Senior Engineering Manager – Voice AI
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Job Description
Engineering Manager overseeing voice AI stack development at Gladly. Leading team ensuring responsive AI voice interactions for customer service.
Responsibilities:
- Lead a product team building the voice AI stack: real-time inference, latency management, continuous quality monitoring and performance tracking.
- Collaborate closely with Product, Design, AI Core and AI Research teams to define what 'great AI voice experience' means — from first greeting to complex issue resolution.
- Drive innovation — stay on the cutting edge of low-latency LLMs, voice-optimized models, and real-time AI architectures.
- Develop and implement engineering processes and best practices.
- Take ownership of projects throughout their full cycle including inception, planning, execution, testing and maintenance.
- Mentor engineers and foster a culture of quality obsession, AI advancement, latency minimization, reliability, and thoughtful system design.
Requirements:
- Engineering leadership experience: 5+ years leading teams delivering real-time, latency-sensitive systems at scale.
- Previous experience as a top performing software engineer at an AI or SaaS start-up.
- LLM infrastructure knowledge: Experience with inference providers, model orchestration, and managing AI backends in production.
- Technical depth: Strong foundation in backend systems, streaming architectures, and low-latency design patterns.
- Telephony platform knowledge: Experience working with Twilio and WebRTC.
- Bias for action: Proven ability to take ambiguous, early-stage ideas to production.
- Experience ensuring that all of your engineers with variable backgrounds, seniority and understanding of the domain advance in their career development.
- Collaborative leadership: Excellent communication skills — you mentor engineers and bridge between AI research, infrastructure, and product disciplines.
Benefits:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
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