Senior Director, Engineering (AI Voice Agents)

Birdeye; Gurugram District; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Birdeye in Gurugram, India, seeks a Senior Director of Engineering for AI Voice Agents to lead the India team and own the end-to-end platform—from real-time voice processing to CRM/EHR integrations and analytics.

You will partner with Product and Design to ship GA products, raise the delivery bar, and ensure regulatory compliance while guiding cross-functional teams across locations.

Qualifications

• 15+ years in software engineering.
• 6+ years leading large engineering teams.
• Experience shipping AI-native products at scale.
• Experience with real-time/low-latency systems.
• Familiarity with healthcare/privacy/compliance is a plus.

Responsibilities

• Lead India-based Voice Agents engineering org from front.
• Oversee real-time voice platform, integrations, and dashboard.
• Drive shipping of GA products across verticals.
• Build and mentor leaders, set on-call and quality bars.
• Ensure HIPAA/SOC 2 and compliant guardrails.

Skills

Voice agents

AI/ML

Distributed systems

LLM stack

CRM/EHR/PMS integrations

Leadership

Cross-functional

Architecture

Education

MS/PhD in CS or related field

Tools

SIP/WebRTC

Job description

Senior Director, Engineering (AI Voice Agents) at Birdeye in Gurugram, India

Myna Salaried, full-time

Description

About Birdeye Inc.

Birdeye builds AI coworkers for multi-location brands. Jay for marketing, Myna for operations, and Robin for customer experience orchestrate AI agents to win AI visibility, book appointments, and drive consistent CX at every location. They run on BirdAI, the Agent OS built on 13 years of multi-location data infrastructure and 3,000+ integrations. BirdAI consolidates every signal, reasons with industry, brand and location context, and acts autonomously or with a human in the loop. Birdeye is trusted by the world's largest multi-location brands across healthcare, dental, restaurants, financial services, auto, retail, and property management. G2 ranks Birdeye #1 in Enterprise Multi-Location Marketing Platforms and named it to the 2026 Best Agentic AI Products list. Learn more at birdeye.com .

About the role

Every day, local businesses miss a large share of their inbound calls — and in appointment-driven industries, every missed call is a lost patient, a lost repair job, a lost service visit. Front desks are understaffed, phones ring after hours, and customers who don’t get through simply call the next provider. Birdeye’s AI Voice Agents group exists to fix this: AI agents that answer every call naturally, book and reschedule appointments directly into the systems businesses already run on, and give owners complete visibility into every conversation and outcome.

As Senior Director of Engineering, you will lead this group end to end: the real-time voice agent platform, a CRM/PMS integrations and data-sync layer handling business-contact data at massive scale, and the conversation dashboard where customers see every call, booking, and insight. You inherit an existing engineering team — the mandate combines 0-to-1 product urgency with the leadership challenge of aligning that team around one architecture, raising the delivery bar, and shipping GA products across four verticals.

The role is based in India, leading Birdeye’s India-based Voice Agents engineering team with direct exposure to US product leadership and customers. You will report to senior R&D leadership and partner daily with Product, Design, and the partnerships team driving CRM/EHR/FSM/DMS alliances. You lead from the front: deeply technical, close to the code where it matters — architecture decisions, critical-path reviews, and agent-quality evals.

What you will own

• Voice agent platform: real-time conversational pipeline (telephony, ASR, LLM orchestration, TTS), sub-second latency, barge-in handling, graceful human handoff, and per-vertical conversation design for appointment booking, rescheduling, and reminders.
• Integrations & data sync: bidirectional sync of business contacts, calendars, and appointments with EHR/PMS (e.g., Epic, Dentrix, Eaglesoft), FSM (e.g., ServiceTitan, Housecall Pro), DMS (e.g., CDK, Reynolds, Tekion), and horizontal CRMs — reliable at tens of millions of records with conflict resolution, idempotency, and audit trails.
• Conversation dashboard & analytics: the customer-facing surface for full conversation history, transcripts, booking outcomes, containment/conversion metrics, and agent-quality analytics across locations.
• The team: lead the existing engineering team (voice/ML, backend/integrations, frontend, QA) through managers and senior ICs; shape team structure around the platform/integrations / dashboard pillars, develop and hire leaders, and establish on-call, quality bars, and eval-driven development for agent behavior.
• Execution & operating cadence: fast, predictable release cycles — planning, weekly reviews, and retrospectives that drive improvement; clear technical plans and milestones with trade-offs made explicit.
• Trust & compliance: HIPAA (BAAs), SOC 2, telephony/TCPA compliance, and safe-AI guardrails for autonomous customer-facing conversations.

What success looks like

• GA voice agent live in at least two verticals with measurable booking-conversion and call-containment targets.
• Certified, bidirectional integrations with the top systems of record in each launch vertical.
• Conversation dashboard adopted as a daily surface by customers; analytics driving retention and upsell.
• The team operating as a high-performing unit: clear team charters, a strong manager bench, predictable delivery, and production-grade reliability (99.9%+ voice uptime).

What we’re looking for

• 15+ years in software engineering, 6+ years leading large engineering teams through managers of managers, including inheriting and re-aligning an existing team.
• A blend of large-scale engineering rigor and startup speed — e.g., senior tenure at a global-scale technology organization plus experience at a high-growth startup.
• Leadership at an AI-native product company (agents, enterprise search/RAG, conversational AI, or ML-heavy consumer platforms) — you have shipped AI products to demanding users, not just prototyped them.
• Shipped and operated real-time and/or high-scale distributed systems in production — voice/video, telephony, streaming, or large-scale data synchronization.
• Hands-on familiarity with the modern LLM/voice stack (ASR/TTS, agent orchestration, evals, prompt/tool design) and pragmatic judgment on build-vs-buy (e.g., Retell/Vapi-class infra vs. in-house).
• Experience integrating with third-party systems of record (CRM, EHR/PMS, FSM, or DMS) and running partner-facing engineering relationships.
• 0-to-1 product instincts at scale: comfort with ambiguity, fast iteration against real customer calls, and shipping before everything is perfect — while keeping a large org focused.
• Strong cross-functional operator: partners tightly with Product, Design, GTM, and external partners; communicates crisply with executives.

Nice to Have

• Domain experience in healthcare, dental, home services, or automotive software; HIPAA/SOC 2 exposure.
• Prior experience at a vertical SaaS or SMB-focused platform company.
• Experience with contact-center or CCaaS technology, SIP/WebRTC, or conversational analytics.
• Advanced degree (MS/PhD) in Computer Science or a related field; publications or patents in search, ML, or distributed systems.
• Experience leading India-based engineering orgs building for US/global customers, and operating across India–US time zones.
• A visible commitment to building inclusive teams — e.g., mentoring, women-in-tech advocacy, or community leadership.

AI First Mindset:

AI fluency is core to how we work. We expect leaders to use AI daily in their own workflow — and as part of the interview process, you’ll walk us through how you use AI tools today to drive impact in your role and your team’s.