS cloud architecture, and software engineering experience to help build and evolve a modern contact center quality management platform.

Our application enables contact center leaders to better understand call performance and improve agent effectiveness. The platform brings together customer interaction transcripts, audio recordings, agent evaluations, performance insights, and coaching workflows to help leaders evaluate interactions and coach agents.

The product also incorporates Generative AI capabilities to analyze customer interactions, surface actionable insights, and generate coaching recommendations.

As a Lead Software Engineer, you will work closely with product, engineering, architecture, UX, and other technology partners to design and deliver scalable solutions. You will remain highly hands-on while providing technical leadership to the product team and helping establish engineering standards and best practices.

• Provide hands-on technical leadership for the design, development, testing, deployment, and operation of a modern full-stack application hosted on AWS.
• Lead solution design and implementation across React/TypeScript front-end applications, Node.js and Java APIs, AWS services, and data platforms.
• Translate product and business requirements into scalable, secure, resilient, and maintainable technical solutions.
• Design intuitive and responsive user experiences for workflows involving contact transcripts, audio recordings, agent evaluations, performance insights, and coaching.
• Design and develop RESTful APIs and backend services using Node.js and Java.
• Develop cloud-native solutions using AWS services and select appropriate architectural patterns for compute, storage, messaging, security, observability, and integration.
• Design solutions using data stores including DynamoDB, Amazon RDS, Amazon S3, and Amazon Redshift, selecting appropriate storage and access patterns based on application requirements.
• Lead the technical integration of Generative AI/LLM capabilities that analyze contact center interactions and generate actionable insights and coaching recommendations.
• Establish patterns for safely and reliably incorporating AI-generated content into user-facing applications, including appropriate guardrails, evaluation, monitoring, and human-in-the-loop workflows.
• Drive engineering excellence through code reviews, automated testing, CI/CD, observability, performance optimization, security practices, and production readiness.
• Troubleshoot complex issues across the application stack and lead resolution of critical production problems.
• Identify technical debt and opportunities to improve application performance, reliability, maintainability, scalability, and developer productivity.
• Provide technical direction and mentorship to engineers while fostering strong engineering practices across the team.
• Collaborate with product owners, UX designers, architects, data/AI teams, and other engineering teams to make pragmatic technical decisions and deliver customer value.
• Evaluate emerging technologies and recommend solutions that improve the product and engineering ecosystem.

• Bachelor’s Degree in Computer Science, Software Engineering or equivalent work experience
• Three years hands-on experience with developing solutions on AWS or other cloud platforms
• Strong hands-on full-stack software engineering experience designing and developing modern enterprise web applications.
• Advanced experience with React.js, TypeScript, JavaScript, HTML, and CSS including modern React development patterns, component architecture, state management, API integration, performance optimization, and front-end testing.
• Strong backend development experience with Node.js and/or Java, including REST APIs, microservices, and distributed application design.
• Strong hands-on experience developing cloud-native applications on AWS, including compute, API, storage, messaging, security, monitoring, and resiliency patterns.
• Experience designing event-driven and asynchronous architectures using services such as SQS, SNS, or EventBridge.
• Strong understanding of IAM, networking, encryption, secrets management, logging, monitoring, and cloud security practices.
• Experience with AWS data technologies including DynamoDB, RDS, S3, and Redshift, with a solid understanding of relational and NoSQL data design.
• Experience integrating Generative AI/LLM capabilities into applications; familiarity with Amazon Bedrock, RAG, prompt design, model evaluation, guardrails, and responsible AI practices is preferred.
• Strong understanding of software engineering practices including automated testing, CI/CD, Infrastructure as Code, observability, secure development, and production support.
• Experience implementing application observability using logs, metrics, tracing, dashboards, and alerting.
• Experience designing scalable, secure, highly available, and maintainable architectures, with the ability to evaluate technical tradeoffs and guide implementation.
• Demonstrated ability to provide hands-on technical leadership, including solution design, code reviews, troubleshooting, establishing engineering standards, and mentoring engineers.
• Strong communication and collaboration skills with both technical and non-technical partners., * AWS certifications are a plus
• Ability to foster innovation, encourage diversity of thought, and incorporate new ideas
• Good working knowledge in Amazon Connect Cloud Contact center platform would be a plus
• Experience building AI-assisted workflows for summarization, evaluation, recommendations, insights, or coaching., Amazon Relational Database Service (RDS), Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Analysis Skills, Application Hosting, Application Programming Interface (API), Architectural Design, Architectural Services, Artificial Intelligence (AI), Best Practices, CSS (Cascading Style Sheet), Call Center Evaluation, Call Center Management, Call Center Software, Call Centers, Cloud Applications, Cloud Architecture, Cloud Computing, Coaching, Code Reviews, Communication Skills, Computer Architecture, Computer Science, Continuous Deployment/Delivery, Continuous Integration, Cryptography, Customer Relations, Distributed Applications, Diversity, Ecosystems, Emerging Technology, Engineering, HTML (HyperText Markup Language), Health Plan, Healthcare, High Availability, Identify Issues, Java, JavaScript, Mentoring, Metrics, Microservices, NoSQL, Node.js, Performance Management, Performance Tuning/Optimization, Problem Solving Skills, Product Engineering, Production Support, Quality Management, REST (Representational State Transfer), React.js, Reporting Dashboards, Retirement Planning, Security Monitoring, Simple Queue Service (SQS), Software Design, Software Development, Software Engineering, Software Testing, Team Player, Technical Analysis, Technical Delivery, Technical Leadership, Test Automation, Test Plan/Schedule, Trade-Off Analysis, User Experience Design (UXD), User Interface/Experience (UI/UX), Web Programming, Work From Home

Because work-life balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week!

• Potential starting salary range: $81,000 - $142,000 (Starting salary will be based on skills, background, and experience. High end of the range limited to applicants with significant relevant experience.)
• Potential yearly incentive pay up to 15% of base salary

At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family!

• Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.
• Stay Well! Focus on you and your family’s health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!
• Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.
• Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!
• Take a Little “You” Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!
• Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.
• Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.

Being good neighbors - helping people, investing in our communities, and making the world a better place - is who we are at State Farm. It is at the core of how we operate and the reason for our success. Come join a #1 team and do some good!

HYBRID: Qualified candidates must live or relocate within a 180-mile radius of a hub location listed below and should plan to spend time working from home and some time working in the office as part of our hybrid work environment.