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Engineering Leader

Ema· Engineering
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India - BengaluruFull-timePosted 11mo ago

About the role

Engineering Leader to manage and scale multiple product lines in Voice, BPO, and Workforce Management. Leads multi-tenant, data-intensive systems and collaborates with Product, ML/AI, and GTM teams to translate customer needs into production systems.

Responsibilities

  • Architect and build multi-tenant systems that serve enterprise customers across geographies with strict data residency, isolation, and compliance requirements.
  • Design high-throughput ingestion systems capable of processing large volumes of voice data, call metadata, and operational telemetry in near real-time.
  • Make foundational architectural decisions on data stores, stream processing, and storage tiers — balancing query performance, cost, and operational simplicity.
  • Champion SOLID principles, clean architecture, and engineering rigor across all codebases — ensuring systems are testable, extensible, and maintainable at scale.
  • Recruit, hire, and develop senior engineers across a multi-disciplinary function spanning voice engineering, backend systems, data engineering, and applied operations research.
  • Establish engineering standards, code review culture, and a strong bias toward shipping — with equal commitment to system reliability and customer experience.
  • Coach and grow senior/staff engineers into technical leaders; manage engineering managers as the organization scales.
  • Drive cross-functional alignment with Product, ML/AI, and Go-to-Market teams to ensure the platform evolves with customer needs and market feedback.
  • Own the end-to-end engineering for AgentQA capabilities — real-time voice pipelines, telephony integrations, and voice-to-action workflows.
  • Build and scale the Agent QA platform: automated call scoring, compliance monitoring, sentiment analysis, and coaching feedback loops.
  • Design auto-learning systems that continuously improve voice agents from production interactions — closed-loop feedback, model retraining triggers, and quality regression detection.
  • Deliver rich voice analytics: call volume trends, handle time distributions, first-call resolution metrics, agent performance dashboards, and anomaly detection.
  • Build scalable voice pipeline across geographies with attention to PII, security and compliance requirements.
  • Build WFM capabilities including demand forecasting, shift scheduling, real-time adherence monitoring, and capacity planning — applying operations research techniques to optimize workforce utilization.
  • Design and implement optimization algorithms for headcount modeling, skill-based routing, and workload balancing across multi-site, multi-timezone contact center operations.
  • Partner with ML/AI teams to integrate predictive models for call volume forecasting, attrition risk, and staffing efficiency.

Qualifications

  • 12+ years of software engineering experience, with 4+ years leading engineering teams of 8+ engineers at high-growth startups or top-tier tech companies.
  • Deep expertise in building real-time, data-intensive systems.
  • Strong foundation in data stores and storage systems: relational databases, time-series stores, columnar analytics engines, and caching layers.
  • Experience building quality software using AI-driven tools and workflows.
  • Track record of taking products from 0→1 and iterating rapidly based on customer feedback.
  • Hands-on proficiency with SOLID principles, clean architecture, and design patterns — you write and review production code and lead by example on system design.
  • Experience building scalable multi-tenant SaaS platforms with data isolation, geo-distributed deployments, and compliance requirements (SOC 2, GDPR, HIPAA).
  • Track record of building ingestion systems for high volumes of load — event-driven architectures, stream processing (Kafka, Flink, or equivalent), and batch/real-time hybrid pipelines.
  • Strong product sense: ability to deeply understand customer problems in contact center, voice, and workforce domains and translate them into clean technical solutions.
  • Proven ability to hire, develop, and retain high-caliber engineers across multiple disciplines in competitive markets.

Skills

Required:Real-time, data-intensive systemsMulti-tenant SaaS architectureData stores and storage systemsIngestion and stream processingSOLID principles and clean architectureLeadership and people management

Benefits

  • Competitive compensation, meaningful equity, and the opportunity to build something that matters.
Last updated Oct 8, 2026. Interested? Apply on the company site.
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