Senior Engineering Manager Voice AI
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Job Location:
San Francisco, CA - USA
Yearly Salary:
$ 183000 - 215000
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
About Gladly:
Uniquely powered by Customer AI Gladly is the only CX platform that puts the customer not tickets at the center of every conversation. Trusted by the worlds most customer-centric brands including Crate & Barrel Ulta Beauty and Tumi Gladly delivers radically efficient and radically personal was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly every conversation feels uniquely tailored and instantly responsive emotionally intelligent and operationally precise deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI uniquely designed to maintain a single continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at.
Were a remote-first company that values flexibility curiosity and collaboration. If youre excited about using AI to solve real problems for real people Gladly offers a unique environment where advances in AI connect directly to products driving customer impact.
About the AI Voice Team
Our mission is to deliver natural responsive and reliable AI-powered voice conversations that match or exceed human agent quality through the right inference infrastructure latency optimization and telephony platform.
This team builds thevoice intelligence layer of the platform: real-time response generation inference orchestration and voice system integrations. Were solving the hardest user experience problems in conversational AI making sub-second LLM responses sound natural keeping conversations flowing during inference latency and ensuring every AI response is accurate and safe.
Why This Role Is Special
This is not just another AI job.
As the Engineering Manager for AI Voice youll lead the team that makesAI phone conversations feel human. Youll architect systems that hide LLM latency leverage inference providers for reliability and speed and build closed-loop feedback systems to make AI responses trustworthy.
Were not chasing hype were building aproduction-grade voice AI platform handling real customer service calls. This is your chance to have a huge technical and product impact shaping how AI speaks to millions of customers at scale.
What Youll Do
- Lead a product team building the voice AI stack: real-time inference latency management continuous quality monitoring and performance tracking.
- Collaborate closely with Product Design AI Core and AI Research teams to define what great AI voice experience means from first greeting to complex issue resolution.
- Drive innovation stay on the cutting edge of low-latency LLMs voice-optimized models and real-time AI architectures.
- Develop and implement engineering processes and best practices.
- Take ownership of projects throughout their full cycle including inception planning execution testing and maintenance.
- Mentor engineers and foster a culture of quality obsession AI advancement latency minimization reliability and thoughtful system design.
What You Bring
- Engineering leadership experience: 5 years leading teams delivering real-time latency-sensitive systems at scale.
- Previous experience as a top performing software engineer at an AI or SaaS start-up.
- LLM infrastructure knowledge: Experience with inference providers model orchestration and managing AI backends in production.
- Technical depth: Strong foundation in backend systems streaming architectures and low-latency design patterns.
- Telephony platform knowledge: Experience working with Twilio and WebRTC.
- Bias for action: Proven ability to take ambiguous early-stage ideas to production.
- Experience ensuring that all of your engineers with variable backgrounds seniority and understanding of the domain advance in their career development.
- Collaborative leadership: Excellent communication skills you mentor engineers and bridge between AI research infrastructure and product disciplines.
Bonus Points For
- Hands-on experience with low-latency inference providers or optimizing LLM response times.
- Voice or conversational AI expertise: latency hiding utterance acknowledgement barge-in handling and natural conversation flow.
- Familiarity with observability tools (DataDog LangSmith) for monitoring real-time AI performance.
- Experience with provider fallback patterns and resilient architectures.
- Open-source contributions public talks or thought leadership in voice AI or real-time systems.
Compensation:
$183000 to $215000 annual salary equity benefits
For cash compensation we set standard ranges for all U.S.-based roles based on function level and geographic location benchmarked against similar stage growth order to be compliant with local legislation as well as to provide greater transparency to candidates we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise and may vary from the amounts listed above.
Why Join Gladly
At Gladly were not just building softwarewere transforming an industry. We take a people-first approach both in our product and our culture. When you join us youll enjoy:
- Competitive salaries stock options and comprehensive benefits
- Generous paid time off parental leave and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customer-first mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Required Experience:
Manager
Key Skills
- Data Center Experience
- ArcGIS
- Cloud Infrastructure
- Construction Estimating
- Go
- Mathcad
- React
- Redux
- AWS
- Software Development
- Auto Estimating
- Distributed Systems
About Company
Gladly is the only AI customer service platform built around people, not tickets, helping B2C brands save costs, grow revenue, and drive loyalty.
