Engineering Manager

This is a fully remote position, open to applicants in Bosnia and Herzegovina, +1 more country.

📋 Description

• Lead the AI Feature team responsible for PercyIQ, which powers Personify Health's AI-driven discovery and conversational experiences.

• Take ownership of the delivery of AI/RAG-powered search and discovery across Web, iOS, and Android platforms, encompassing agent orchestration, knowledge base ingestion, and the ranking/personalization of results.

• Oversee go-live readiness, capstone testing, pilot monitoring, load testing, production alerting, and the creation of runbooks for AI-driven features.

• Direct the analytics infrastructure to measure and report on the usage of AI features.

• Provide guidance on AI guardrails and evaluators to ensure clinically appropriate, on-brand, and trusted responses, including the detection and routing of crisis/emergency situations.

• Manage the protection of PHI/PII by masking sensitive health identifiers prior to storage.

• Spearhead translation and localization efforts for members who do not speak English.

• Lead the technical design and delivery of conversational AI experiences along with quality and safety management frameworks.

• Oversee integrations for benefits and clinical chat use cases, facilitating transitions between AI chat and human support channels.

• Own the AI-powered member support chatbot, which includes intent recognition, RAG-based responses, and escalation to live agents.

• Ensure the operational integrity of human handovers, knowledge base synchronization, and mitigation strategies for hallucination or misrouting.

• Manage, mentor, recruit, and develop backend, frontend, and QA/automation engineers.

• Conduct agile delivery activities, including sprint planning, retrospectives, release captain rotation, regression testing, and automation upkeep.

• Assume responsibility for production support, on-call readiness, incident response, alerting, and post-incident documentation.

• Track and report on AI system health metrics to engineering and product leadership.

• Collaborate with Engineering Managers, the Director of Software Engineering, and Product/UX leadership on roadmaps and dependencies.

⛳️ Requirements

• Over 5 years of experience in software engineering, covering both backend and frontend systems.

• More than 3 years in an engineering management or tech lead position, focusing on managing and developing engineers.

• Practical experience in building or running production systems utilizing LLMs/generative AI, including RAG pipelines, prompt/guardrail design, or agent orchestration (e.g., AWS Bedrock, OpenAI, or similar technologies).

• Familiarity with conversational AI or chatbot platforms and their integration with human escalation systems (e.g., CRM/helpdesk tools).

• Experience working in a regulated, compliance-sensitive setting and collaborating with Legal and Security teams on AI risk, safety, and privacy matters.

• Proficiency with event-driven data pipelines (e.g., Kafka, S3, Snowflake) that support analytics and reporting use cases.

• Strong background in production operations, including on-call ownership, incident response, observability/alerting tools (e.g., New Relic, PagerDuty), and load/performance testing.

• Experience working cross-functionally with Product Management, UX, and clinical/content stakeholders to deliver user-facing features.

• A Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent practical experience.

• Preferred: experience with search/discovery systems, mobile platforms, translation/localization pipelines, healthcare/wellbeing/benefits technology, and evaluating or migrating conversational AI or customer support vendor platforms.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity, equity, inclusion, and belonging.

• Supportive work environment where differences are celebrated and employees from all backgrounds are empowered to succeed.