Senior Backend Engineer

The team you’ll be working with: Contact Automation team

The Contact Automation team is dedicated to tackling automation opportunities in the support operations space to drive down operational costs and make Wise more scalable. But what does that mean exactly?

We're working on our Virtual Agent system that is designed to automate support processes while ensuring effortless and seamless customer support experiences. Our systems integrate with various Wise services and leverage rules, machine learning and other AI solutions to predict customer problems and automate support case resolution.

Our main vision points are:

• Scalability: Develop solutions that scale with the growing needs of Wise and our customers
• Enhancing Efficiency: Automate repetitive tasks to free up human support agent hours for more complex tasks
• Customer-Centric: Focus on resolution that enhance customer satisfaction and reduce response times
• Innovation: Continuously explore and adopt new technologies to stay ahead in automation

What does it take?

• A strong product mindset and passion for customer experience, you prioritise work with the customers in mind and make data-driven decisions to fix customer pain-points.
• Great communication skills and the ability to articulate complex, technical concepts to a non-technical audience.
• Experience working with relational and non-relational databases, query optimization, and designing schemas.
• You have 7+ years of experience in backend development, preferably with Java 8+ and the Spring framework.
• You believe in and follow best coding practices, code reviews, and open feedback.
• Good to have: Experience working in Node.js and TypeScript
• Good to have: Experience with machine learning and Large Language Models (LLMs), or working closely with Data Scientists.

What does success look like?

• You’ll have onboarded and found your place through understanding your team and tribe vision and how you can contribute.
• You’ll understand how our values can help you guide your work.
• You’ll understand the reasons behind operational challenges and customer difficulties and how to go about solving them.
• You’ll be raising our automation rate to enable scaling of the product.
• Understand our customers and the impact our product makes on their lives.
• You’ll help us scale-up and build world-class automation solutions by finding solutions to our technical challenges and opportunities.