Role overview:
Own end-to-end delivery of a commercial-grade, human-like AI voice calling system. You will lead cross-functional teams across AI, custom SaaS integrations, compliance, and UX to meet the product delivery requirements, with measurable results in audio quality, latency, accuracy, and user satisfaction.
Key outcomes:
- Natural, branded voice experiences using neural TTS with SSML controls, multiple local voices, adaptive speech rate, and barge-in support.
- Conversational intelligence tuned for Australian English with sentiment detection, tone adaptation, small talk, repair strategies, and error recovery.
- Functional business flows for inbound and outbound calls, booking, CRM and case notes, knowledge retrieval, warm handover, and compliant recording with PII redaction.
- System integrations across calendars, CRM, web portal, APIs with strict permissions, and telephony via SIP or cloud carriers with real-time media streaming.
- Compliance and accessibility aligned to the Australian Privacy Act, consent announcements, NDB (Notifiable Data Breaches) readiness, Do Not Call, multilingual support, and clear human handoff.
- Quality control with MOS monitoring, low response latency, STT accuracy reporting, sentiment dashboards, redaction verification, and fallback trigger analytics.
Responsibilities:
- Own the product roadmap across voice, conversations, business features, compliance, integrations, monitoring, and UX.
- Run discovery with ops and stakeholders to map intents, scripts, policies, and warm, professional escalation paths.
- Shape voice quality: set TTS prosody, SSML usage, and audio hygiene (noise suppression, echo cancellation, auto-gain); test local voices and brand fit.
- Lift ASR performance for Australian English; enable barge-in, small-talk handling, repair strategies, and graceful error recovery.
- Ship core flows: inbound and outbound calls, bookings, CRM updates, knowledge retrieval, warm transfers, SMS and email follow-ups, and compliant recording with redaction.
- Lead integrations: calendars, CRM with audit logs, web portal data, secure read-write APIs, SIP or cloud telephony, and real-time media streaming.
- Set governance: Australian Privacy Act and consent announcements, NDB procedures, Do Not Call compliance, accessibility, multilingual support, and smooth human handoff.
- Build and evolve monitoring around latency, STT accuracy, sentiment, redaction, and fallback triggers to drive continuous improvement.
Experience we value:
- You have shipped customer-facing products and can point to your impact.
- Youve worked with voice or real-time systems and are comfortable learning new tools fast.
- Familiar with at least some of the following: TTS, SSML, ASR, barge-in, sentiment or conversation analytics.
- Exposure to telephony or Realtime media such as SIP, Twilio, Amazon Connect, or WebRTC.
- Comfortable designing APIs and secure data flows across systems like calendars, CRMs, web portals, and knowledge bases, with good logging and privacy practices.
- You collaborate well with engineers, designers, and ops, and you use data to guide decisions.
Nice-to-have:
- Experience improving audio quality, latency, or reliability at scale.
- Worked on redaction, compliance, or audit requirements.
- Familiarity with real-time streaming pipelines or event-driven architectures.
- Experience in the NDIS, healthcare, or regulated service environments in Australia.
- Voice persona design, script libraries, and cross-channel tone consistency.
Location and working model:
- Work hours based on geographical location, must be available for periodic meetings across 2 Time zones:
BST: 8AM-4PM (GMT+6)
AEST: 11AM-7PM (GMT+10)
What we offer:
- Employee centered work culture and policies
- Remote/Hybrid work arrangement