Netomi

Senior Technical Program Manager (Voice/IVR Deployment)

Voice/Telephony Infrastructure Specialist

Senior Conversational IVR Solution Architect

Senior/ Lead UX Designer

Devops Engineer - II

AI Automation Engineer

Prompt Engineer

Architect - Product Quality

Solution Architect

This role focuses on driving the project coordination and delivery for the voice IVR launch, ensuring seamless integration and alignment across engineering, customer success, and product/partner management teams. The program manager will be responsible for the IVR deployment roadmap, managing execution from final testing through rollout, tracking and resolving technical issues like voice quality and latency, and communicating project status to stakeholders to meet go-live timelines.

SDET III – Generative AI QA

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the Company:</h3>Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the Role:</h3>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.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Requirements</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li></ul>Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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Critical Mass is a team of 1,800 inspired folks based in 12 offices around the world, providing full-service digital capabilities for the greatest brands on Earth. Our secret sauce is our uncompromising design standards, our relentless focus on customers, and an ability to put powerful new technologies to work for our clients. We work with the best—Apple, Nike, Mars Wrigley, Nissan, Diageo, Airbnb, BMW, BNY Mellon, Johnson &amp; Johnson, and many more—brands who strive for connected digital ecosystems and unparalleled experiences. We help them get there by gaining deep insight into their consumers and orchestrating data, AI, design, media, and tech stacks around human stories. We’re a global agency founded in Canada, but digital is our home. If you know us, then you know we’re a special, quirky place that attracts big talent and tiny egos. (We actually give out a “so f-n nice” award—lots of them). But just because we’re friendly doesn’t mean we’re not a force to be reckoned with. We’re driven. Relentless. And we live our values. We’re Critical Mass, but our friends call us CM. Please call us CM!

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