AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards. WHY JOIN US If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you! ABOUT THE ROLE As a Senior Backend Engineer, you will design and optimize high-performance, multi-threaded systems, transforming legacy workflows into scalable, thread-safe architectures. Leveraging deep expertise in C#, SQL, and AWS, you’ll drive concurrency improvements, enhance system throughput, and support large-scale data processing with technologies like Apache Spark. This role offers strong technical ownership and the opportunity to shape reliable, high-impact backend systems in complex environments. WHAT YOU WILL DO - Lead the design and development of highly concurrent, multi-threaded applications in C#; - Re-architect legacy synchronous workflows into scalable, thread-safe solutions; - Apply advanced knowledge of threading models, synchronization primitives, and performance tuning to optimize system throughput and minimize contention; - Design, develop, and optimize complex SQL queries, stored procedures, and large-scale data operations; - Utilize Apache Spark for distributed data processing at scale; - Deploy and manage solutions on AWS, ensuring reliability, scalability, and cost efficiency; - Diagnose and resolve concurrency issues, perform application profiling, and drive continuous improvements in system performance; - Collaborate with cross-functional teams to define technical requirements, align architecture with business goals, and deliver high-quality solutions. MUST HAVES - 4+ years of experience as a software engineer; - Expert-level proficiency in C# with experience in multi-threaded and parallel processing; - Understanding of C++; - Strong understanding of threading models, synchronization primitives, and concurrency debugging; - Proven experience in performance tuning and application profiling for large-scale systems; - Advanced proficiency in SQL; - Proven experience deploying solutions on AWS; - Strong problem-solving and debugging skills focused on scalability and reliability; - Upper-intermediate English level. NICE TO HAVES - Hands-on experience with Apache Spark; - Experience in re-engineering legacy systems into modern architectures; - Familiarity with microservices design principles and cloud-native development patterns; - Strong communication and collaboration skills with cross-functional teams. PERKS AND BENEFITS - Professional growth: Mentorship, TechTalks, and personalized growth roadmaps. - Competitive compensation: USD-based pay with education, fitness, and team activity budgets. - Exciting projects: Modern solutions with Fortune 500 and top product companies. - Flextime: Flexible schedule with remote and office options.

Key Responsibilities 1. Organizational Change & Process Harmonization - Lead change impact assessments across Lead → Set → Confirm → Dispatch workflows. - Define and implement the change strategy for transitioning from fragmented site-level processes to unified, standardized workflows. - Support the rollout of the RenuityOneAgent model (merging setter and confirmer roles). - Engage with operations leaders to redesign SOPs, scripts, dispositions, and scheduling workflows. - Ensure alignment across multiple centers (Florida, MadCity, Mexico/Charlotte, potential future locations). 2. Stakeholder Engagement & Governance - Identify key stakeholders across Renuity, Firstsource, and Zensar. - Establish governance models including Steering Committees, Ops Councils, and cadence routines. - Manage cross-functional coordination to ensure alignment on integration, technology, and process initiatives. - Conduct readiness assessments and prepare change adoption metrics for leadership updates. 3. Communication & Change Enablement - Develop communication and engagement plans for all impacted teams. - Create clear messaging for new roles, workflows, dialer processes, and AI-assisted operations. - Manage communications around the introduction of new CCaaS tools, platforms, and integration-driven workflows. - Prepare leadership updates, newsletters, and stakeholder briefings. 4. Training, Adoption & Knowledge Management - Work with Training and QA teams to define training needs tied to technology, scripts, SOPs, and AI workflows. - Coordinate curriculum, playbooks, digital guides, and process documents for agents and supervisors. - Ensure adoption of new systems including CCaaS, CRM integrations, AI Scoring, Auto QA, Voice/SMS automation. - Support performance baselining and post-go-live adoption tracking. 5. Support Implementation & Pilot Rollouts - Enable the “Command Center Lite” pilot for 30 agents, ensuring process alignment and user readiness. - Facilitate UAT, soft launch, and go-live activities from a people/process standpoint. - Collect user feedback, assess friction points, and drive continuous improvement during scaling phases. 6. Risk Management & Issue Resolution - Identify risks related to change resistance, skill gaps, process inconsistencies, or data/process migration. - Develop mitigation plans and escalate issues during transformation phases. - Track KPIs including conversion, speed-to-lead, AHT, agent productivity, QA scores, adherence, and adoption rates. Required Skills & Capabilities Core Change Management Skills - Strong grounding in change frameworks (ADKAR, Prosci, Kotter, or equivalent). - Ability to manage end-to-end change lifecycle—from impact analysis → communication → training → adoption. - Experience in contact center transformation, sales operations, or customer engagement environments preferred. Functional Skills - Understanding of Lead Management, Dialers, CCaaS platforms (Five9, AWS Connect, RingCentral, etc.). - Knowledge of CRM processes (Lead, Contact, Appointment, Dispositioning). - Ability to analyze workflows and recommend standardization across multi-site operations. - Familiarity with AI adoption in contact centers (Agent Assist, Auto QA, lead scoring). Soft Skills - Strong communication and storytelling capability. - Excellent stakeholder management and cross-functional coordination. - Ability to influence senior leadership and operations teams. - High resilience and adaptability in fast-paced transformation environments. Nice-to-Have - Experience with large-scale technology implementations, especially integrations across CRM, dialer, CCaaS, and data platforms. - Exposure to sales enablement or marketing automation ecosystems. - Certifications in Change Management (Prosci) or Agile methodologies.

