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Overview

We are seeking an experienced and innovative Software Engineer to build and leverage AI-powered solutions that can transform our Sales & Customer Services and Retail business.

As a Senior Software Engineer supporting the Sales & Customer Services (S&CS) and Retail business, you will design and code creative, technical, scalable solutions that will solve unique and complex problems. You’ll build new frameworks, tools and systems, and knowledge of system topologies.

Responsibilities and Qualifications

+ Collaborate with Product, Research and Technology partners to gather, analyze, and translate business and non-functional requirements into a solution design.

+ Design, develop, implement, document, and maintain features, applications or system components working on moderately complex to highly complex assignments.

+ Lead development pod of engineers, design review, and code review.

+ Contribute to automation, build pipelines and support of the pipeline where appropriate.

+ Participate in on-call 24x7 incident response.

+ Design and implement Generative AI features that improve customer engagement, such as intelligent chatbots, voice assistants, and automated knowledge retrieval.

+ Collaborate with Customer Support teams to identify pain points and apply AI solutions that optimize service KPIs like first-contact resolution and average handle time.

Required Skills & Experience

+ 5 or more years of progressively complex related experience that spans multiple areas for example: Java, .Net, ReactJS.

+ Proficiency in designing and deploying AI-driven solutions for customer service workflows, including predictive analytics, intent recognition, and automated routing.

+ Experience leveraging MCP to integrate external and internal AI applications.

+ Expert with APM, observability tools to proactively monitor and alert issues within the supported applications.

Closing

**At REI, we believe the outdoors is for all.** We are committed to becoming a fully inclusive, anti-racist, multicultural organization (https://www.rei.com/newsroom/article/rei-antiracist-multicultural-fully-inclusive-commitment) . We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here (https://foryourbenefit-rei.com/) for a detailed overview of benefits plans by employee profile.

Pay Range

$113,100.00 - $180,900.00 per year