Senior Software Engineer - FullStack

What is the role?

As a Full Stack Engineer on the Customer Care Engineering team, you will play a pivotal role in building and evolving a platform that leverages 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. You will design, develop, test, deploy, and maintain full stack web applications for a multi-region CRM platform while determining the strategic and tactical direction of the front-end architecture with cross-browser compatibility and accessibility. You will build and optimize Retrieval-Augmented Generation (RAG) solutions to power chatbot interactions and advocate for operational excellence by driving best practices in monitoring, performance, and reliability. Your expertise will help shape intelligent, scalable solutions that enhance customer support experiences across multiple support call centers globally. You will collaborate with product managers, UX designers, data science teams, and the larger engineering organization on business and architecture proposals to deliver seamless customer care experiences. This role also involves staying current on emerging technologies and bringing innovative ideas to continuously enhance the platform.

How will I use AI at Roku?

At Roku, we don't just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability. We're looking for curious, adaptable builders who can show how they've used AI or automation to move faster, raise the bar, and scale their impact.

We value your AI skills if you have built fluency across the agentic engineering toolchain - coding harnesses like Claude Code or Cursor, MCP servers, custom skills, or agent frameworks. And you can describe projects where you shipped real work with these tools. You know how to drive an agent, verify its output, and ramp on an unfamiliar codebase with an agent helping you.

What are the responsibilities of the role?

• 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 optimization
• Build and optimize 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 science teams, and the larger engineering organization on business and architecture proposals to deliver seamless customer care experiences

What experience would help someone be successful in this role at Roku?

• 12+ years of relevant web development and production application support for highly trafficked consumer-facing web applications
• In-depth experience with React and its relevant toolset and framework ecosystem
• Strong knowledge of JavaScript and TypeScript, including prototypical inheritance, scope, and closures
• Experience with Node.js, React.js, Express, SASS/LESS, AWS, npm, Git, and CI/CD pipelines
• 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
• Strong problem-solving skills and ability to work in an agile environment
• Effective communication and collaboration skills
• Hands-on experience developing RAG solutions or working with LLMs for chatbots (preferred)
• Experience with customer service platforms or CRM systems (preferred)
• Familiarity with service mesh architectures (preferred)
• Exposure to observability tools and practices such as Prometheus and Grafana (preferred)