Software Engineer III, Service Communications

Software Engineer III, Service Communications and Innovation Technology

Candidates for this position are preferred to be based in Boston, MA and will be expected to comply with their team's hybrid work schedule requirements.

Who We Are

The Service Communications and Innovation Technology (SCIT) team is building a next-gen workflow platform covering use-cases such as agent auto-pilot (Gen AI driven virtual assistant), co-pilot and UX workflows and acts as a backbone to the tooling used by the Service Workflows team. We empower Wayfair customers in their post-purchase journey by delivering reliable, precise and accurate communication via Email and SMS. We proactively monitor signals from customer orders and flag any potential negative experience to a team who can gracefully handle and improve customer service experience. We own a suite of microservices and GraphQL APIs that deliver real-time, contextual data for service operations. We will also pursue discovery of a unified CMS solution for customer, supplier, and employee cohorts.Partnering closely with product, data, and platform engineering teams, we focus on reliability, innovation, and performance to enhance customer experiences and streamline end-to-end service processes.

What You'll Do

• Design, build, and maintain robust, scalable, and efficient backend services and APIs using Java, ensuring high performance, reliability, and responsiveness for millions of users.

• Develop and optimize database schemas, queries, and data models to support complex, large-scale service workflows and backend integrations.

• Integrate Gen AI capabilities using platforms like Gemini and OpenAI to power intelligent automation and enhance customer and agent workflows.

• Collaborate with product, platform, and data engineering teams to architect enhancements to the compute and service platforms that enable faster development and innovation across Wayfair.

• Identify and implement automation opportunities to reduce repetitive operational tasks and improve platform efficiency (embracing “DRY” principles).

• Troubleshoot, debug, and resolve complex system issues, ensuring platform stability, security, and scalability.

• Lead and mentor junior engineers, conduct code reviews, and promote engineering excellence and best practices.

• Contribute to CI/CD pipeline improvements, automated testing, and participate in the on-call rotation to ensure operational excellence and overall platform health.

• Stay current with evolving technologies and industry best practices to drive continuous architectural and process improvements.

What You’ll Need:

• 7+ years of experience in software engineering, with a strong track record of building scalable platforms or internal tools that support large-scale operations.

• Deep experience in backend development using object-oriented languages (e.g., Java), and proficiency with both relational and non-relational databases.

• Proven ability to architect for performance, scalability, and observability in complex, distributed service environments.

• Hands-on experience with cloud-native platforms such as Google Cloud, AWS, or Azure, and familiarity with containerized infrastructure (e.g., Docker, Kubernetes).

• Strong understanding of modern software development practices, including CI/CD, test automation, and monitoring.

• Experience collaborating cross-functionally with product management, operations, and analytics to define, prioritize, and deliver impactful platform initiatives.

• Demonstrated success in mentoring and guiding junior engineers, fostering technical growth and inclusive team culture.

• Exposure to frontend technologies or customer workflow platforms is a plus.

• Proficiency with monitoring and logging tools such as DataDog, Elasticsearch, or InfluxDB.

• A passion for building tools and platforms that empower others, enabling agents and systems to deliver exceptional customer experiences

Nice to Have:

• Experience integrating front-end components with REST APIs or GraphQL services.

• Solid understanding of front-end state management patterns (e.g., Redux, Context API).

• Experience with backend technologies such as Java (Spring Boot) and writing or debugging SQL queries.

• Basic understanding of containerized deployment environments such as Docker and Kubernetes.

• Experience working with cloud platforms such as AWS, GCP, or Azure is a plus.

• Knowledge of modern development tools and build systems (Webpack, Babel, NPM/Yarn).

• Familiarity with Agile methodologies and DevOps practices.

• Strong communication and collaboration skills to work across teams.

Why You’ll Love Wayfair

• Time Off:

• Paid Holidays

• Paid Time Off (PTO)

• Health & Wellness:

• Full Health Benefits (Medical, Dental, Vision, HSA/FSA)

• Life Insurance

• Disability Protection (Short Term & Long Term Disability)

• Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)

• Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)

• Caregiver Services

• Financial Growth & Security:

• 401K Matching (Employee Matching Program)

• Tuition Reimbursement

• Financial Health Education (Knowledge of Financial Education - KOFE)

• Tax Advantaged Accounts

• Family Support:

• Family Planning Support

• Parental Leave

• Global Surrogacy & Adoption Policy

• Professional Development & Recognition:

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice ( https://www.wayfair.com/careers/privacy ). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here (https://www.aboutwayfair.com/careers/careers-faq) .

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.