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About the Role

We are looking for an Engineering Leader to manage and scale multiple product lines in the Voice, BPO, and Workforce Management space. This is a high-impact leadership role that sits at the intersection of real-time voice systems, operations research, and data-intensive platform engineering. You will report directly to the Head of Engineering and own the engineering organization that builds the infrastructure powering Ema’s Voice AI Employees, Agent QA, auto-learning pipelines, rich analytics, and workforce optimization capabilities.

Responsibilities

Architect and build multi-tenant systems that serve enterprise customers across geographies with strict data residency, isolation, and compliance requirements.
Design high-throughput ingestion systems capable of processing large volumes of voice data, call metadata, and operational telemetry in near real-time.
Make foundational architectural decisions on data stores, stream processing, and storage tiers — balancing query performance, cost, and operational simplicity.
Champion SOLID principles, clean architecture, and engineering rigor across all codebases — ensuring systems are testable, extensible, and maintainable at scale.
Recruit, hire, and develop senior engineers across a multi-disciplinary function spanning voice engineering, backend systems, data engineering, and applied operations research.
Establish engineering standards, code review culture, and a strong bias toward shipping — with equal commitment to system reliability and customer experience.
Coach and grow senior/staff engineers into technical leaders; manage engineering managers as the organization scales.
Drive cross-functional alignment with Product, ML/AI, and Go-to-Market teams to ensure the platform evolves in lockstep with customer needs and market feedback.
Own the end-to-end engineering for Ema’s AgentQA capabilities — real-time voice pipelines, telephony integrations, and voice-to-action workflows.
Build and scale the Agent QA platform: automated call scoring, compliance monitoring, sentiment analysis, and coaching feedback loops.
Design auto-learning systems that continuously improve voice agents from production interactions — closed-loop feedback, model retraining triggers, and quality regression detection.
Deliver rich voice analytics: call volume trends, handle time distributions, first-call resolution metrics, agent performance dashboards, and anomaly detection.
Build scalable voice pipeline across geographies – keeping in mind PII, security and compliance requirements.
Build WFM capabilities including demand forecasting, shift scheduling, real-time adherence monitoring, and capacity planning — applying operations research techniques to optimize workforce utilization.
Design and implement optimization algorithms for headcount modeling, skill-based routing, and workload balancing across multi-site, multi-timezone contact center operations.
Partner with ML/AI teams to integrate predictive models for call volume forecasting, attrition risk, and staffing efficiency.

Requirements

12+ years of software engineering experience, with 4+ years leading engineering teams of 8+ engineers at high-growth startups or top-tier tech companies.
Deep expertise in building real-time, data-intensive systems.
Strong foundation in data stores and storage systems: relational databases, time-series stores, columnar analytics engines, and caching layers — with the judgment to choose the right tool for the workload.
Experience building quality software using AI-driven tools and workflows.
Track record of taking products from 0→1 and iterating rapidly based on customer feedback.
Hands-on proficiency with SOLID principles, clean architecture, and design patterns — you write and review production code and lead by example on system design.
Experience building scalable multi-tenant SaaS platforms with data isolation, geo-distributed deployments, and compliance requirements (SOC 2, GDPR, HIPAA).
Track record of building ingestion systems for high volumes of load — event-driven architectures, stream processing (Kafka, Flink, or equivalent), and batch/real-time hybrid pipelines.
Strong product sense: ability to deeply understand customer problems in contact center, voice, and workforce domains and translate them into clean technical solutions.
Proven ability to hire, develop, and retain high-caliber engineers across multiple disciplines in competitive markets.
Experience in voice/telephony systems: WebRTC, SIP, voice-over-IP infrastructure, or contact center platforms.
Background in operations research or optimization: scheduling algorithms, linear/integer programming, constraint satisfaction, or demand forecasting models.
Experience building analytics platforms: OLAP systems, real-time dashboards, metric computation engines, or BI infrastructure.
Prior work on auto-learning or continuous improvement systems: feedback loops from production data, automated retraining pipelines, or quality monitoring systems.
Experience with AI/ML-powered products in enterprise settings — agentic automation, LLM orchestration, or AI-driven UX.
Familiarity with WFM or contact center operations — staffing models, Erlang-based capacity planning, or real-time adherence systems.

Skills

Voice AI
Operations Research
Data-intensive platform engineering
Real-time voice systems
Scalable multi-tenant systems
Data residency
Data isolation
Compliance
High-throughput ingestion systems
Voice data processing
Stream processing
Data stores
SOLID principles
Clean architecture
Engineering rigor
System testability
System extensibility
System maintainability
Team building
Engineering culture
Senior engineer recruitment
Senior engineer development
Voice engineering
Backend systems
Data engineering
Applied operations research
Engineering standards
Code review
System reliability
Customer experience
Technical leadership
Engineering management
Cross-functional alignment
Product management
ML/AI
Go-to-Market strategy
AgentQA
Real-time voice pipelines
Telephony integrations
Voice-to-action workflows
Automated call scoring
Compliance monitoring
Sentiment analysis
Coaching feedback loops
Auto-learning systems
Production interaction analysis
Closed-loop feedback
Model retraining
Quality regression detection
Voice analytics
Call volume trends
Handle time distributions
First-call resolution metrics
Agent performance dashboards
Anomaly detection
Scalable voice pipeline
PII
Security
Workforce Management (WFM)
Demand forecasting
Shift scheduling
Real-time adherence monitoring
Capacity planning
Workforce utilization optimization
Optimization algorithms
Headcount modeling
Skill-based routing
Workload balancing
Predictive models
Attrition risk
Staffing efficiency
WebRTC
SIP
Voice-over-IP infrastructure
Contact center platforms
Scheduling algorithms
Linear programming
Integer programming
Constraint satisfaction
Demand forecasting models
OLAP systems
Real-time dashboards
Metric computation engines
BI infrastructure
Feedback loops
Automated retraining pipelines
Quality monitoring systems
AI/ML-powered products
Enterprise settings
Agentic automation
LLM orchestration
AI-driven UX
Staffing models
Erlang-based capacity planning
Real-time adherence systems

Location

Silicon Valley
London
Bangalore
Vancouver

Work Type

Full-time

Experience Level

Senior
Lead

Benefits

Meaningful equity
Competitive compensation

About the Company

Ema is building the world’s leading Agentic AI platform to transform enterprise productivity.
We enable organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x gains in workforce efficiency, across functions.
Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs.
We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz.
Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what Agentic AI can do in production — we ship real systems that run real business processes at scale.

Equal Opportunity

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.