Build and evolve customer support experiences across web surfaces, including Help Center, chat, and agent-facing tools, in close partnership with Product, Design, and cross-functional engineering teams. Deliver end-to-end features from technical design through implementation, testing, launch, and iteration—balancing customer impact, delivery timelines, and long-term maintainability. Implement modern, accessible, and performant frontend UI components (e.g., rich conversational interfaces, feedback and survey experiences, and stateful workflow screens). Integrate AI/LLM-powered capabilities into user-facing products (e.g., streamed responses, retrieval-backed answers with citations, feedback collection, and safe fallback/guardrail experiences). Define and integrate service APIs and contracts with partner teams, including events/metrics instrumentation, error handling patterns, and multi-locale considerations. Improve product quality and performance by investigating bottlenecks, reducing latency, strengthening reliability, and enhancing observability (dashboards, alerts, logging). Contribute to evaluation and measurement workflows by enabling feedback loops and instrumentation that supports quality scoring, experimentation, and iterative improvement of AI experiences. Maintain a high engineering bar through code reviews, automated testing, security-minded development, and ongoing reduction of technical debt across shared systems and workflow.
