Job Description
We are hiring a Lead Engineer to own our Voice AI stack end-to-end. You'll drive automation across voice bots, agent assist tools, and CX servicing dashboards, working closely with product and CX teams to scale self-serve and human-assisted support.
Key Responsibilities
Own the architecture of the AI Voice Bot stack, including the self-serve dashboard that lets internal teams configure and manage voice bot flows without engineering support.
Design and build a queue and retry framework for call scheduling, handling failures, retries, and prioritization across high call volumes.
Drive daily voice call automation, improving fully-automated call rates while maintaining full monitoring and observability across the group.
Architect and ship an end-to-end Servicing Insights Dashboard, including the backend data pipeline and the frontend CX agents use daily.
Lead impleme...