Senior Software Engineer, Customer Assist

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

The team

Dialpad’s Product Engineering organization is responsible for building and maintaining the customer-facing features at scale across all of our cloud native products and services: Talk, Contact Center, Sales Dialer, Video Conferencing, and Voice Intelligence.

Every day, millions of people across the world use our technology for communicating effectively and efficiently. Product Engineering teams focus on areas such as billing, growth, search & analytics, core platform, frontend & backend infrastructure, developer and partner ecosystem & integrations and more.

Your role

This is an exciting opportunity to be part of a small task force creating a proprietary neural semantic colloquial search engine used to power an AI and its applications. The candidate will be responsible for contributing to a full stack of features including the microservice architecture, the data model, the API frontend and the necessary data pipelines.

In terms of technology stack the ideal candidate should be familiar with:

• Fluent in GOlang and python (C++ optional)
• Docker and Kubernetes
• GCP (preferred) or equivalent cloud platform (AWS/Azure)
• Apache Beam (preferred) or equivalent mapreduce technology
• TCP/IP and networking
• Ansible or equivalent infrastructure as code stack
• Jenkins or equivalent CI/CD pipeline
• Tensorflow or equivalent ML framework
• RAFT or equivalent consensus algorithm
• gRPC or equivalent rpc protocol
• PubSub or equivalent distributed message queues

What you'll do

• Take ownership of an area under the search and assist functional area.
• Contribute to long term technical vision - how can we architect our code, data stores and data pipelines to meet the feature and performance goals of the future?
• Optimize the performance, scalability and cost of the platform
• Evaluate emerging technologies and shape the evolution of the tech stack to ensure the search platform meets current and future needs
• Identify team-wide challenges, risks, technical debt areas and find ways forward through them
• Advocate for new ideas and processes to improve the developer experience - make building the search platform easier, faster and more fun
• Mentor and collaborate with fellow engineers to ensure features are built with good engineering practices and design
• Build metrics, monitoring and alerting infrastructure to track performance, availability, cost and usage patterns of the search platform

Skills you'll bring

Your previous experience can be in either frontend, backend or full-stack development. You enrich the team through your engineering experience. You are excited to learn. You are ready to pitch in wherever there is a need. You proactively seek to grow your own skills and share your knowledge with the team. You are focused on the user’s experience. You dig deep to understand the use case and broader context for a feature to ensure the design and implementation of the feature properly addresses the problem at hand. You value code quality. You’re the type of person who is really proud when you build a well designed, well tested, long term solution.

Additional desired experiences and traits:

• MLOps experience
• Passionate about reliability, monitoring and scalability
• Aware of cloud costs and their mitigation
• Dedicated to testing, quality and security
• Good understanding of authentication protocols such as OAuth and SAML
• Good understanding of how to optimize SQL, NoSQL and NewSQL databases

Dialpad benefits and perks

Culture

We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.

Compensation and equity

Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. In addition, we offer resources for you through our Employee Assistance Program. We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend. Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!

Continuing education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully , **Delight Our Users, **and Innovate Continuously to bring our world- class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.