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Poly AIPA

Engineering Manager (must be based in NY)

PolyAI develops AI-powered voice assistants for enterprises to automate customer service, enabling natural, human-like interactions to resolve inquiries and improve operational efficiency.

Poly AI

Employee count: 201-500

Salary: 150k-200k USD

United States only

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

As part of the project team in New York, you will take a lead role in developing real-world systems for our customers that take 1000s of calls every single day. 
You will work closely with Project Managers, Software Engineers and Dialogue Designers to build out and maintain highly specialised software that delights our clients and their customers.
As an Engineering Manager, you will be responsible for managing projects to ensure the proposed plan abides by the timeline, team capacity, budget, and scope.
This role involves both technical expertise, project management, and people management skills.


Requirements:
  • BS degree in Engineering / Science or a related technical field involving coding, or equivalent industry experience.
  • Experience with agile project management, such as scrum, kanban, post-mortems etc.
  • 2+ years software engineering manager experience.
  • Experience with algorithms, data structures, complexity analysis, and software design.
  • Experience with one or more programming languages such as Python or Go.
  • Working proficiency in verbal and written English.
  • Exceptional communication and interpersonal skills

Preferred Requirements:

  • 2+ years of experience as an Engineering Manager, preferably in a related industry.
  • Knowledge of REST APIs and associated technologies such as OAuth2.0
  • Willing to get hands-on solving problems to help the team and project move forward.
  • A proactive collaborator with experience in interacting with different teams of varying complexity.
  • Experience / Knowledge of deployment AI products or solutions at scale.
  • Knowledge of telephony protocols such as SIP, or knowledge of associated networking protocols like TLS
  • Understanding of the software deployment cycle, including local deployments, testing, code reviews etc.
  • Experience with Go programming language
  • Right to work/permission to work in the United States
Main Responsibilities:
  • Lead, mentor, and develop a high-performing engineering team focused on delivering voice AI solutions.
  • Foster a culture of collaboration, innovation, and continuous improvement within the engineering department.
  • Set clear objectives, monitor performance, and provide constructive feedback to drive professional growth.
  • Encourage technical excellence by promoting best practices, knowledge sharing, and cutting-edge AI methodologies.
  • Establish and maintain engineering processes and standards to ensure consistent, high-quality results across all projects.
  • Provide hands-on technical leadership, guiding engineers through complex AI challenges, from model development to system integration.

We provide a competitive salary range for this role - which is $150,000 - $200,000 - depending on level and experience. Please note this range is intended as a guide, not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.

In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company’s long-term success.


Benefits

💰 Participation in the company’s employee share options plan

🏥 100% of Single Cost (employee) and 70% of Dependent for medical, dental vision

👪 Life Insurance

◻️ STD and LTD

💰 The opportunity to contribute to the company's 401k plan

🏝 Flexible PTO policy + 11 designated company holidays

📚 Annual learning and development allowance

🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!

🧡 Enhanced parental leave

👨‍👩‍👧 Company-funded fertility and family-forming programmes

🌸 Menopause care programme with Maven


At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

Our core values are:

:only-the-best:Only the bestWe expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.

:ownership:OwnershipWe care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.

:relentlessly-improve:Relentlessly improveWe demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.

:bias-for-action:Bias for actionOur world moves quickly and so do we. We take calculated risks and we deliver impact fast.

:disagree-and-commit:

Disagree and commit

We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.

:build-for-people:

Build for people

We are hyper-focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.


PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.


Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.

About the job

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Posted on

Job type

Full Time

Experience level

Manager

Salary

Salary: 150k-200k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Poly AI

Learn more about Poly AI and their company culture.

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PolyAI is on a mission to empower companies to be the best version of themselves for their customers. Many businesses struggle with high call volumes in their contact centers, leading to long wait times and frustrated customers. This can negatively impact customer satisfaction and strain resources. PolyAI addresses this challenge by providing enterprise-ready voice assistants that can handle a significant portion of customer interactions, freeing up human agents to focus on more complex issues. Our customers face the need to deliver exceptional service consistently, and our AI-powered voice assistants help them achieve this by being available 24/7 and resolving inquiries efficiently. We understand that customers will always call, which is why we are voice-first, unlike many competitors who have focused on chat solutions. Everything we do, from product development to research, is centered on helping call centers deliver a best-in-class voice experience. Our technology is designed to understand natural language, regardless of accent or background noise, allowing for human-like conversations that feel natural and engaging. This focus on voice ensures that businesses can meet their customers where they are, providing support through their preferred channel.

Our clients, which include major corporations like FedEx, Marriott International, and Caesars Entertainment, benefit from our advanced conversational AI that can authenticate calls, complete transactions, answer questions, take reservations, and route calls effectively. This capability allows them to resolve up to 50% of customer service calls without human intervention, leading to reduced operational costs and improved efficiency. For instance, one of our clients in the hospitality sector saw their voice assistant handle 12,000 calls in a month, booking 3,000 reservations and generating significant revenue. By automating routine tasks, we help businesses reduce staffing pressures and improve employee satisfaction, as agents can dedicate their time to more meaningful and complex customer interactions. PolyAI's platform is built on a proprietary suite of technologies, including advanced natural language processing (NLP) and automatic speech recognition (ASR), pre-trained on billions of customer interactions. This means companies don't have to create custom AI training datasets, and our voice assistants can be deployed relatively quickly, typically within six weeks. We are committed to revolutionizing human-machine communication by teaching machines to understand natural language and hold human-level conversations, ultimately helping businesses enhance their customer experiences and build stronger customer relationships.

Employee benefits

Learn about the employee benefits and perks provided at Poly AI.

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Regular team socials

PolyAI offers regular team socials.

Flexible working-from-home policy

PolyAI has a flexible working-from-home policy.

Holiday time off

PolyAI provides holiday time off for eligible associates.

Company pension scheme

PolyAI provides eligible associates with a company pension scheme.

View Poly AI's employee benefits
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Poly AI hiring Engineering Manager (must be based in NY) • Remote (Work from Home) | Himalayas