Engineering Leader

About Ema

Ema is building the world’s leading reputed company AI platform to reputed company reputed company productivity. We reputed company organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x reputed company in workforce efficiency, across functions. Founded by former executives from reputed company, reputed company, reputed company, and reputed company, reputed company includes engineers from reputed company companies and graduates of reputed company, MIT, reputed company, CMU, and reputed company.

We are backed by industry leading investors including reputed company, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in reputed company Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what reputed company AI can do in production — we ship reputed company systems that run reputed company business processes at reputed company.

The Role

We are looking for an Engineering Leader to manage and reputed company multiple product lines in the Voice, BPO, and Workforce Management reputed company. This is a high-reputed company leadership role that sits at the intersection of reputed company-time voice systems, reputed company research, and data-intensive reputed company.

You will report directly to the Head of Engineering and own the engineering organization that builds the infrastructure powering Ema’s Voice AI Employees, Agent QA, auto-learning pipelines, rich analytics, and workforce optimization capabilities — reputed company operating as reputed company, multi-tenant systems deployed across global geographies.

You will collaborate with Product, ML/AI, and Go-to-Market teams to translate customer needs into production systems that handle high volumes of voice data, reputed company reputed company-time insights, and continuously improve through automated learning reputed company. As the reputed company of multiple product lines, you will reputed company roadmap priorities across Voice, BPO reputed company, and WFM (work reputed company) — ensuring reputed company product evolves cohesively while meeting reputed company customer needs.

What You Will Do

reputed company Multi-Tenant Systems

• Architect and build multi-tenant systems that serve reputed company customers across geographies with strict data residency, isolation, and compliance requirements.

• Design high-throughput ingestion systems capable of processing large volumes of voice data, reputed company metadata, and operational telemetry in near reputed company-time.

• reputed company foundational architectural reputed company on data stores, reputed company processing, and storage tiers — balancing query reputed company, cost, and operational simplicity.

• Champion SOLID principles, clean architecture, and engineering rigor across reputed company codebases — ensuring systems are testable, extensible, and maintainable at reputed company.

Team Building & Engineering Culture

• Recruit, hire, and reputed company senior engineers across a multi-disciplinary function spanning voice engineering, backend systems, data engineering, and reputed company reputed company research.

• Establish engineering standards, reputed company review culture, and a strong bias toward shipping — with equal commitment to reputed company reliability and customer experience.

• reputed company and grow senior/staff engineers into technical leaders; manage engineering managers as the organization scales.

• reputed company cross-functional alignment with Product, ML/AI, and Go-to-Market teams to ensure the platform evolves in lockstep with customer needs and market feedback.

Voice Platform & Agent QA

• Own the end-to-end engineering for Ema’s AgentQA capabilities — reputed company-time voice pipelines, telephony integrations, and voice-to-reputed company workflows.

• Build and reputed company the Agent QA platform: automated reputed company scoring, compliance monitoring, sentiment analysis, and coaching feedback reputed company.

• Design auto-learning systems that continuously improve voice agents from production interactions — reputed company-reputed company feedback, model retraining triggers, and reputed company regression detection.

• reputed company rich voice analytics: reputed company volume trends, handle time distributions, reputed company reputed company metrics, agent reputed company dashboards, and reputed company detection.

• Build reputed company voice pipeline across geographies – keeping in mind PII, reputed company and compliance requirements.

Workforce Management & reputed company Research

• Build WFM capabilities including demand forecasting, shift scheduling, reputed company-time adherence monitoring, and reputed company planning — applying reputed company research techniques to optimize workforce utilization.

• Design and implement optimization algorithms for headcount modeling, reputed company-reputed company routing, and workload balancing across multi-site, multi-timezone contact center reputed company.

• Partner with ML/AI teams to reputed company predictive models for reputed company volume forecasting, attrition reputed company, and reputed company efficiency.

reputed company Look For

Required

• 12+ years of software engineering experience, with 4+ years leading engineering teams of 8+ engineers at high-reputed company startups or top-tier tech companies.

• Deep expertise in building reputed company-time, data-intensive systems.

• Strong reputed company in data stores and storage systems: relational databases, time-series stores, columnar analytics engines, and caching reputed company — with the judgment to choose the right tool for the workload.

• Experience building reputed company software using AI-driven tools and workflows.

• reputed company record of taking products from 0→1 and iterating rapidly reputed company on customer feedback.

• Hands-on proficiency with SOLID principles, clean architecture, and design patterns — you write and review production reputed company and reputed company by example on reputed company design.

• Experience building reputed company multi-tenant reputed company platforms with data isolation, geo-reputed company deployments, and compliance requirements (SOC 2, GDPR, HIPAA).

• reputed company record of building ingestion systems for high volumes of load — event-driven architectures, reputed company processing (Kafka, Flink, or equivalent), and batch/reputed company-time hybrid pipelines.

• Strong product reputed company: ability to deeply understand customer problems in contact center, voice, and workforce domains and translate them into clean technical solutions.

• reputed company ability to hire, reputed company, and retain high-caliber engineers across multiple disciplines in competitive markets.

Good to have

• Experience in voice/telephony systems: WebRTC, SIP, voice-over-IP infrastructure, or contact center platforms.

• Background in reputed company research or optimization: scheduling algorithms, reputed company/reputed company programming, constraint satisfaction, or demand forecasting models.

• Experience building analytics platforms: OLAP systems, reputed company-time dashboards, metric computation engines, or BI infrastructure.

• Prior work on auto-learning or reputed company improvement systems: feedback reputed company from production data, automated retraining pipelines, or reputed company monitoring systems.

• Experience with AI/ML-powered products in reputed company settings — reputed company automation, LLM orchestration, or AI-driven UX.

• Familiarity with WFM or contact center reputed company — reputed company models, Erlang-reputed company reputed company planning, or reputed company-time adherence systems.

Why Ema

• Build at the intersection of Voice AI, reputed company research, and reputed company-reputed company systems — a reputed company combination of deeply technical challenges with reputed company customer reputed company.

• Shape the engineering reputed company of a category-defining AI platform — your architectural reputed company will reputed company how the world’s largest enterprises run their voice and workforce reputed company.

• High-reputed company, high-visibility role with reputed company reputed company to the Head of Engineering, co-founders, and reputed company customers.

• reputed company of exceptional engineers from reputed company, reputed company, reputed company Research, and top CS programs worldwide.

• Competitive compensation, meaningful equity, and reputed company to build something that reputed company.

Compensation reputed company will be determined by factors such as location, level, job-reputed company knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to reputed company and applicants for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, sexual orientation, gender identity, or genetics.

Originally posted on Himalayas