Engineering Manager, AI Agents — Multimodal CX Leader

Redefine the future of customer experiences. One conversation at a time.At Nextiva were reimagining how businesses connect bringing together customer experience and team collaboration on a single conversation centric platform. Powered by AI driven by human innovation.Our culture is forward thinking customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether its through our signature Amazing Service the technology we create or the experiences we cultivate connection is at the core of who we are.If youre ready to collaborate with incredible people make an impact and help businesses everywhere deliver truly amazing experiences this is where you belong.Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.Nextiva is seeking a hands on experienced and visionary Engineering Manager to lead our AI Agents team within the Data & Intelligence Platform group. You will be responsible for leading a team that develops intelligent multimodal AI agents (voice and chatbots) as part of Nextivas next-generation customer experience platform. You will apply expertise in machine learning and software engineering to build AI-driven features that transform how businesses engage with customers. This position offers the opportunity to work at the forefront of generative AI and multimodal interactions creating scalable AI solutions that blend automation with the human touch to deliver exceptional customer experiences.Success in this role will be measured by your ability to deliver AI features that measurably improve customer experiences (e.g. higher self-service resolution rates faster response times improved user satisfaction) while maintaining high software quality and ethical AI standards. You will help Nextiva achieve a balanced integration of AI and human interaction directly contributing to our CX-first vision.Key ResponsibilitiesTeam Leadership & Development : Lead mentor and grow a team of AI Software Engineers. Foster a culture of innovation collaboration and continuous learning. Provide technical guidance and career development support.Technical Oversight : Oversee the design development and deployment of AI agents for Nextivas products that understand and respond to customers in multiple formats (e.g. spoken voice written text). E nsur e delivery of high-quality scalable and reliable features. Guide the integration of NLP speech recognition and large language models into production systems.AI Model Integration : Integrate large language models and other AI / ML components into the Agentic AI Platform to enable capabilities such as question answering task automation sentiment analysis and recommendations. Ensure that AI models and solutions perform effectively in real-world environments and at scale.Multimodal Interaction Systems : Build and integrate components for multimodal interactions including speech-to-text text-to-speech and dialog management systems.Performance Optimization : Optimize AI algorithms and agent frameworks for performance scalability and reliability. Use data-driven methods to tune model accuracy and response times.Quality Ethics & Compliance : Implement robust testing (unit integration end-to-end) for AI features to ensure reliability and correctness. Incorporate ethical AI practices ensuring AI agent behavior is unbiased and compliant with privacy and security regulations.Cross-Functional Collaboration : Partner and collaborate across the product organization to define the roadmap for AI agent capabilities. Translate business goals into technical strategies and execution plans.Innovation & Thought Leadershi p : Stay current with advancements in AI machine learning and multimodal interaction systems. Drive innovation by evaluating and adopting emerging technologies.QualificationsEducation & Experience : Bachelors degree in computer science Software Engineering or a related field (required). A Masters degree in AI Machine Learning or a related discipline is strongly preferred. Equivalent practical experience in AI / ML development will also be considered.Experience : 8 years of software development experience including 3 years in a technical leadership or management role. Proven track record in AI / ML product development. Proven experience developing production-grade software (e.g. backend services APIs data pipelines) in a collaborative team environment.AI / ML Expertise : Strong understanding of AI and machine learning fundamentals with hands-on experience in natural language processing (NLP) and / or deep learning. Familiarity with the latest AI advancements (e.g. transformer-based models conversational AI frameworks) and a history of applying AI models to solve real-world problems.Technical Skills : Proficiency in programming languages commonly used for AI development such as Python (with ML libraries like TensorFlow or PyTorch ) and / or a general-purpose language like Java or C# for scalable systems. Experience with machine learning frameworks and libraries for NLP speech or computer vision (e.g. Hugging Face Transformers OpenAI APIs spaCy Kaldi AWS / GCP / Azure AI services) is expected.Multimodal Interaction Knowledge : Experience with speech and language technologies for example integrating speech-to-text (ASR) and text-to-speech (TTS) engines or building chatbots and voice bots for conversational interfaces.Cloud & Scalability : Familiarity with cloud platforms and deploying AI / ML models at scale (AWS Google Cloud or Azure). Experience with microservices architecture and containerization (Docker Kubernetes) for AI services.Leadership Skills : Demonstrated ability to lead high-performing engineering teams. Strong project management communication and stakeholder engagement skills.Nextiva DNA (Core Competencies)Nextivas most successful team members share common traits and behaviors :Drives Results : Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.Critical Thinker : Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.Right Attitude : They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.Total RewardsOur Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and / or hourly wages incentives or bonuses.Health Supplemental health plan available with coverage for prescriptions paramedical expenses dental and visioncareInsurance Company paid life and disability coverageWork-Life Balance Flexible Time Off (FTO) for salaried employees paid holidaysFinancial Security RRSP employee long-term savings plan with company matchWellness Employee Assistance Program and comprehensive wellness initiativesGrowth Access to ongoing learning and development opportunities and career advancementAt Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career#LI-JG1 #LI-REMOTEFounded in 2008 Nextiva has grown into a global leader trusted by over 100000 businesses and 1M users worldwide. Headquartered in Scottsdale Arizona and with teams across the globe were the future of customer experience and team collaboration through our AI-powered conversation-centric platform.Want to see what life at Nextiva is all about Connect with us on Instagram Instagram MX YouTube LinkedIn and the Nextiva Blog .Required Experience :ManagerKey SkillsAnti Money Laundering,Food Safety,Account Management,Logistics Transportation,Filing,BudgetingEmployment Type : Full TimeExperience : yearsVacancy : 1 #J-18808-Ljbffr