Senior Technical Program Manager, Netomi
Voice/IVR Deployment
Customer service automation
Be an early applicant
Customer service automation
201-500 employees
Be an early applicant
201-500 employees
Company mission
To enable companies to build deep engagement in this new era with conversations that are emotional, empathetic, intuitive, and on brand.
Role
Who you are
- 7+ years of technical project or program management experience in software or IT deployments, including leading complex cross-functional initiatives with successful outcomes. Prior experience in contact center technology, telephony, or IVR/voice assistant implementations is highly preferred
- Strong understanding of Agile/Scrum project management methodologies and tools (JIRA, Confluence, etc.) to manage sprints, backlogs, and release plans. Able to adapt processes to ensure rapid issue resolution and iterative improvements
- Solid technical acumen in relevant domains – familiarity with cloud telephony (Amazon Connect or similar), VoIP/SIP concepts, and conversational AI technologies. While not expected to configure systems, must be comfortable discussing technical details (latency, API integrations, voice codecs) with engineers and vendors
- Exceptional communication and interpersonal skills. Proven ability to work with diverse stakeholders (engineers, client teams, executives) and to influence without direct authority. Capable of translating technical issues into business impact and vice versa
- Detail-oriented and proactive: Adept at risk management and contingency planning. Ensures nothing falls through the cracks by continuously monitoring progress and asking the right questions. Experience delivering projects for external clients or in a client-facing capacity is a plus
What the job involves
- This role will drive project coordination and delivery for the voice IVR launch, bridging the gap between technical execution and project management
- The program manager will ensure all teams (engineering, customer success, product/partner management) remain aligned, and that issues (voice quality, latency, integration hurdles) are tracked and resolved to meet the go-live timeline
- Program Leadership: Own the IVR deployment roadmap and timeline – define project milestones, deliverables, and success criteria for go-live. Be responsible for the overall program execution, from final testing through rollout. This includes defining the IVR launch strategy and managing its execution across teams
- Cross-Functional Coordination: Coordinate daily/weekly workflows between the core technical team, integration consultants, project managers, and the product/partner manager. Ensure clear communication of priorities, dependencies, and issue status across all stakeholders. Act as the liaison between technical engineers and non-technical stakeholders to align technical solutions with business requirements
- Issue Tracking & Resolution: Implement a robust process for tracking outstanding technical issues (voice quality anomalies, latency, call routing failures, etc.) and project tasks. Facilitate rapid problem-solving by bringing the right people together to address blockers. Provide oversight so that critical issues are resolved or mitigated before launch
- Stakeholder Communication: Regularly report on project status to internal leadership and the client. Communicate risks, changes, or delays proactively, along with action plans. Manage expectations and ensure the client’s requirements and experience goals are being met
- Quality & Readiness Assurance: Work with QA teams to ensure comprehensive end-to-end testing of the voice IVR (call flows, ASR accuracy, TTS quality, failover scenarios). Oversee user acceptance testing and any pilot or beta releases. Verify that all operational runbooks, support plans, and monitoring are in place for a smooth go-live
Our take
Customer service plays an essential role for any organisation wanting a long term and profitable business. It’s a critical differentiator and catalyst for customer loyalty, with the majority of consumers saying that bad customer service experiences have caused them to switch brands or service, or back out of a purchase.
Netomi provides companies with a convenient, intelligent and cost effective way to facilitate the best customer interactions on email, chat and mobile. Its conversational AI system allows businesses to activate, manage and train AI to automatically resolve customer issues, operating more effectively than classic AI chatbots.
Netomi is the market leader in AI-first customer experience, and, with the value of the chatbot market rapidly increasing, it has the space to grow. The company has also seen good investment which is allowing it to increase headcount and continue scaling its operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$30m
SERIES B
Mar 2019
$10m
SERIES A
Total funding: $44.9m
Company benefits
- Flexible work environments
- Educational / professional development opportunities
- Equity opportunities
- 401K plan
- Snacks, breakfast and a daily catered lunch
- Work from home opportunities
- Health insurance
Company HQ
Hayward Park, San Mateo, CA
Leadership
Puneet Mehta
(Founder & CEO)Previously Senior VP of Engineering and Data Science at Citi, Software Engineer and Scientist at IBM TJ Watson Center and Vice President of Engineering at JPMorgan Chase.
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