About the job

We are looking for a Lead Full-stack Developer (Ruby, Vue, React) who will join a team of our partner, Pypestream , and work with them directly. 

We are seeking a Contact Center/Live Agent Team Lead with deep expertise in Ruby to lead backend development, architecture, and integration efforts for our Live Agent and Contact Center systems. This role requires a full-stack mindset, as you will work with Ruby, React, and Vue, with a focus on backend services and API development. As a technical leader and hands-on contributor, you will be responsible for driving backend scalability, optimizing system performance, and leading a small team of 1-3 engineers. Additionally, you will work closely with Product, DevOps, and Frontend teams to build reliable, high-performance systems that integrate seamlessly into contact center workflows and live agent solutions. This role is ideal for an experienced Ruby engineer with strong API development, frontend integration experience, and a passion for building real-time customer engagement systems. Experience with Elixir is a plus, as we leverage functional programming patterns in certain areas.

Qualifications

• 8+ years of experience in software development, with deep expertise in Ruby and backend architecture.

• 1-3 years of experience leading or mentoring engineers, with proven success in team development.

• Strong experience in building and maintaining APIs (REST, GraphQL) for real-time applications.

• Proficiency in React and Vue, particularly for frontend integrations and API consumption.

• Experience in PostgreSQL performance tuning, query optimization, and database scaling strategies.

• Knowledge of real-time event-driven architectures (WebSockets, Kafka, RabbitMQ, or similar).

• Experience with cloud-native architectures and deployment strategies (Docker, Kubernetes, AWS/GCP).

• Strong collaboration and communication skills, with the ability to mentor engineers and work across teams.

Nice to Have

• Experience with Elixir, particularly for high-performance, event-driven backend services.

• Background in contact center, live chat, or customer engagement platforms.

• Familiarity with Chatwoot for real-time chat and customer engagement.

• Experience with Hasura and GraphQL for real-time data queries and API management.

• Knowledge of microservices, service-oriented architecture (SOA), and real-time communication protocols.

• Knowledge of AI/LLM-driven automation tools in customer service applications.

Responsibilities

Technical Leadership & System Architecture

• Lead the design and development of scalable, high-performance backend services for Live Agent and Contact Center applications.

• Architect and optimize Ruby-based services, ensuring best practices in API development, security, and maintainability.

• Collaborate with Frontend teams (React, Vue) to build seamless user experiences and real-time communication tools.

• Ensure system scalability, resilience, and observability, particularly in high-traffic, real-time customer interaction environments.

• Advocate for and implement best practices in database design, query optimization, and caching strategies.

• Evaluate and integrate new technologies, frameworks, and third-party APIs to enhance the Live Agent experience.

Hands-On Development & Code Quality

• Write clean, maintainable, and testable Ruby code, focusing on scalability and performance.

• Develop and maintain RESTful and GraphQL APIs, ensuring efficient data access and real-time integrations.

• Work with PostgreSQL and other relational databases to optimize query performance and indexing strategies.

• Implement real-time event processing and data streaming solutions to enhance Live Agent responsiveness.

• Conduct code reviews, pair programming, and architecture discussions, ensuring code quality and adherence to best practices.

• Work with DevOps teams to enhance CI/CD pipelines, infrastructure automation, and containerization strategies.

Team Leadership & Mentorship

• Manage and mentor a small team of 1-3 software engineers, fostering professional and technical growth.

• Conduct regular 1:1s, performance reviews, and career development planning.

• Provide hands-on guidance in Ruby backend architecture, API development, and frontend integrations.

• Foster a collaborative, knowledge-sharing culture, ensuring continuous learning and innovation.

Collaboration with Product & Engineering Management

• Work closely with VP of Engineering, Product, and Frontend teams to define technical direction, prioritize features, and drive development roadmaps.

• Participate in roadmap planning, sprint reviews, and backlog grooming, ensuring technical feasibility and scalability.

• Partner with Contact Center and Customer Success teams to improve agent tooling and workflow automation.

• Advocate for engineering priorities, including refactoring efforts, reducing technical debt, and performance improvements.

AI-Driven Development & Automation

• Utilize AI-powered development tools (e.g., Cursor, GitHub Copilot, CodeRabbit) to improve developer efficiency and reduce complexity.

• Implement AI-driven monitoring, log analysis, and predictive alerting to enhance system reliability.

• Explore AI-assisted customer service solutions, integrating intelligent automation into Live Agent workflows.

Agile & Process Optimization

• Lead efforts to optimize Agile development processes, improving sprint planning, backlog grooming, and delivery velocity.

• Define and track system performance KPIs, ensuring high availability and low-latency response times.

• Enhance observability, logging, and distributed tracing, enabling faster debugging and issue resolution.

• Work with DevOps teams to refine CI/CD pipelines, cloud infrastructure automation, and deployment strategies.

Benefits: 

• Join a team of skilled developers where you'll have opportunities to collaborate, learn, and grow in a supportive, expert environment. You'll work on a stable product—not a startup—offering you the confidence of long-term job stability;

• Fully remote job; 

• Unlimited Time Off & Sick Leave; 

• All International holidays are paid time off; 

• Equity in the company. Options in the company which are valued based on share price at the time of issue;  

• Annual birthday bonus;  

• $100 USD a month for a single meal on the company.

• Ownership over technical strategy and architecture for Contact Center and Live Agent systems.

• Opportunities to mentor and grow a small team of backend and frontend engineers.

• Collaboration with senior management and product teams to shape product direction, scalability, and deployments.

• A leadership role that blends hands-on development with strategic influence.

Hiring Process

• Pre-screen interview with a recruiter;

• Technical interview;

• Final interview with the client.