Software Engineer III, Service Communications & Innovation Technology

Location: Boston, Massachusetts, United States

Department: Full Stack Engineering

Team: Engineering & Technology

About the Role

The Software Engineer III role on Wayfair's Service Communications and Innovation Technology (SCIT) team focuses on warehouse and logistics operations by building a next-gen workflow platform. This platform powers agent auto-pilot using Gen AI for virtual assistants, co-pilot tools, and UX workflows that serve as the backbone for the Service Workflows team. The emphasis is on empowering Wayfair customers during their post-purchase journey through reliable, precise Email and SMS communications tied to order fulfillment and delivery processes. Key to logistics efficiency, the role involves proactively monitoring signals from customer orders originating in Wayfair's vast warehouse network, flagging potential negative experiences such as delivery delays or fulfillment issues. Engineers will develop systems to alert service teams for graceful handling and improvement, ensuring seamless operations from warehouse dispatch to customer receipt. This position demands full stack expertise to integrate with existing tooling, optimize supply chain communications, and enhance overall post-purchase logistics performance. Candidates are preferred to be based in Boston, MA, complying with hybrid work requirements, and will contribute to innovation in Wayfair's operations backbone, directly impacting customer satisfaction in e-commerce logistics.

Key Responsibilities

• Develop next-gen workflow platform for service communications
• Build Gen AI driven virtual assistant (agent auto-pilot)
• Implement co-pilot and UX workflows for service teams
• Enable reliable Email and SMS communications for customers
• Monitor customer order signals for potential issues
• Flag negative experiences for proactive resolution
• Integrate with Service Workflows team tooling
• Optimize post-purchase journey in logistics operations
• Ensure precise and accurate delivery notifications

Required Qualifications

• Bachelor's degree in Computer Science or related field
• 5+ years of software engineering experience
• Experience with full stack development
• Proficiency in building scalable web applications
• Strong understanding of workflow platforms
• Experience with Gen AI or machine learning integrations
• Ability to work in hybrid schedule in Boston, MA
• Knowledge of monitoring and alerting systems

Preferred Qualifications

• Experience in logistics or supply chain communications
• Background in customer service workflow automation
• Familiarity with post-purchase order tracking systems
• Prior work at e-commerce or warehouse operations company

Required Skills

• Full stack engineering
• Gen AI and machine learning
• Workflow platform development
• Email and SMS integration
• Real-time signal monitoring
• Scalable backend systems
• Frontend UX design
• Order management systems
• Logistics communication protocols
• Customer experience optimization
• Hybrid cloud architecture
• Agile development practices
• Problem-solving in operations
• Cross-team collaboration

Benefits

• Hybrid work schedule in Boston, MA
• Competitive salary and equity package
• Comprehensive health and wellness benefits
• 401(k) matching and retirement plans
• Professional development and learning opportunities
• Generous parental leave and family benefits
• Employee discounts on Wayfair products

Wayfair is an equal opportunity employer committed to diversity and inclusion.