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Engineering Manager

Netomi is the first AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a world-class customer experience.

Number of employees

51-200

Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.

Want to have a direct impact in solving the top challenges businesses face today? Join us!

Netomi is seeking a highly analytical and detail-oriented manager to join the Analytics team. As part of the team, you will work with product, engineering, and customer success teams to drive complex data and trend analyses to propose ways to improve and, thereby contributing to improve the experience. You will also be responsible for benchmarking and measuring the performance of various product operations projects, building and publishing detailed scorecards and reports, identifying and driving new opportunities based on customer and business data.

We are looking for a Manager with a passion for using data to discover and solve real-world problems. You will enjoy working with rich data sets, modern business intelligence technology, and the ability to see your insights drive the feature development for our customers. You will also have the opportunity to contribute to the development of policies, processes, and tools to address product quality challenges in collaboration with teams.

Job Responsibilities:

  • Planning, design and execution of SOA backend platforms. Mostly around REST based Web

  • Build frameworks using JAVA (Spark,Spring, ORM)

  • High level and Low level design of the highly scalable components

  • Track defects and works with business owners and users to triage bugs and manage a backlog

  • Taking care of Nonfunctional requirements like Scale/ High Availability/Performance/Security

  • Build/Deployments/DevOps-related work on AWS

  • Works collaboratively in a multi-disciplinary team environment; establishes and maintains professional networks with subject matter experts

  • Be the key technical advisor to define the roadmap of project

  • Lead teams of talented engineers and coach them to their full potential.

  • As you will be managing the analytics team, you are required to manage the dynamics of the requirements, prioritization, and deliveries

  • Give growth charter to the team members and conduct 1-1 / feedback/appraisal

  • Lead by example in software development best practices, agile development, and cross-team collaboration.

  • Bring in and influence engineering optimizations

  • Work with Product Managers and partners to define business roadmaps.

  • Work with architects and fellow engineers to define technical architectures and execution plans.

  • Execute business and technology roadmaps by collaborating with other engineering teams.

  • Be accountable for the outcomes, measured by appropriate metrics

  • Drive product vision and strategy

Requirements:

  • 7+ years’ Experience preferred.B.Tech/M.Tech in Computer Science or related fields.

  • 3+ years of people management experience.

  • 2+ years of recent Frontend Web and back-end development experience.

  • Extensive experience running teams in an agile environment.

  • Deep experience with the full software development life cycle.

  • AWS, Kafka, AWS Kinesis, and MWAA experience desirable

  • Proficient with mainstream backend technologies such as Java, Spring boot, RDBMS, NoSQL

  • Strong experience with AWS cloud technologies.

  • Strong Analytical skills – can ask the right questions, analyze data, concludes by making appropriate assumptions

  • Organization skills – demonstrated ability to work independently to make complex investigations

  • Working experience on asynchronous messaging systems like Kafka.

  • Strong ability in architectural design and discussion.

  • Proven ability to manage multiple, competing for priorities simultaneously.

  • Excellent communication skills to convey technical insights to a non-technical audience 

Good To Have

  • Proficiency in SQL and Advanced Excel (Array and Statistical formulas)

  • Prior data mining, DW / BI experience

  • Knowledge of BI & statistical tools such as Power BI, SQL & ETL DW concepts

  • Automate the report generation process through the use of BI tools and programming techniques: such as SQL, DW concepts

  • Good knowledge of  R, and ML modeling

  • Understanding visualization tools such as PowerBI, Tableau, Datazen, and SSRS is a plus

  • Experience with modern Data warehousing solutions such as AWS Redshift, Snowflake, GCP BigQuery

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

About this role

November 13th, 2022

September 14th, 2022

Full Time

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About Netomi

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Netomi is the first AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a world-class customer experience. We work with global retail, travel & hospitality, telecommunications, finance and insurance companies including WestJet, Nestle and Singtel.

The Netomi platform instantly and autonomously responds to over 50% of a company’s customer service tickets across email, social and chat. We leverage a combination of natural language understanding to accurately respond to tickets with precision and speed. The platform uses deep learning to continuously improve over time.

The Netomi platform easily integrates with core business systems including Order Management Systems, CRM platforms and Inventory Management systems to resolve customer service tickets, not simply respond to incoming queries. The platform also enables predictive and proactive support, leveraging product, customer lifecycle and contextual triggers to anticipate needs and solve customer issues before they happen.

Netomi combines the best of machine and human intelligence. The AI responds to the everyday support tickets, freeing up human agents to manage more complex tasks. Agents are more fulfilled as mundane tasks are eliminated, and customer happiness soars with faster resolutions.

Backed by Index Ventures, Bowery Capital and Y Combinator, Netomi has offices in Silicon Valley, New York and India.

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Tech stack

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Benefits and perks

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Paid parental leave

Paid parental leave

3 months of paid family leave for all parents to support you and your family.

Learning and development budget

Learning and development budget

Learning and development budget per year stipend to grow your skills.

Employee assistance program (EAP)

Employee assistance program (EAP)

We offer an employee assistance program focused on mental health.

Company retreats

Company retreats

Annual company retreats so you can meet everyone in person.

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View all employee benefits
Customer Service
Number of employees

51-200

2015

Puneet Mehta

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