Manager, Contact Center

Manager - Machine Learning

A leader in Contact Center AI, we transform customer experiences and improve agent performance by analyzing 100% of customer interactions, extracting actionable insights, and streamlining workflows.

Our Technology

We transcribe every interaction with high accuracy and coach agents while gaining full visibility into our customer service operations. Our platform brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

About Us

We're led with action and innovation, a people-first mindset, and a culture of transparency. Backed by top investors, our headquarters is in San Francisco with an office in Bangalore, India.

Role Overview

As an ML Manager, you'll manage project goals, contribute to product strategy, and help develop your team. You'll lead technical expertise and provide leadership to major projects, managing a team of engineers who work across various areas such as data engineering, reporting, analytics, infrastructure, and more.

Your Day-to-Day

You'll be responsible for educating yourself and the team on best practices in building and operating enterprise-grade software. You'll meet regularly with individuals to discuss performance and development, providing feedback and coaching. You'll also actively participate in building our technical brand and have proven ability to take technology from ideation to large-scale production deployment.

Requirements

• Proven ability to lead teams and people management
• 8+ years of experience in building technology
• Strong stakeholder management skills with experience working with Product Managers, Customer Success teams, and external vendors
• Languages expansion for conversational AI is a plus