Provide technical leadership and architectural direction across AI Self-Service, with a strong focus on voice bot migration
Lead the transition from legacy IVR to an AI-enabled voice platform, ensuring stability, scalability, and cost efficiency
Design low-latency, highly available conversational systems suitable for high-volume voice interactions
Drive enterprise-aligned architecture decisions, respecting service domain boundaries and integration patterns
Advance agentic orchestration and generative AI capabilities within chat and voice experiences
Uplift engineering practices across squads — including CI/CD, DevSecOps, testing, observability, and reliability
Embed security, risk, and compliance considerations into conversational and AI system design
Mentor engineers and influence technical strategy across crews without formal authority

Hands-on experience designing and building AI agents and agentic systems — including agent loops, Retrieval-Augmented Generation (RAG), tool/function calling, and orchestration workflows in production environments
Proven experience delivering large-scale, distributed systems in complex or regulated environments
Strong backend engineering experience (with full-stack exposure advantageous)
Experience building and operating microservices in cloud-native environments
A deep appreciation for performance and latency considerations — particularly in real-time or voice-based systems
Experience modernising legacy platforms while balancing delivery risk and operational stability
The ability to operate across multiple squads and influence technical outcomes at crew level
Strong enterprise architecture awareness, including domain boundaries and integration complexity

Principal Software Engineer – AI Self Service

Key skills