Conversational AI Engineering Manager
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Job Description
Conversational AI Engineering Manager leading engineers and delivery of Cognigy and Amazon Lex + Amazon Q solutions. Driving bot quality, reliability, stakeholder collaboration, and team growth at an omnichannel solutions company.
Responsibilities:
- Manage and coach engineers across levels L1–L5
- Lead onboarding, performance management, career development, and promotion readiness
- Build a high-trust feedback culture with strong engineering fundamentals, including code review, testing, documentation, and incident learning
- Recruit and hire across multiple levels and scale the team responsibly
- Own delivery outcomes across concurrent projects, including planning, prioritization, scope control, and risk management
- Collaborate with Product, clients, and stakeholders to translate business requirements into technical plans and measurable milestones
- Establish and improve agile operating rhythms, including sprint/kanban, roadmapping, retrospectives, and metrics
- Enforce CI/CD workflows
- Lead implementation and enhancement of conversational AI solutions using Cognigy and/or Amazon Lex + Amazon Q
- Oversee chat and voice bots, routing, integrations, and knowledge-driven experiences
- Ensure best practices for conversational design, NLU/LLM prompt and tooling hygiene, and safe fallbacks or hand-offs to live agents
- Improve bot quality through evaluation, testing, monitoring, and iterative optimization
- Define and enforce standards for reliability, observability, and on-call readiness
- Drive incident response and root-cause reviews
- Partner with security and compliance stakeholders on data handling, retention, and access controls for customer data integrations
Requirements:
- Experience managing and coaching engineers across levels L1–L5
- Experience with onboarding, performance management, career development, and promotion readiness
- Experience recruiting and hiring across multiple levels
- Experience owning delivery outcomes, including planning, prioritization, scope control, and risk management
- Strong client interaction and stakeholder management experience
- Hands-on experience creating and reviewing BRD, PRD, FRD, SOW, and NFRD
- Experience documenting AI solutions, including AI-specific BRDs/PRDs, use cases, workflows, and integrations
- Experience establishing agile operating rhythms, including sprint/kanban, roadmapping, retrospectives, and metrics
- Experience enforcing CI/CD workflows, both with and without repositories
- Experience leading conversational AI solutions built on Cognigy and/or Amazon Lex + Amazon Q
- Knowledge of conversational design implementation, NLU/LLM prompt/tooling hygiene, and safe fallbacks/hand-offs to live agents
- Experience with bot evaluation, testing strategies, monitoring, and iterative optimization
- Experience defining standards for reliability, observability, and on-call readiness, including SLOs, logging, dashboards, and alerts
- Experience driving incident response and root-cause reviews
- Experience working with security/compliance stakeholders on data handling, retention, and access controls
- Experience integrating customer data sources
Benefits:
- Competitive suite of benefits
- Lucrative compensation program
- Medical benefits
- Dental benefits
- Vision benefits
- Opportunity for high-potential career growth with a fast-growing company
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