Manager, Software Engineering Omni Channel Management
Core
Lead the OmniChannel team to build and operate AI-native conversational experiences (Voice AI, Chat AI, Contact Center Integrations) that handle context, handoffs, and autonomous workflows for customer support.
Role type
Senior IC Manager (Software Engineering)
Builds
Production AI applications, agentic workflows, and conversational interfaces for voice and chat channels.
Domain
Customer Support / Contact Center / Generative AI
Deliverable
production ML models | product features
Required skills
AI-native application development, agentic workflow design, conversational and multi-channel design, agentic instruction authoring, prompt engineering, evaluation of non-deterministic systems, specification precision, safety and security in AI systems
Preferred skills
Voice and contact center technology, conversation design partnership, evaluation and observability tooling, enterprise domain depth
Technologies
LLMs, Voice AI, Contact Center Platforms, IVR, Speech Recognition, Streaming Audio
Responsibilities
Set technical direction for Voice AI and Chat AI initiatives; manage product development and end-to-end engineering deliverables; build and develop a team of engineers; lead monthly release cycles with product management; design conversational experiences across chat and voice; build AI-driven autonomous workflows; design automated evaluation and testing for non-deterministic behavior; specify and direct AI coding agents; own quality, safety, and reliability in production; collaborate across product, design, and engineering.
Seniority
Senior, hands-on IC with people management