Senior Software Engineer (Agent Experience)

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Position Overview

Join Avaya’s Agent Experience team to build the agent desktop for Avaya Infinity, our flagship enterprise omnichannel contact-center platform. The desktop brings together real-time voice and digital interactions, integrated modules, extensions, and CRM capabilities into a reliable agent workspace.

You will deliver features across a React/TypeScript desktop and Go/Rust backend services, applying strong computer science fundamentals to state management, client/server coordination, messaging, and media integration. Our platform serves deployments from small environments to large enterprises, running on Kubernetes across Azure AKS and Google GKE, with on-premises support planned.

We expect hands-on experience with agentic AI development, using tools such as Codex or Cursor to move from rapid prototypes to well-designed, verified production software.

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.

Required Experience

• 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.

Agentic AI Development

• Prior hands-on experience with coding agents is required, along with the ability to rapidly deepen that capability.
• Work prompt-first, providing clear requirements, codebase context, architectural constraints, and verification criteria.
• Choose the right approach for the task: AI pair programming, delegated implementation, multiple agents, or rapid prototyping and spikes.
• Guide agents through implementation and testing, critically evaluate their output, and rework prototypes into production-grade designs.
• Own the correctness, security, maintainability, and performance of delivered software, following company policies for AI use.

Preferred Experience

• 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.

Education

Pay Transparency

The pay range for this opportunity is from $134,925 to $180,000 + benefits.  This range represents the anticipated low and high end of the salary plus bonus for this position. Actual total compensation will vary and is based on factors such as a candidate’s qualifications, skills, and competencies.

Sponsorship and Equal Opportunity

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location.

This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.

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