Senior Engineering Manager - Voice AI

Gladly(1 month ago)

RemoteFull TimeManager$183,000 - $215,000Engineering

About this role

Gladly is hiring an Engineering Manager for AI Voice to lead the team that builds the voice intelligence layer of its CX platform, focusing on making AI phone conversations feel human and production-ready. The role centers on architecting low-latency inference infrastructure, integrating telephony systems, and ensuring reliable, high-quality real-time AI responses at scale. This position is part of a remote-first company and will have significant technical and product impact across AI, infrastructure, and product teams.

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Required Skills

Leadership
Inference
Latency Optimization
Monitoring
Performance Tracking
Collaboration
Innovation
Engineering Processes
Project Ownership
Mentoring

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About Gladly

gladly.ai

Gladly is an AI-driven customer service platform that powers radically efficient, radically personal support by treating customers like people — not tickets. It provides a unified, omnichannel service workspace with conversational histories, AI automation and routing, and self‑service/knowledge tools to speed resolution and personalize interactions. Built for retailers and service brands, Gladly focuses on boosting agent productivity, customer satisfaction, and lifetime value through data-driven workflows, analytics, and integrations.