Gametime

Service Strategy – Design Engineer

Gametime

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $96,050 - $113,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSCloudJavaScriptNode.jsReact

About the role

  • Design service systems: Build and optimize Amazon Connect contact flows, including IVR logic, call routing, and escalation paths.
  • Deploy automation at scale: Manage CI/CD pipelines and infrastructure-as-code for IVR and service systems.
  • Integrate systems: Connect AWS, Kustomer, and internal tools for seamless fan and agent experiences.
  • Develop tools: Build internal and fan-facing interfaces using React, JavaScript (ES6+), and Node.js, ensuring reliable, consistent design with React Hooks, Context, and Tailwind CSS.
  • Automate workflows: Create and debug complex Kustomer workflows, applets, and data transformations that streamline routing, state management, and feedback loops.
  • Engineer backend integrations: Build and maintain Node.js/Express services, data pipelines, and RESTful APIs to connect third-party and internal systems.
  • Lead AI/ML initiatives: Develop Gametime’s AI/ML roadmap for Fan Ops — identifying where intelligent automation enhances fan experience and operational efficiency. Implement AI-driven chatbots, virtual agents, and voice deflection to increase self-service resolution rates. Partner with Data Science and Product to measure success through containment, handle time reduction, and fan satisfaction. Continuously tune LLM-powered and NLP-based models for accuracy, brand consistency, and helpfulness.
  • Collaborate cross-functionally: Work with Product, Data, and Fan Ops to translate fan insights into service design decisions and automation strategies.
  • Champion the fan: Design systems that build trust, reduce friction, and deliver empathetic, high-quality experiences at scale.

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.
  • Skilled at identifying where AI/ML adds value within support environments.
  • Experience implementing AI-driven chat, voice, or self-service systems.
  • Ability to define and execute an AI roadmap to improve automation and efficiency.
  • Familiarity with LLMs, prompt engineering, and NLP systems.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
JavaScriptReactNode.jsAWSAmazon ConnectRESTful APIsCI/CDKustomerAI/MLNLP
Soft skills
collaborationleadershipproblem-solvingcommunicationempathystrategic thinkingautomation strategycross-functional teamworkcustomer experience focusdesign thinking