About the job
As the Manager of Software Engineering, you will lead the OmniChannel team within Customer Support Management (CSM). This hands-on leadership role will set technical direction, driving execution of key initiatives such as Voice AI, Chat AI, Contact Center Integrations among other Omni Channel capabilities. In addition you will also oversee engineering operations, ensure product quality and scalability, and foster collaboration across global teams.
Responsibilities
Manage product development activities and oversee end-to-end engineering deliverables.
Manage and build a team of engineers by identifying individual strengths, providing career development, and proactively elevating engineers.
Design conversational experiences across chat and voice that hold context across turns and hand off cleanly between automated and human agents.
Build AI native applications designed around agentic behavior including intent interpretation, multi-step reasoning, tool invocation, and action on the user's behalf.
Design AI-driven autonomous workflows by decomposing business processes into steps and decision points an agent can execute.
Build automated evaluation and test non-deterministic behavior using golden datasets, model-as-judge scoring, CI gates, and drift detection.
Specify precisely and direct AI coding agents by converting requirements into testable specifications and reviewing agent output for correctness.
Own quality, safety, and reliability in production by monitoring conversation quality, containment, hallucination, and unsafe actions.
Qualifications
Minimum
Demonstrated track record of building, shipping, and operating production software, including hands-on delivery of AI-native application features.
Direct experience authoring agentic instructions and prompts, designing AI-driven autonomous workflows, and building the evaluation and testing that verifies them.
Experience delivering conversational experiences in chat and voice.
Willingness to work directly with customers in a forward deployed capacity.
Strong command of data structures, algorithms, system design, APIs, data modeling, and testing.
Hands-on experience building applications where model-driven behavior is central.
Demonstrated skill writing and maintaining natural-language logic that governs agent behavior.
Ability to build measurable frameworks assessing response quality, agent behavior, tool-selection accuracy, and regression risk.
Preferred
Prior forward deployed experience.
Advanced degrees or certifications.
Voice and contact center technology experience including telephony, IVR, speech recognition and synthesis, streaming audio, and real-time latency optimization.
Experience working alongside conversation or content designers.
Experience with evaluation frameworks, prompt and instruction management tooling, tracing for LLM applications, and analysis of production transcripts at scale.
Enterprise domain depth in customer service, contact center operations, sales, or enterprise workflow.