Overview
ibex. is seeking a technically strong and experienced Principal Software Engineer to lead the design, development, integration, and deployment of enterprise-grade AI-powered voice and digital agent solutions for clients.
The role combines deep software engineering expertise, AI agent development, solution architecture, and client-facing technical leadership. The Principal Software Engineer will work closely with clients and cross-functional teams to understand complex business requirements, define technical solutions, guide implementation, and ensure successful delivery of scalable and production-ready AI solutions.
The role also serves as a technical leader for the engineering team, establishing reusable patterns, driving engineering best practices, and mentoring engineers across AI agent development and integrations.
Responsibilities
- Lead the technical design and architecture of AI-powered voice and digital agent solutions for enterprise clients.
- Work directly with clients and business stakeholders to understand complex requirements and translate them into scalable technical solutions.
- Design conversational architectures including agent personas, prompts, conversation journeys, workflows, business rules, tools, and integrations.
- Build and customize AI agents using enterprise AI platforms, while determining where platform capabilities should be extended through custom engineering.
- Design and develop complex integrations using TypeScript/JavaScript, REST APIs, webhooks, SDKs, and JSON-based interfaces.
- Define integration patterns for enterprise systems, authentication, data exchange, backend services, and external APIs.
- Apply advanced prompt engineering, RAG, context design, tool/function calling, and AI agent patterns to solve complex use cases and improve solution quality.
- Lead technical troubleshooting and resolution of complex issues spanning AI platforms, integrations, backend systems, data flows, and production environments.
- Establish technical standards, reusable components, frameworks, and integration patterns that can be leveraged across multiple client implementations.
- Lead technical discussions, architecture reviews, solution walkthroughs, client demos, and technical UAT activities.
- Partner with Product, Engineering, QA, Solutions, and client technical teams throughout the solution lifecycle from discovery through production deployment.
- Review technical implementations and provide guidance to SSEs and other engineers to ensure quality, scalability, maintainability, and adherence to engineering standards.
- Mentor and coach engineers on AI agent development, integrations, debugging, solution design, and engineering best practices.
- Identify technical risks, dependencies, and scalability concerns early and drive appropriate mitigation strategies.
- Evaluate new AI capabilities, platform features, SDKs, and integration approaches and determine their applicability to client solutions.
- Drive continuous improvement in solution delivery by identifying opportunities for automation, standardization, and reuse.
Qualifications
- Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field.
- 5–7 years of experience in software engineering, backend development, technical solution delivery, or related engineering roles.
- Demonstrated experience leading the technical design and delivery of complex software or AI solutions.
- Strong hands-on expertise in TypeScript/JavaScript.
- Strong experience with REST APIs, webhooks, SDKs, JSON, Git, SQL/databases, and backend integrations.
- Strong practical experience with Generative AI, LLMs, conversational AI, prompt engineering, RAG, and AI agent architectures.
- Hands-on experience building and deploying AI agents, chatbots, voicebots, or enterprise automation solutions.
- Experience working with low-code/no-code AI platforms and extending their capabilities through custom engineering.
- Strong understanding of integration architecture, authentication, data flows, asynchronous communication, and enterprise system integration.
- Understanding of voice and telephony concepts including SIP, IVR, call routing, transfers, and related integrations is desirable.
- Strong analytical and problem-solving skills with the ability to diagnose complex technical and production issues.
- Excellent communication and stakeholder management skills with demonstrated experience working directly with enterprise clients.
- Ability to lead technical discussions and influence solution decisions across engineering, product, business, and client teams.
- Demonstrated ability to mentor engineers and raise engineering standards across a team.
