Senior Software Engineer, Contact Center Engineering

  • Full-time

Company Description

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

Job Description

As a team, we are the direct link to the voice of our customer.  When our customers need help they are usually in the midst of managing a small business and they don't want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us.  Using information from previous interactions and current product usage, we're able to quickly direct them to the information they need to rapidly resolve issues or realize opportunities.

Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners.  This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions.  On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square. 

We are looking for a software engineer (just like you!) to contribute to our technical vision and develop software tools. You will use your engineering experience to build the next-generation of software solutions that aim to remove points of friction, eliminate manual work, and scale our services.


You will: 

  • Build Full stack, applications and services that enable Customer Success (CS) Advocates to support and educate Square merchants through various channels. Integrate with data science models to optimize how support inquiries are handled.

  • Improve CS Advocate workflows through data-driven optimization and automation.  

  • Put smiles on CS Advocates and merchants faces, while driving significant cost savings.

  • Combine your technical knowledge with hands-on experience to help CS innovate through new products and tools.

  • You will also be responsible for the all contact center voice engineering portfolio that includes CCaaS platforms , IVR Applications, Speech Recognition Systems and a wide array of AWS Services : Lambda, Transcribe, Comprehend, Dynamo, IAM.

  • You will get to collaborate with engineering teams across Block’s different business units.


You have:

  • 5+ years of software development experience

  • Proficiency in any language (we use Ruby, Python, and Go) 

  • Taken technical initiative on previous projects

  • Respond to customer feedback to improve our products.

  • An ability to uphold a high technical bar while making pragmatic tradeoffs

  • Bachelor's Degree or Diploma in computer science OR equivalent work experience

Technologies we use and teach:

  • Backend languages like - Ruby, Python, Java

  • Frontend Technologies - Javascript, Typescript, and React 

  • AWS Services like Amazon Connect, and Amazon Elastic Container Service (ECS)

  • Serverless AWS technologies - AWS API-Gateway, Lambda, S3

  • Distributed Storage solutions - Sharded Mysql, DynamoDB, Redis

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $167,300 - USD $204,500
Zone B: USD $158,900 - USD $194,300
Zone C: USD $150,600 - USD $184,000
Zone D: USD $142,200 - USD $173,800

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

Privacy Policy