Senior Software Engineer, Voice

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses' AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and , saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner's personal growth. That's why our values are rooted in driving progress and continuous improvement. If you're ambitious and eager to grow, Ada could be the place for you.

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Everyone at Ada is an "Ada Owner", this refers not just to the fact that you share in the equity, but also the expectation we have of you, and the agency you are given, to influence and shape our technical roadmap. True to our value of "Always Be Improving", we are a team of folks who have the drive to grow themselves, and others around them, resulting in a challenging, but fulfilling environment.  

With AI and LLMs central to our business, staying proficient and evolving alongside advancements in this field is crucial for success. 

As a Senior Software Engineer on our Voice team, you will be working with internal and external stakeholders, product managers, and designers to execute Ada's roadmap to deliver a best-in-class voice experience for our customers. Our team is focused on making it as easy as possible for Ada to be deployed in all the channels where our customers and their end users are having conversations.

• 5+ years of experience as a Software Engineer and proficient with backend technologies (with a strong preference for Python)
• Understanding of databases such as MongoDB, PostgreSQL, ElasticSearch and in-memory stores such as Redis
• Experience with 3rd party LLMs, such as GPT, Azure, Anthropic etc.
• A good understanding and direct experience with CCaaS, SIP, WebRTC, IVR, and Telephony ecosystems, including knowledge of VoIP protocols and contact centre technologies is a benefit.
• Experience deploying code and strong developer operations
• Experience working with public APIs to build reliable third-party integrations
• Collaborative leadership style to help the team grow and deliver high quality code

• Execute on our ambitious product roadmap
• Provide your perspective and ideas to help level up our current development practices
• Review the team's code, provide insightful feedback, foster collaborative community and teach everyone something new
• Ensure that the team is providing the best AI Agent platform experience to our internal developers and external partners
• Participate in an on-call rotation for the services the team owns, triaging and addressing production issues

At Ada, you'll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here's what we offer:

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
  
  

The above Benefits and Perks only apply to full-time, permanent employees.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.