Jobs at Dialpad

Build scalable automated testing frameworks for AI Contact Center systems. Develop UI, API, database, functional, regression, end-to-end, capacity, security, load, and performance tests. Own test strategy, create instrumentation for non-deterministic AI behavior, analyze failures, define quality KPIs, integrate tests into CI pipelines, participate in design reviews, and mentor engineers while communicating results across teams.

As a Sr. SDET at Dialpad, you will develop and maintain test automation frameworks for AI voice agent services, ensuring end-to-end quality. Responsibilities include designing automation tools, integrating AI quality checks, conducting performance tests, and mentoring engineers. Collaboration with AI teams and code development in Python, Java, or JavaScript is essential.

Own the platformization roadmap for Shared Services: design and decouple reusable services, write architecture docs, estimate resources, drive execution, develop well-tested features, review designs, mentor engineers, and present large-scale demos to improve developer experience, productivity, security, and scalability.

Lead and mentor a team of Customer Success Managers for Key Accounts to drive product adoption, retention, and expansion. Act as customer advocate, manage escalations, monitor account health, collaborate cross-functionally, report KPIs to leadership, and develop strategies for at-risk customers and long-term customer value.

Provide technical support for a cloud communications platform: manage carrier escalations, monitor network performance, perform DID probes and test calls, troubleshoot VoIP/SIP and desk phone provisioning issues, escalate bugs, and collaborate with Sales, Engineering, and Product to resolve complex problems and improve support processes.

Conduct R&D and implement state-of-the-art NLP and ML algorithms to build real-time, multimodal, agentic LLM features for transcribed voice and chat data. Evaluate model performance, manage large text datasets, collaborate with engineering/product/design to deploy scalable models, and contribute to academic publications.

Design and implement TTS backend integrations, optimize linguistic inputs for naturalness, craft conversational turns and personas, manage prompt and voice-parameter systems, expose voice attributes to product UI, and collaborate with ASR and Audio AI engineers to ensure end-to-end voice quality and low latency.

Own the full mid-market sales cycle, from lead conversion and strategic prospecting through complex deal closure. Build pipelines, develop multi-stakeholder opportunities, collaborate with SDRs, partners, sales engineers, and leadership, and manage forecasts and deal reviews. The role focuses on acquiring new customers and solving business communication challenges using Dialpad’s SaaS products.

Own end-to-end U.S. and international payroll processing, reconciliations, payroll journal entries, and general ledger accounting. Manage benefits deductions, time and attendance data, payroll taxes, audits, year-end reporting, and employee payroll inquiries. Partner with vendors, People Operations, Finance, Treasury, and other teams to resolve issues, support system integrations, ensure regulatory compliance, and improve payroll processes across multiple countries.

Lead architecture and delivery of Dialpad's agentic AI platform, building scalable multi-agent orchestration, memory and retrieval systems, real-time voice reasoning, inference optimization, safety/observability, and production integrations while mentoring engineers and partnering with product and research.

Lead architecture and delivery of Dialpad's agentic AI platform: build scalable multi-agent orchestration, real-time conversational and voice reasoning, retrieval and memory systems, inference/fine-tuning pipelines, observability and safety frameworks, and mentor engineering teams while partnering cross-functionally to productionize autonomous workflow execution.

Lead vision, architecture, and delivery of Dialpads agentic AI platform. Manage ~130 engineers across multiple teams, drive platform roadmap, reliability, safety, evaluation, and observability. Partner with Product, Research, Design, and executives to align strategy, hire and grow managers and architects, set KPIs and OKRs, and optimize budgets for production-grade multi-agent orchestration and real-time conversational AI systems.

Lead platform-level product design for AI-first business communications. Define patterns, primitives, and interaction models, ship coded prototypes and production code, evolve the design system, mentor designers, and drive cross-team AI-enabled tooling and infrastructure.

Lead design of agentic voice personas and interaction standards. Define pacing, prosody, handoffs, and quality metrics; partner with AI and Speech engineers to shape prompt-driven behaviors and turn-taking; research emotional states and set platform-wide VUI standards applied across verticals.

Own product direction for custom SLMs, ASR, and real-time inference across the full model lifecycle: data acquisition and annotation, training and adaptation, evaluation, release, monitoring, and retirement. Define data strategy and quality bars, run evals and error analyses, make trade-offs between latency, cost, and model capability, and coordinate with product engineering and GTM while owning release and rollback decisions.