Senior Software Engineering Manager, ASAPP
Data Infrastructure
$200-230k
AI agents for enterprise contact centers
Job no longer available
AI agents for enterprise contact centers
201-500 employees
Job no longer available
$200-230k
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- 12+ years of experience in general software development and/or dev-ops, sre roles
- 5+ years experience in building and supporting data infrastructure
- The ideal candidate will have at least 3+ years of people management experience and enjoys being a technical hands-on manager
- Demonstrated ability to develop sizing & capacity planning for large scale cloud big data platforms and optimizing performance and platform throughput
- Confidence operating in a devops-like capacity working with AWS, Kubernetes, Jenkins, Terraform, etc. thinking about automation, alerting, monitoring, and security and other declarative infrastructure
- Expertise in at least one flavor of SQL, e.g. Redshift, Postgres, MySQL, Presto, Spark SQL, Hive
- Proficiency in a high-level programming language. We use Python, Scala, Java, Kotlin, and GoExperience with CI/CD (continuous integration and deployment)
- Experience with workflow management systems such as Airflow, Oozie, Luigi, and Azkaban
- Experience implementing data governance, i.e. access management policies, data retention, IAM, etc
- Confidence operating in a devops-like capacity working with AWS, Kubernetes, Jenkins, Terraform, etc. thinking about automation, alerting, monitoring, and security and other declarative infrastructure
- Strong experience leading and growing successful infrastructure teams that consist of multiple software engineers and managers
- Experience managing expectations and relationships with multiple collaborators and project teams across various functional areas
Desirable
- Bachelor’s Degree in a field of science, technology, engineering, or math, or equivalent hands-on experience
- Experience in maintaining and managing kafka (not just using)
- Experience in maintaining and managing OLAP/HA database systems (not just using)
- Familiarity handling Kubernetes clusters for various jobs, apps, and high throughput
- Technical knowledge of data exchange and serialization formats such as Protobuf, Avro, or Thrift
- Experience in either deploying and creating Spark Scala and/or Flink applications
What the job involves
- Manage, mentor, and grow a team of software engineers. Foster a healthy and collaborative culture, and a high-output team
- Team management and technical management (35%), working cross functionally with other engineering managers/architects (35%), architecture and individual contribution (30%)
- Drive technical and cross-functional projects and provide leadership in an innovative and fast-paced environment
- Design and deploy improvements to our mission-critical production data pipeline, data warehouses, data systems
- Expand our logging and monitoring processes to discover and resolve anomalies and issues before they become problems
- Develop state-of-the-art automation and data solutions in Python, Spark and Flink
- Maintain, Manage, Monitor our infrastructure related including Kafka, Kubernetes, Spark, Flink, Jenkins, general OLAP and RDBMS databases, S3 objects buckets, permissions
- Increase the efficiency, accuracy, and repeatability of our ETL processes
- Know how to make the tradeoffs required to ship without compromising quality
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call center agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-center market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as JetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
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