Service Strategy & Design Engineer

Gametime is seeking a Service Strategy & Design Engineer to design and enhance the systems that underpin how Gametime supports its fans from contact flows and automation logic to chatbots and self-service tools. The role requires technical expertise in AWS, Kustomer, and front-end and backend development to deliver scalable, reliable, and intelligent support systems.

Requirements

• 5–8 years in service engineering, CX systems development, or technical operations within a consumer-facing environment.
• Strong AWS expertise, especially Amazon Connect and contact flow design.
• Proficiency in JavaScript, React, and Node.js.
• Experience integrating RESTful APIs, OAuth2, and webhooks.
• Familiarity with Kustomer Apps SDK or other CRM automation frameworks.
• Understanding of CI/CD, cloud deployments, and system monitoring.
• AI/ML & Automation skills, including identifying where AI/ML adds value within support environments, implementing AI-driven chat, voice, or self-service systems, and defining and executing an AI roadmap to improve automation and efficiency.

Benefits

• Flexible PTO
• Competitive salary & equity package
• Monthly Gametime credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Diverse Family-forming benefits through Carrot Fertility
• 401k, HSA, pre-tax savings programs
• Company off-sites and meet-ups
• Wellness programs
• Tenure recognition