Technical Lead (Voice AI)

We are hiring a Lead Engineer to own our Voice AI stack end-to-end. You'll drive automation across voice bots, agent assist tools, and CX servicing dashboards, working closely with product and CX teams to scale self-serve and human-assisted support.

Key Responsibilities

• Own the architecture of the AI Voice Bot stack, including the self-serve dashboard that lets internal teams configure and manage voice bot flows without engineering support.

• Design and build a queue and retry framework for call scheduling, handling failures, retries, and prioritization across high call volumes.

• Drive daily voice call automation, improving fully-automated call rates while maintaining full monitoring and observability across the group.

• Architect and ship an end-to-end Servicing Insights Dashboard, including the backend data pipeline and the frontend CX agents use daily.

• Lead implementation of the Agent Assistive Bot (Magic 2.0) on Freshchat, integrating it across agent workflows for Hotels, Trains, and Flights.

• Own Echo's ACW automation, lead the migration of Echo consumers to EKS, and scale Echo chat infrastructure across all organizations.

• Evaluate emerging voice AI technologies and market trends, translating research into concrete improvements to internal tools.

• Partner closely with product, CX, and infrastructure teams to translate business goals into scalable technical solutions.

• Champion strong engineering practices through documentation, design reviews, and technical roadmaps.

What We're Looking For

• 6+ years of experience as a full-stack engineer, building and operating production systems.

• Demonstrated experience building Voice AI systems for CX use cases.

• Strong experience with queueing systems, retry mechanisms, and scheduling infrastructure.

• Experience deploying and scaling services on Kubernetes/EKS.

• Experience building dashboards or internal tools that are used directly by non-engineering teams.

• Strong ownership mindset, comfortable driving a stack end-to-end across bots, dashboards, and backend infra.

• Strong written and verbal communication skills, with the ability to work cross-functionally with CX and product teams

• Tech Stack: Python, FastAPI/Flask, Voice AI, STT/TTS, LLMs, PostgreSQL, Redis, AWS, Docker, CI/CD.

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.