[Remote] Senior Software Engineer (Agent Experience)

Note: The job is a remote job and is open to candidates in USA. Avaya is hiring a Senior Software Engineer for its Agent Experience team to build the agent desktop for the Avaya Infinity omnichannel contact-center platform. The role delivers features across a React/TypeScript desktop and Go/Rust backend services, with responsibility for reliability, integrations, production quality, and effective use of AI coding agents.

Responsibilities

• Build features across the agent desktop and supporting services, partnering with product, design, and platform teams
• Define where state belongs and how clients and services synchronize, recover from failures, and preserve user work
• Design session and media ownership across tabs, browsers, virtual desktops, and embedded clients, preventing conflicting actions
• Develop real-time communication and media integrations, selecting appropriate APIs, streaming, and messaging patterns
• Build extensibility and CRM integrations with clear contracts for lifecycle, shared context, permissions, and failure isolation
• Make observability part of the experience through connection and media health indicators, useful diagnostics, and correlated client/backend telemetry
• Deliver accessible, responsive, secure applications with meaningful tests covering critical workflows, concurrency, and recovery
• Use AI agents effectively, contribute to architectural decisions, mentor engineers, and support production systems

Skills

• **Computer science fundamentals and first-principles reasoning:** strong understanding of concurrency, networking, and distributed systems, with the ability to explain tradeoffs and turn designs into production software
• **Full-stack delivery:** experience building complex, stateful applications across clients and services. Hands-on backend experience, with Go/Rust proficiency or demonstrated ability to become productive quickly
• **Front-end engineering:** strong React, TypeScript, and browser fundamentals, including asynchronous behavior, component architecture, state synchronization, performance, and accessibility
• **Real-time reliability:** experience with persistent connections, concurrent sessions, state ownership, event ordering, idempotency, reconnects, and partial failures
• **Integration design:** experience with APIs, event-driven interfaces, modular applications, authentication and authorization, and working knowledge of databases and caching
• **Observability and quality:** ability to investigate issues across browser, network, and service boundaries using logs, metrics, traces, and automated tests
• **Cloud delivery:** experience with automated build and deployment pipelines, containers, and working familiarity with Kubernetes
• **Collaboration and ownership:** ability to clarify ambiguous requirements, coordinate across teams, and own software through production operation
• Prior hands-on experience with coding agents is required, along with the ability to rapidly deepen that capability
• Bachelor degree or equivalent experience in Computer Science or Engineering
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future
• Contact-center or other real-time communications applications, including voice and digital interaction workflows
• WebRTC and browser media integration, including diagnostics for jitter, packet loss, and latency
• Multi-instance coordination, Citrix environments, desktop extensions, client SDKs, or CRM integrations such as Salesforce
• Production Go or Rust; WebSockets, SSE, NATS, or comparable messaging technologies
• OpenTelemetry, AKS/GKE, and on-premises deployments

Benefits

• Bonus

Company Overview