Gladly · 3 hours ago
Senior Engineering Manager - Voice AI
United States
Full-time
Remote
Senior Level
$183K/yr - $215K/yr
5+ years expGladly is a customer experience platform powered by Customer AI, focused on delivering personalized and efficient interactions. They are seeking a Senior Engineering Manager for AI Voice to lead the development of a voice AI stack, ensuring high-quality AI-powered conversations and collaborating with various teams to enhance user experience.
Artificial Intelligence (AI)Customer ServiceInformation TechnologySaaSSoftwareTechnical Support
Responsibilities
Lead a product team building the voice AI stack: real-time inference, latency management, continuous quality monitoring and performance tracking
Collaborate closely with Product, Design, AI Core and AI Research teams to define what 'great AI voice experience' means — from first greeting to complex issue resolution
Drive innovation — stay on the cutting edge of low-latency LLMs, voice-optimized models, and real-time AI architectures
Develop and implement engineering processes and best practices
Take ownership of projects throughout their full cycle including inception, planning, execution, testing and maintenance
Mentor engineers and foster a culture of quality obsession, AI advancement, latency minimization, reliability, and thoughtful system design
Qualification
Required
Engineering leadership experience: 5+ years leading teams delivering real-time, latency-sensitive systems at scale
Previous experience as a top performing software engineer at an AI or SaaS start-up
LLM infrastructure knowledge: Experience with inference providers, model orchestration, and managing AI backends in production
Technical depth: Strong foundation in backend systems, streaming architectures, and low-latency design patterns
Telephony platform knowledge: Experience working with Twilio and WebRTC
Bias for action: Proven ability to take ambiguous, early-stage ideas to production
Experience ensuring that all of your engineers with variable backgrounds, seniority and understanding of the domain advance in their career development
Collaborative leadership: Excellent communication skills — you mentor engineers and bridge between AI research, infrastructure, and product disciplines
Preferred
Hands-on experience with low-latency inference providers, or optimizing LLM response times
Voice or conversational AI expertise: latency hiding, utterance acknowledgement, barge-in handling, and natural conversation flow
Familiarity with observability tools (DataDog, LangSmith) for monitoring real-time AI performance
Experience with provider fallback patterns and resilient architectures
Open-source contributions, public talks, or thought leadership in voice AI or real-time systems
Benefits
Competitive salaries, stock options, and comprehensive benefits
Generous paid time off, parental leave, and home office stipends
A fully remote work environment with opportunities for in-person team gatherings
A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
Company
Gladly
SaaS Customer Service AI Platform
Founded in 2015San Francisco, California, USA
51-200 employees
H1B Sponsorship
Gladly has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (1)
2022 (2)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$208MKey Investors
AVPRiverwood CapitalNotable Capital
2024-09-26Series Unknown· $40M
2022-12-14Series Unknown· $55M
2019-01-29Series D· $50M
Leadership Team
Dirk Kessler
Co-Founder
Todd Rakow
Chief Financial Officer
Recent News
Greylock
2025-12-03
2025-12-03
2025-10-24
Company data provided by crunchbase