Senior Engineering Manager

  • Job Reference: 634801734-2
  • Date Posted: 24 June 2022
  • Recruiter: Observe.AI
  • Location: Karnataka
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent

Job Description

Who We Are:


Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of customer interactions, extract actionable interaction and sentiment insights and streamline workflows. With Observe.AI, businesses transcribe every interaction with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017, Observe.AI is led with action and innovation, a people-first mindset, and a culture of transparency. Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, TripAdvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, Softbank, Zoom, and Y-Combinator, Observe.AI's headquarters is in San Francisco with an office in Bangalore, India.


About the Role:

As a Senior Engineering Manager in the Real-Time team, you would contribute to many of our core products and have a great impact in shaping up the post-processing of calls/web-chat/emails/video. You would work with Product Managers, Architects and Engineers.

In this role, you will manage a team of talented and driven engineers. You would lead the development and delivery of a scalable, secure and multi-tenant cloud platform that is responsible for catering to real-time as well as non-real-time orchestration of pre-processing of interaction data for the product. You would work closely with different stakeholders to come up with the roadmap and solution & deal with huge volumes of data and creating systems that would be able to scale heavily with growing needs.


Key Responsibilities:

  • You would work towards the development of engineers on the team and help them advance in their career - regular one on ones, helping them make right decisions and guiding them among making other people manager decisions.
  • Work with Product Managers to help define the roadmap and work with engineers and architects to design services/components and own the plan for execution.
  • Own the processes for the team and be responsible for driving the high-quality engineering culture within the team.
  • In addition, work with stakeholders such as the UI team, Design team, L1/L2 Support team and customer-facing teams such as Customer Success team and Customer Onboarding teams.

Qualifications:

  • Bachelor's Degree in Computer Science with 14+ years of experience in building large-scale products.
  • Experience of working in a SaaS environment.
  • Experience of directly managing a team of at least 8-15 members.
  • Good technical experience, curiosity, and an ambition to grow.
  • Experience with startup cultures in the past and has shown growth.
  • Expertise in Java and Spring or other relevant frameworks. Knowledge in Container Management tools (docker-swarm, Kubernetes) is a plus.
  • Ability to perform well in a fast-paced environment.
  • Good knowledge in at least one of the sql or no-sql databases: Postgres, mongodb, cassandra, redis.
  • Good knowledge in queue (rabbitmq, kafka, etc), cache (ehcache, memcache) Strong knowledge of design patterns.


About the Team:


The Real-Time team consists of sharp engineers ranging from 1-9 years of experience, with some engineers having spent over 2 years with us & seen the company and systems evolve to where we are now. Love for a fast-paced working environment along with a focus on quality and healthy competition has been a distinct quality of our engineers.


If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Voice AI, we encourage you to apply. For more information, visit .