Senior Principal Software Engineer, GTM

About This Role

We are building the Customer Experience Platform that will define how Toast engages, supports, and grows customers at scale.

As a Senior Principal Engineer for GTM Experiences, you will serve as the LOB-level technical leader responsible for defining and driving the multi-year strategy that shapes how Toast delivers experiences across onboarding, support, and product-led growth. You will translate business strategy into coherent technical direction, align engineering investments with measurable customer and operational outcomes, and guide the architectural evolution to create a seamless customer journey.

This role extends beyond ownership of individual systems or services. You will help define how lifecycle stages connect into a unified experience and drive platform level decisions that unlock business outcomes. You will help define how core components of the support ecosystem — including AI-assisted capabilities, contact center infrastructure, agent tooling, and customer-facing support experiences — work together as a unified platform. You will partner closely with engineering, product, design, Care, Onboarding, and Growth leadership to establish a shared technical vision, make high-impact architectural decisions, and ensure that our platform scales with increasing complexity while improving customer outcomes.

Success in this role requires strong systems thinking, platform design expertise, and the ability to operate across organizational boundaries. You will bring clarity to a complex ecosystem, drive alignment across teams, and ensure our investments translate into measurable improvements in customer activation, retention, and support quality.

A day in the life (Responsibilities)

• Define and drive the multi-year technical strategy for the GTM Experiences LOB, ensuring alignment with company goals and long-term customer experience outcomes.
• Lead architectural direction for critical platform capabilities that support customer and agent experiences, including contact center infrastructure, AI-assisted support systems, internal agent tooling, onboarding and activation systems, product-led growth experiences.
• Evaluate and de-risk major technical investments such as platform migrations, vendor integrations, and large-scale architectural changes.