Engineering Manager; AI Agents Team

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Build Amazing. Deliver Amazing. Live Amazing. Be Amazing. Nextiva is seeking a hands on, experienced, and visionary Engineering Manager to lead our AI Agents team within the Data & Intelligence Platform group. You will be responsible for leading a team that develops intelligent, multimodal AI agents (voice and chatbots) as part of Nextiva’s next-generation customer experience platform. You will apply expertise in machine learning and software engineering to build AI-driven features that transform how businesses engage with customers.

This position offers the opportunity to work at the forefront of generative AI and multimodal interactions, creating scalable AI solutions that blend automation with the human touch to deliver exceptional customer experiences.

Success in this role will be measured by your ability to deliver AI features that measurably improve customer experiences (e.g., higher self-service resolution rates, faster response times, improved user satisfaction) while maintaining high software quality and ethical AI standards. You will help Nextiva achieve a balanced integration of AI and human interaction, directly contributing to our CX-first vision.

• Team Leadership & Development:
  Lead, mentor, and grow a team of AI Software Engineers. Foster a culture of innovation, collaboration, and continuous learning. Provide technical guidance and career development support.
• Technical Oversight:
  Oversee the design, development, and deployment of AI agents for Nextiva’s products that understand and respond to customers in multiple formats (e.g., spoken voice, written text). Ensure delivery of high-quality, scalable, and reliable features. Guide the integration of NLP, speech recognition, and large language models into production systems.
• AI Model Integration:
  Integrate large language models and other AI/ML components into the Agentic AI Platform to enable capabilities such as question answering, task automation, sentiment analysis, and recommendations. Ensure that AI models and solutions perform effectively in real-world environments and at scale.
• Multimodal Interaction Systems:
  Build and integrate components for multimodal interactions, including speech-to-text, text-to-speech, and dialog management systems.
• Performance Optimization:
  Optimize AI algorithms and agent frameworks for performance, scalability, and reliability. Use data-driven methods to tune model accuracy and response times.
• Quality, Ethics & Compliance:
  Implement robust testing (unit, integration, end-to-end) for AI features to ensure reliability and correctness. Incorporate ethical AI practices, ensuring AI agent behavior is unbiased and compliant with privacy and security regulations.
• Cross-Functional Collaboration:
  
  Partner and collaborate across the product organization to define the roadmap for AI agent capabilities. Translate business goals into technical strategies and execution plans.
• Innovation & Thought Leadership:
  Stay current with advancements in AI, machine learning, and multimodal interaction systems. Drive innovation by evaluating and adopting emerging technologies.

• Education & Experience:
  
  Bachelor’s degree in computer science, Software Engineering, or a related field (required). A Master’s degree in AI, Machine Learning, or a related discipline is strongly preferred. Equivalent practical experience in AI/ML development will also be considered.
• Experience:
  
  8 years of software…