Job Description
At Nordstrom, we're shaping the future of retail through technology. Our culture thrives on curiosity and collaboration. The Nordstrom Digital Servicing Platform (DSP) team is seeking an Engineer to help build Digital Servicing and AI automation solutions. This team is central to Nordstrom's Customer and Servicing strategies, aiming to deliver the legendary service our customers expect from our stores through our Digital Servicing experiences.
As a Senior Software Engineer on the DSP team, you will play a pivotal role in designing, building, and supporting the platforms that power how our Care agents and customers interact every day — from the agent desktop tools that handle millions of customer conversations each year to the AI-driven self-service experiences that resolve routine requests so our Care team can focus on what matters most. You'll work end to end across Web UIs, APIs, and event-driven services, partnering closely with peer engineers, product, and Customer Care leadership.
Beyond the contact center, the DSP team also owns the Purchase History and Loyalty Rewards dashboard experiences on both Nordstrom.com and NordstromRack.com — high-traffic, customer-facing surfaces that millions of shoppers rely on to track orders, returns, and Nordy Club rewards. You'll be building experiences that span both the agent and customer sides of servicing.
A day in the life…
- Collaborate with the squad to develop experiences across our Interaction Management and Digital Servicing platforms.
- Integrate with services and events across the Nordstrom technology organization to enhance our industry-leading ecommerce experience.
- Work alongside peer engineers to make code-level decisions that ensure a cleaner and more sustainable architecture.
- Support on-call incidents, using telemetry to diagnose issues and involve the right partner teams.
- Utilize languages such as React, Java, and C#/.NET to deliver full-stack features end to end.
- Participate in and contribute to the agile development and planning process — from refinement and sprint planning through delivery and retrospectives.
- Write highly maintainable, easy-to-understand code for RESTful services, event-driven systems, databases, and cloud infrastructure following secure coding practices.
- Mentor other engineers and help split larger designs into individual work units.
- Design and validate scenarios through complete and automated unit, functional, integration, and end-to-end testing.
- Instrument code appropriately, creating custom metrics, alerts, and dashboards in New Relic and Splunk.
- Identify and prevent performance issues, optimize solutions and infrastructure, and lead cross-functional troubleshooting.
- Partner with AI and automation initiatives — including agent assist, intelligent routing, and self-service experiences — to deflect routine work and elevate the customer and agent experience.
You own this if you have…
- Bachelor's or master's degree in CS, Engineering, or equivalent practical experience.
- 6+ years of professional experience developing RESTful services and event-driven applications.
- Solid foundation in software engineering practices, data modeling, object-oriented analysis and design, design patterns, and algorithms.
- Experience with Web UI development using JavaScript (React, Redux, Node.js, TypeScript).
- Experience using Java, C#/.NET, or other object-oriented programming languages.
- Experience using AWS services such as Kubernetes, Elastic Cache Redis, DynamoDB, Lambda, CloudFormation, etc., or features on other similar cloud-hosted platforms.
- Familiarity with contact center, customer service, CRM, or agent-facing platforms is a plus.
- Familiarity with Linux/Docker and open source software development.
- Familiarity with test automation and CI/CD pipelines.
- Familiarity with Kubernetes, New Relic, and Splunk.
- Strong verbal and written communication skills with the ability to communicate technical information to non-technical audiences.
- Curious mindset for AI adoption to optimize work processes.
- Passion for new technologies, operational excellence, and customer impact.
Your responsibilities…
- Delivering full-stack features (design, implementation, and support) across the Interaction Management and Digital Servicing platforms.
- Working across the full stack of technologies (Web UI, APIs, event streams, and infrastructure).
- Building reusable cross-platform components that can be leveraged by other servicing experiences.
- Translating written requirements, designs, and wireframes into high quality code.
- Partnering with AI and automation initiatives to integrate intelligent agent-assist and self-service capabilities into the servicing experience.
- Working with diverse, collaborative, cross-functional teams — including product, design, business operations, and Customer Care leadership.
- Participating in 24x7 on-call responsibilities to support critical customer-facing servicing platforms.
How we work…
- **With others. **We have remote pairing tools where engineers often work together, as well as virtual collaboration tools for building out solutions.
- **With transparency. **We encourage open dialog and discourse. We don't encourage silos.
- **With agility. **We don't believe in following a process for 'process' sake. We ship frequently and focus on delivering incremental value.
- **With open minds. **We are committed to building a diverse team of people with unique perspectives. This encourages a healthy and inclusive environment that builds a more sustainable, successful company.
- **With pride. **We value our people most of all. We invest in ourselves by applying our own strengths and interests to company needs.
We’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ’s for relevant information and guidelines.
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Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.
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Pay Range Details
The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.
$142,000.00 - $220,500.00 Annual
This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf