Staff Software Engineer

About the role

ID.me is seeking a Staff Software Engineer to spearhead the development of internal web applications that enhance the functionality of Call Centers and Supervised Identity Verification processes. This role involves leveraging an AI-driven engineering methodology, utilizing tools such as Claude, Model Context Protocol, and Google Vertex AI to create agents that streamline and automate various manual tasks within call centers. The position encompasses a diverse tech stack, including Ruby on Rails, GoLang, and LLM orchestration, aimed at delivering secure, AI-enhanced authentication solutions for a digital identity wallet platform that serves over 152 million users.

Key facts

What you'll do

• Establish the technical roadmap for incorporating LLMs, particularly Claude, into member support applications, and implement autonomous agents to replace traditional call center operations.
• Oversee the development of verification user interface flows for member support, integrating AI-assisted tools to enhance both agent and member interactions.
• Create reusable UI components and API patterns that facilitate scalable verification processes across various products, driven by AI automation.
• Ensure adherence to IAM, security, and data protection regulations throughout all AI-driven automation initiatives.
• Mentor engineers in areas such as prompt engineering, agentic workflows, and full-stack development with Ruby on Rails, Go, and React.
• Conduct experiments, including A/B testing, to evaluate the performance of AI agents compared to manual processes and assess fraud detection through user experience signals.
• Collaborate with cross-functional teams to align technical strategies and ensure seamless integration of AI solutions into existing systems.
• Analyze user feedback and system performance to iteratively improve the effectiveness of AI-driven features and workflows.

Requirements

• A Bachelor's degree in Computer Science or a related field is required.
• At least 10 years of experience in full-stack engineering, with a proven track record of scaling customer-facing applications successfully.
• Minimum of 1 year of practical experience in LLM integration (Claude or OpenAI) and developing agentic workflows, with familiarity in using MCP or similar methodologies for linking LLMs to data sources.
• Over 5 years of experience with Ruby on Rails, GoLang, and React/TypeScript is essential.
• A strong understanding of software development best practices and agile methodologies.
• Excellent problem-solving skills and the ability to work collaboratively in a fast-paced environment.

Nice to have

• A solid understanding of component-driven design, state management, and secure backend development practices, particularly with PostgreSQL.
• A history of influencing cross-functional teams and establishing technical direction in dynamic settings.
• Experience in developing or managing Human-in-the-loop AI systems within call center or support environments.
• Familiarity with identity verification processes, regulatory standards such as NIST and IAL2, or IAM digital security protocols.
• Knowledge of design systems, shared component libraries, and modular SDK architecture.
• Experience with data pipeline tools for feature flags, data transformation, and secure data transmission.

Skills & tools

• Proficient in Ruby on Rails
• Experienced with GoLang
• Skilled in React/TypeScript
• Knowledgeable in Claude and OpenAI LLMs
• Familiar with Model Context Protocol (MCP)
• Experienced with Google Vertex AI
• Proficient in PostgreSQL

Practical notes

• The salary range for this position is between $183,367 and $214,500 USD (base salary does not include bonuses, sales incentives, equity, or benefits; the final offer will be based on experience, skills, education, and location).
• Benefits include comprehensive medical, dental, and vision coverage, HSA and FSA options, life and AD&D insurance, a 401(k) plan with company matching, parental leave, unlimited paid time off along with 8 company holidays, short and long-term disability coverage, accident and critical illness insurance, pet insurance, travel assistance, discounts for wellbeing and childcare, and support for learning and development.
• ID.me participates in the E-Verify program.
• AI tools may be utilized during the hiring process; guidelines for appropriate AI usage during interviews can be found on the company's website.