Senior CX Platform Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior CX Platform Engineer based in Canada.

This is a senior software engineering role focused on bringing AI-powered workflows into real-world customer experience operations. You will design, build, and operate agentic applications, MCP servers, integrations, and shared platform capabilities used across Customer Success and related teams. The role combines hands‐on engineering with AI experimentation, platform development, security, and production ownership.

You will work closely with non-engineering teams to turn operational workflows into scalable applications and reusable AI solutions. You will also help establish engineering standards, evaluation practices, observability, and governance for production AI systems. The environment values rapid prototyping, thoughtful architecture, strong documentation, and systems designed for reliable handoff. This is an opportunity to shape how AI and software engineering work together across a distributed, high‐performing organization.

Accountabilities

• Build and operate production‐grade agentic applications and multi‐step AI workflows for account research, success planning, status reporting, customer onboarding, and related customer experience processes.
• Develop and maintain MCP servers and secure connectors for enterprise platforms and data sources, including CRM, customer success, professional services, learning, communications, and data warehouse systems.
• Use coding agents and AI‐assisted development tools as part of the daily engineering workflow for planning, implementation, refactoring, testing, code review, and documentation while maintaining ownership of production quality.
• Build and evolve the team's agent development harness, including shared conventions, reusable skills, commands, hooks, subagents, and continuous integration checks.
• Establish evaluations, tracing, observability, and human‐in‐the‐loop controls to make AI systems measurable, auditable, secure, and reliable when handling customer and business data.
• Develop and maintain the application platform, including AWS infrastructure, gateway capabilities, Terraform configuration, deployment processes, and core applications and integrations.
• Deliver production‐quality Python and TypeScript applications with robust testing, CI/CD, monitoring, security controls, documentation, and operational runbooks.
• Design applications and platform components for maintainability and handoff, emphasizing shared ownership and reducing reliance on individual engineers.
• Partner directly with Customer Success, Digital Success, Professional Services, Education Services, and Training teams to prototype solutions rapidly and bring valuable applications into production.
• Translate field and stakeholder feedback into reusable technical patterns, reference implementations, development paths, and enablement materials.
• Contribute to platform and product improvements, provide feedback to Product and Engineering teams, and participate in upstream or open‐source contributions where appropriate.
• Mentor engineers and non‐engineering stakeholders on agentic development practices while raising the team's standards for architecture, testing, security, and code review.

Requirements

• Demonstrated experience building and operating production software, including ownership of substantial projects from ambiguous requirements through deployment and ongoing operation.
• Hands‐on professional experience using coding agents such as Claude Code, Cursor, Codex, GitLab Duo, or comparable AI development tools in production engineering workflows.
• Practical experience building with large language models beyond conversational interfaces, including tool use, MCP servers, agent loops, retrieval and context design, prompt engineering, workflow orchestration, and AI evaluations.
• Strong Python development skills with FastAPI, Flask, or comparable frameworks, alongside TypeScript experience with Vue, React, or similar frontend technologies.
• Experience designing APIs, authentication and authorization mechanisms, and secure systems for handling customer and business data.
• Hands‐on experience with AWS services such as ECS, RDS, and Lambda, as well as Terraform, Docker, and applications operating behind SSO platforms such as Okta.
• Experience integrating enterprise systems through REST and GraphQL APIs.
• Strong understanding of Git‐based devel