The Role The Voice AI Technical Lead is the senior engineering voice on our Voice AI programme – hands-on, opinionated, and deep in the code. You’ll lead the engineering team that builds our voice agents, set the technical direction for how we build them, and raise the bar on engineering craft so the team can size features accurately and ship them faster. You’ll write code, review code, prototype new capabilities, and establish the patterns, frameworks and best practice that every future voice journey is built on. This is a role for a senior engineer who wants to lead from the front, not from a slide deck.. Your responsibilities: Lead the Voice AI engineering team as a hands-on technical lead. Setting direction, reviewing designs and code, pairing with engineers, and writing production code yourself. Drive accurate sizing and estimation by establishing the engineering building blocks, reference implementations and reusable components that let the team break new features down into well-understood units of work. Raise the engineering bar across the team – introduce and enforce best practice for prompt engineering, evals, regression testing, latency budgeting, observability, CI/CD and release management for LLM-driven systems – through code review, pairing, internal guilds, brown-bags and written playbooks. Build the evaluation and test harness that every voice agent is measured against – automated scenario coverage, regression suites, latency and load testing, live call replay – so we know objectively whether each release is better than the last. Integrate voice agents cleanly with our contact-centre platform, CRM, billing, knowledge and identity systems, and design the handoff patterns that let us escalate to a human agent with full context. Partner with Data Security, InfoSec and our governance forums to streamline the engineering path to production – resolving incident runbooks, ownership models and PEN test blockers – and shorten our cycle time for every future release. Confirm and communicate the capability ceiling of our current stack, identify where different tooling is needed, and feed this back into the roadmap so we scope future packages based on engineering reality. Your Profile Essential skills/knowledge/experience: 15 years of domain experience and 5-6 years Voice AI / IVA / voice Proven track record of delivering Voice AI / IVA / voice bot solutions into production at meaningful scale – not PoCs or demos, but real services handling real customer calls. Strong hands-on technical background, comfortable reviewing architectures, reading code, challenging latency budgets and prototyping when needed. Direct experience with LLM-based voice platforms such as Amazon Nova Sonic, ElevenLabs, OpenAI Realtime, Google Gemini Live or equivalents, and a clear view on the tradeoffs between them.
Experience integrating conversational AI with contact-centre infrastructure – IVR, CTI, telephony, CRM, billing and knowledge systems – and delivering clean, context-aware handoffs to human agents.
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