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Dialpad is an AI-powered customer experience platform that combines AI agents and human agents on a single platform to resolve customer problems in real time across voice and digital channels. The company serves market-leading brands including Netflix, Motorola Solutions, and Randstad, and is backed by top-tier investors including Andreessen Horowitz and GV.
You will lead the engineering team responsible for the core calling experience at Dialpad—the foundation of the platform. Reporting directly to the VP of Engineering, you'll own the calling experience end-to-end: frontend, backend, and hardware devices (desk phones, room phones, ATAs, and DECT solutions). You'll manage senior engineers across Dialpad's global offices and be hands-on at the start, shipping code alongside your team.
The role sits at the intersection of two critical domains: real-time audio engineering (WebRTC, SIP, media quality, low latency) and contact center depth (skill-based routing, call transcription, agent assist, screen sharing). In the contact center industry, every millisecond matters. With modern agentic AI, the bar is even higher—a beat of silence before an AI responds is the difference between a natural conversation and a robotic one.
Key responsibilities include:
- Lead and grow a team of highly experienced engineers through one-on-ones, coaching, performance reviews, and career development
- Define the 1–3 year vision and roadmap for the team alongside product partners
- Own large projects end-to-end: requirements gathering, planning, resourcing, and delivery
- Lead the calling platform's technical strategy and execution
- Drive quality, performance, and reliability across the calling experience
This is a high-impact, strategically important role with a direct line to Dialpad's revenue.
