Lead the OmniChannel team within Customer Support Management (CSM).
Set technical direction and drive key initiatives (Voice AI, Chat AI, CC Integrations).
Oversee engineering operations, quality, and scalability.
Collaborate across global teams and product counterparties.
Manage end-to-end development and delivery velocity.
Foster innovation while maintaining delivery guarantees.

🎯 Requirements

8+ years in software engineering with AI-native features.
Experience leading technical teams and delivering chat/voice conversations.
Bachelor's in CS/Engineering or equivalent; advanced degrees a plus.
Strong data structures, algorithms, and system design fundamentals.
Experience with agentic instructions, prompts, and evaluation/testing for AI.
Customer-facing, forward-deployed work experience preferred.

🎁 Benefits

Competitive compensation, equity where applicable.
Health plans, 401(k) match, ESPP, and generous leave.
Flexible work personas and global collaboration.

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