Engineering Leader

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee and expand various product lines in Voice, BPO, and Workforce Management.

• Report directly to the Head of Engineering.

• Lead the engineering organization responsible for developing infrastructure for Voice AI Employees, Agent QA, auto-learning pipelines, analytics, and workforce optimization.

• Design scalable multi-tenant systems that comply with data residency and isolation requirements.

• Create high-throughput ingestion systems for voice data, call metadata, and operational telemetry.

• Make architectural choices regarding data storage, stream processing, and storage tiers.

• Advocate for SOLID principles, clean architecture, code quality, testing, extensibility, and maintainability.

• Recruit, hire, mentor, and manage engineers and engineering managers.

• Set engineering standards and foster a culture of code reviews.

• Promote cross-functional collaboration with Product, ML/AI, and Go-to-Market teams.

• Manage end-to-end engineering for AgentQA, including real-time voice pipelines, telephony integrations, and voice-to-action workflows.

• Develop Agent QA functionalities for automated call scoring, compliance monitoring, sentiment analysis, and coaching feedback loops.

• Create auto-learning systems featuring feedback loops, retraining triggers, and quality regression detection.

• Deliver voice analytics, performance dashboards, metric reporting, and anomaly detection.

• Construct scalable voice pipelines across different regions while addressing PII, security, and compliance issues.

• Develop workforce management capabilities including demand forecasting, shift scheduling, real-time adherence, and capacity planning.

• Design optimization algorithms for headcount modeling, skill-based routing, and workload balancing.

• Collaborate with ML/AI teams on predictive models for call volume, attrition risk, and staffing efficiency.

⛳️ Requirements

• 12+ years of experience in software engineering.

• 4+ years of experience leading engineering teams with 8+ engineers in high-growth startups or prestigious tech companies.

• Extensive knowledge in developing real-time, data-intensive systems.

• Strong background in relational databases, time-series stores, columnar analytics engines, and caching layers.

• Experience in creating quality software utilizing AI-driven tools and workflows.

• Proven history of taking products from concept to launch (0→1) and rapidly iterating based on user feedback.

• Practical expertise in SOLID principles, clean architecture, and design patterns.

• Familiarity with scalable multi-tenant SaaS platforms, data isolation, geo-distributed deployments, and compliance with SOC 2, GDPR, and HIPAA.

• Experience in building high-volume ingestion systems using event-driven architectures, stream processing technologies such as Kafka or Flink, and hybrid batch/real-time pipelines.

• Strong product insight in contact center, voice, and workforce domains.

• Demonstrated ability to hire, develop, and retain top-tier engineers across various disciplines.

• Experience with voice/telephony systems, WebRTC, SIP, voice-over-IP infrastructure, or contact center platforms is advantageous.

• Background in operations research or optimization is a plus.

• Experience in building analytics platforms is a plus.

• Prior experience with auto-learning or continuous improvement systems is a plus.

• Familiarity with AI/ML-powered enterprise products is a plus.

• Understanding of WFM or contact center operations is beneficial.

🏝️ Benefits

• Competitive salary.

• Significant equity opportunities.

• Certain positions may qualify for variable compensation and additional benefits.

• Commitment to equal employment opportunities.