Senior Software Engineer, Customer Efficiency - AI

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. 

About the Role

The New York Times is looking for a Senior Software Engineer to join our Customer Efficiency team as a part of our Growth mission. We're building the next generation of customer support tools to make our Care agents' jobs easier and our customers happier who, through their subscriptions, support the work of the largest, most-respected newsroom in the world.

You'll join a diverse team of engineers, designers, and product managers who are passionate about using technology to improve the customer experience. You'll contribute to the redesign of our customer care workflows, exploring technologies including Generative AI, and making a difference in the way we support our customers.

We believe that our customers are the heart of our business. We're committed to treating them with respect, empathy, and empowerment. We value openness, inclusion, learning, and collaboration to solve our problems and build creative solutions.

This is a hybrid role based in our New York City headquarters, reporting to the Engineering Manager, Care.

 

Your Responsibilities:

• Contribute to the redesign of our customer care workflows, exploring technologies including Generative AI

• Contribute to the full lifecycle of our products, systems, and capabilities that create powerful experiences to help millions of subscribers

• Contribute to a process of the team's success and continuous improvement, identifying areas for enhancement in team collaboration and implementing tailored solutions to foster a cohesive team environment

• Translate technical concepts into clear explanations for non-technical audiences

 

Basic Qualifications:

• 5+ years of full-time software engineering experience using Java, Go, or Python

• 3+ years of experience with system design and architecture with an emphasis on building distributed systems at scale

• Proficiency in cloud platforms like AWS, Azure, or Google Cloud

• Experience in collaborative work with designers, operations personnel, and fellow engineers in an Agile software development environment

 

Preferred Qualifications:

• Familiarity and experience with generative AI tools such as Google Vertex and Open AI

• Experience with containerization technologies, such as Docker and Kubernetes

• Experience data modeling and working with transactional data using both SQL-based and NoSQL database systems

• Experience with CI/CD systems such as Drone or Jenkins

 

This role may require limited on-call hours. An on-call schedule will be determined when you join, taking into account team size and other variables. 

REQ-015834

The annual base pay range for this role is between:$140,000—$155,000 USD

The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.

The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for