About the role
Roku is seeking an experienced, versatile, and skilled Full-stack Engineer to join our dynamic customer care team. You will play a pivotal role in building and evolving a platform, leveraging web technologies and cutting-edge generative AI, to support world-class customer care experiences, including intelligent chatbots, agent dashboards, telephony integration, and self-service workflow automation. Your expertise will help shape intelligent, scalable solutions that enhance customer support experiences and multiple support call centres globally.
Responsibilities:
- Design, develop, test, deploy, document, and maintain full-stack web applications for a multi-region CRM platform.
- Determine the strategic and tactical direction of the front-end architecture with cross-browser compatibility, accessibility and search engine optimisation.
- Build and optimise Retrieval-Augmented Generation (RAG) solutions to power chatbot interactions.
- Advocate for operational excellence, driving best practices in monitoring, performance, and reliability.
- Participate in the agile development process, including scoping, technical design, effort estimation, coding, testing, debugging, code reviews, maintenance, and support.
- Write clean, efficient, and maintainable code across frontend and backend services.
- Monitor, debug, and resolve issues across the stack to maintain platform reliability.
- Stay updated on emerging technologies, bringing innovative ideas to enhance the platform.
- Collaborate with product managers, UX designers, data scientists and the larger engineering team on business and architecture proposals to deliver seamless customer care experiences.
Requirements:
- 12+ years of relevant web development and production application support of highly trafficked consumer-facing web applications.
- In-depth experience with React and relevant toolset/framework ecosystem.
- Expert-level knowledge of JavaScript, TypeScript, prototypical inheritance, scope and closures.
- Experience with JS, React.js/Angular.js, Express, SASS/LESS, AWS, npm, Git and CI is a necessity.
- Experience with cloud platforms (e.g., AWS, GCP, Azure) and microservices architectures.
- Strong understanding of database systems (SQL and NoSQL).
- Familiarity with DevOps practices and tools (CI/CD, Docker, Kubernetes).
- Ability to decompose complex problems into manageable units of work.
- Excellent problem-solving skills and ability to work in an agile environment.
- Effective communication and collaboration skills.
- Bachelor's or master's degree in computer science, engineering, or equivalent.
- Experience with customer service platforms or CRM systems is preferred.
- Hands-on experience developing RAG solutions or working with LLMs for chatbots is preferred.
- Knowledge of service mesh architectures is preferred.
- Exposure to observability tools and practices (e.g., Prometheus, Grafana) is preferred.