Roles and Responsibilities
- Technical Architecture and Leadership: Define and drive the architecture, design, and implementation of scalable, resilient, production-grade real-time AI and speech processing platforms.
- Real-Time AI Engineering: Lead the development and optimization of Agent Assist, Agent Guidance, Speech AI, and Live Transcription solutions.
- Streaming ASR and Low-Latency Systems: Design and optimize streaming ASR pipelines and low-latency architectures to support real-time speech recognition and agent interaction.
- Concurrent Audio Processing: Engineer systems capable of processing multiple concurrent audio streams efficiently while maintaining performance, accuracy, reliability, and responsiveness.
- Enterprise Deployment: Lead software deployment and integration within managed enterprise desktop environments, including outsourced and third-party-operated contact center environments.
- Performance and Scalability: Establish and optimize performance benchmarks, latency targets, throughput, scalability, and reliability for production workloads.
- Technical Problem Solving: Diagnose complex system, integration, and performance issues across audio pipelines, application components, infrastructure, and enterprise environments.
- Stakeholder Collaboration: Partner with product, operations, infrastructure, security, and business teams to align technical solutions with operational and business objectives.
- Executive Communication: Analyze technical findings, identify risks and opportunities, and present clear, data-driven recommendations to executive leadership and business stakeholders.
- Engineering Best Practices: Establish standards for system design, code quality, observability, testing, deployment automation, and production readiness.
Required Experience and Qualifications
Candidates must demonstrate hands-on experience in the following areas:
- Production-Scale AI Platforms: Proven experience building, deploying, or operating production-scale Agent Assist, Agent Guidance, Speech AI, or Live Transcription platforms.
- Streaming ASR: Strong expertise in streaming Automatic Speech Recognition (ASR), real-time speech processing, and low-latency system architectures.
- Real-Time Audio Processing: Experience designing and implementing systems that process multiple concurrent audio streams in real time.
- Enterprise Desktop Environments: Demonstrated experience deploying and integrating software within managed enterprise or outsourced desktop environments, including environments with strict operational, security, and compatibility requirements.
- Executive-Ready Reporting: Ability to translate complex technical analysis, system performance data, and implementation findings into concise, actionable recommendations for executive audiences.
- System Architecture: Strong expertise in designing distributed, scalable, fault-tolerant, and high-availability systems.
- Production Engineering: Experience troubleshooting production issues, optimizing performance, and ensuring the reliability of latency-sensitive applications.
- Technical Leadership: Proven ability to drive engineering decisions, influence cross-functional teams, and lead complex technical initiatives from design through production deployment.
Preferred Qualifications
- Experience integrating speech AI and real-time transcription capabilities into contact center or customer engagement platforms.
- Familiarity with audio streaming protocols, telephony integrations, event-driven architectures, and real-time data pipelines.
- Experience with cloud-native infrastructure, containerization, orchestration, and production observability.
- Knowledge of enterprise security, endpoint management, software distribution, and desktop application integration.
- Experience defining service-level objectives (SLOs), latency benchmarks, performance metrics, and operational readiness criteria.