# Engineering Leader

**Company:** [Ema](https://hotfix.jobs/companies/ema)
**Location:** Remote
**Role:** Engineering Management
**Experience:** 12+ years
**Skills:** Real-Time Systems, Multi-Tenant Saas, Relational Databases, Time-Series Databases, Columnar Analytics, Caching, Kafka, Flink, Stream Processing, Webrtc, Sip, Operations Research, Optimization Algorithms, Llm Orchestration, Olap
**Posted:** 2026-04-30

> Leads multiple engineering teams and product lines spanning voice AI, Agent QA, data-intensive platforms, and workforce management. The role requires 12+ years of software engineering experience, substantial people leadership, and expertise in scalable real-time systems, multi-tenant SaaS, and data infrastructure.

## Job Description

## Responsibilities

### Scalable Multi-Tenant Systems
- Architect and build multi-tenant systems serving enterprise customers across geographies with strict data residency, isolation, and compliance requirements.
- Design high-throughput ingestion systems for large volumes of voice data, call metadata, and operational telemetry in near real time.
- Make architectural decisions about data stores, stream processing, and storage tiers, balancing query performance, cost, and operational simplicity.
- Champion SOLID principles, clean architecture, and engineering rigor across codebases.

### Team Building and Engineering Culture
- Recruit, hire, and develop senior engineers across voice engineering, backend systems, data engineering, and applied operations research.
- Establish engineering standards, code review culture, and a strong bias toward shipping while maintaining system reliability and customer experience.
- Coach senior and staff engineers into technical leaders and manage engineering managers as the organization scales.
- Drive cross-functional alignment with Product, ML/AI, and Go-to-Market teams.

### Voice Platform and Agent QA
- Own end-to-end engineering for Agent QA capabilities, including real-time voice pipelines, telephony integrations, and voice-to-action workflows.
- Build and scale automated call scoring, compliance monitoring, sentiment analysis, and coaching feedback loops.
- Design auto-learning systems with closed-loop feedback, model retraining triggers, and quality regression detection.
- Deliver voice analytics including call-volume trends, handle-time distributions, first-call resolution metrics, agent-performance dashboards, and anomaly detection.
- Build scalable voice pipelines across geographies while addressing PII, security, and compliance requirements.

### Workforce Management and Operations Research
- Build workforce-management capabilities including demand forecasting, shift scheduling, real-time adherence monitoring, and capacity planning.
- Design optimization algorithms for headcount modeling, skill-based routing, and workload balancing across multi-site, multi-time-zone 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, including 4+ years leading engineering teams of 8+ engineers at high-growth startups or top-tier technology companies.
- Deep expertise building real-time, data-intensive systems.
- Strong foundation in relational databases, time-series stores, columnar analytics engines, and caching layers.
- Experience building quality software using AI-driven tools and workflows.
- Track record taking products from 0 to 1 and iterating rapidly based on customer feedback.
- Hands-on proficiency with SOLID principles, clean architecture, and design patterns.
- Experience building scalable, multi-tenant SaaS platforms with data isolation, geo-distributed deployments, and compliance requirements such as SOC 2, GDPR, and HIPAA.
- Experience building high-volume ingestion systems using event-driven architectures, stream processing, and hybrid batch/real-time pipelines.
- Strong product sense and ability to translate contact-center, voice, and workforce-domain problems into technical solutions.
- Proven ability to hire, develop, and retain high-caliber engineers across multiple disciplines.

## Nice-to-Haves
- Voice or telephony systems experience, including WebRTC, SIP, VoIP infrastructure, or contact-center platforms.
- Operations research or optimization experience, including scheduling algorithms, linear or integer programming, constraint satisfaction, or demand forecasting models.
- Experience building analytics platforms, OLAP systems, real-time dashboards, metric computation engines, or BI infrastructure.
- Experience with auto-learning or continuous-improvement systems, automated retraining pipelines, or quality-monitoring systems.
- Experience with AI/ML-powered enterprise products, agentic automation, LLM orchestration, or AI-driven UX.
- Familiarity with workforce management or contact-center operations, including staffing models, Erlang-based capacity planning, or real-time adherence systems.

## Compensation and Benefits
- Competitive compensation, meaningful equity, and benefits.
- Compensation is determined by location, level, job-related knowledge, skills, and experience.
- Certain roles may be eligible for variable compensation, equity, and benefits.

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