• Design and build APIs and backend services that power AI-driven product experiences • Develop systems that integrate LLMs and ML models into production workflows • Build and maintain data pipelines supporting training, inference, and evaluation • Partner closely with ML Engineers, Data Scientists, and Product to ship end-to-end features • Improve system performance, reliability, and scalability across services • Contribute to experimentation and feedback loops that improve model and product performance • Debug complex production issues and drive root cause resolution • Raise the bar on code quality, system design, and engineering standards

About us: Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly. Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely. The role in a nutshell: We're building teams to help us succeed in our mission to upgrade the world to a better financial system. As an intermediate engineer, you’ll be joining a group of highly motivated software engineers who you’ll work collaboratively with across our pods. As a fast-growing company with offices around the world, you’ll immediately see how your contributions directly impact both our internal users and client experience. Many of the problems we are solving result in trail blazing solutions which can’t be found on Stack Overflow; so we’re looking for engineers who flourish working in a complex domain. Your mission will be: - Build distributed microservices that are accessed by 10m customers from across the globe. - Design, build and maintain advanced applications services. - Collaborate with cross-functional teams to define, design, and ship new features. - Write testable, maintainable code for robustness and reliability. - Work on bug fixing and improving application performance. - Write code that directly affects users, the company and the Bitcoin ecosystem. A little about you: - Background in computer science in areas such as algorithms, data structures, and software design. - Proven experience leading development efforts and guiding engineering teams through end-to-end project delivery. - Extensive programming experience in Backend based technologies. Go(lang) is preferable. - A continuous improvement mindset. - BSc/MSc/PhD in computer science or other technical discipline, or equivalent working experience. - To be friendly, transparent, articulate and driven to succeed. Don’t be put off if you don’t tick all of the boxes – they’re a guide based on what we’d love to see What stack we work on: - Kotlin, Swift & Angular - Go(lang), gRPC - Kubernetes (EKS), Docker - CloudFlare, CloudFront, nginx - MySQL (RDS), Redis (ElastiCache), etc - Prometheus, Grafana, CloudWatch, Jenkins Life at Luno: - Remote but reachable work policy gives you the freedom to choose between working from home or the office. - Plus the option to buy and sell up to 5 days leave - Improve body and mind, with excellent private medical insurance - Access to Learnably and our additional learning platforms for your personal and professional development - 6 months primary care-giver leave - Paw-ternity leave for your furry friend - Annual Inspiration Day in addition to your annual leave which increases based on your length of service! - A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts - 0 fees up to a certain amount with Luno from the day you start.* *Offer only available on Luno Instant Buy, not Luno Exchange We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.