Sr. Engineering Manager

About the role

In this pivotal position, you will oversee the Customer Experience Intelligence (CXI) team, tasked with the development of an AI-driven vertical workflow platform. Your focus will be on designing intelligent systems that seamlessly integrate AI agents, human operators, and enterprise tools to streamline and automate intricate business processes, enhancing overall efficiency and effectiveness.

Key facts

What you'll do

• Architect the technical vision and backend framework for the Enterprise Agentic Framework, ensuring scalability and robustness.
• Create a multi-tenant, modular platform that initially serves the Customer Support sector, with plans to extend functionalities to IT, Legal, Security, Compliance, Marketing, and HR departments.
• Uphold stringent standards for safety, reliability, throughput, and code quality within agentic systems, ensuring they meet enterprise-level requirements.
• Design and implement state-machine and agentic workflows that evolve from human oversight to complete automation, enhancing operational efficiency.
• Develop observability tools that encompass logging, tracing, and instant rollback capabilities to monitor and manage AI-driven decisions effectively.
• Collaborate with Product Management, Platform Engineering, and various business stakeholders to synchronize roadmaps and address interdependencies.
• Provide mentorship and guidance to software engineers and subject matter experts throughout the organization, fostering professional growth and knowledge sharing.
• Drive the adoption of best practices in software development and AI integration, ensuring the team stays at the forefront of technological advancements.
• Analyze performance metrics and user feedback to continuously refine and enhance the platform, ensuring it meets evolving business needs.
• Facilitate cross-functional workshops and discussions to promote innovative ideas and solutions within the team and across the organization.
• Engage in strategic planning sessions to align team objectives with broader company goals, ensuring the CXI team contributes effectively to overall success.

Requirements

• A Bachelor's degree or higher in Computer Science or a related discipline is essential.
• A minimum of 10 years of experience in developing and managing AI-native platforms or products is required.
• At least 5 years of experience in leading and expanding software engineering teams, demonstrating effective leadership and team-building skills.
• Proven track record of integrating AI capabilities, operational workflows, and software engineering into unified products that deliver business value.
• Strong product judgment with the ability to distill ambiguous operational requirements into clear, measurable business outcomes.
• Experience in influencing and collaborating across various product and engineering teams, fostering a culture of cooperation and shared success.
• Exceptional written and verbal communication skills, enabling you to convey complex strategies clearly and effectively to diverse audiences.
• A deep understanding of AI technologies and their application in business processes is highly desirable.

Nice to have

• Familiarity with cloud-based platforms and services, particularly those related to AI and machine learning.
• Experience with agile development methodologies and practices, promoting flexibility and responsiveness within the team.
• Knowledge of data privacy regulations and compliance standards relevant to AI applications.
• Previous experience in a startup environment, demonstrating adaptability and innovative thinking.

Skills & tools

• Proficiency in programming languages such as Python, Java, or Scala, with a strong foundation in software development principles.
• Familiarity with AI frameworks and tools, including TensorFlow, PyTorch, or similar technologies.
• Experience with cloud infrastructure services, such as AWS, Azure, or Google Cloud Platform, to support scalable AI solutions.
• Understanding of DevOps practices and tools to enhance collaboration between development and operations teams.

Practical notes

• The compensation package includes eligibility for equity, annual performance bonuses, and a comprehensive range of company benefits.
• Access to certain export-controlled technology or source code may necessitate a U.S. government license, which will be determined at the employer's discretion.
• This role presents an exciting opportunity to lead a talented team in a dynamic environment, contributing to the future of AI-driven business solutions.