AI Tech Lead Manager - Remote, CX Impact

pointdigitalfinance; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Unlimited PTO + 10 holidays

Fully paid parental leave

Meaningful equity and 401(k)

Home office stipend and equipment

Internet and mobile stipends

Onsite days at Palo Alto HQ (occas.)

Job summary

pointdigitalfinance is seeking a hands-on Technical Lead Manager to build AI-powered customer experience agents (voice, email, chat, SMS) for a fintech serving homeowners. The role combines people leadership with direct technical contribution, owning AI strategy, shipping production code, and partnering with Product, Operations, and CX teams.

This remote-first role is US-based with occasional onsite at the Palo Alto headquarters.

Qualifications

• 7+ years of software engineering experience including leadership/management experience.
• Proven experience shipping LLM-powered or agentic AI systems in real-world environments.
• End-to-end delivery of customer-facing products—from design to deployment, monitoring, and iteration.
• Ability to partner with cross-functional stakeholders to translate business needs into scalable technical solutions.
• Deep systems design expertise for reliable, real-time services.
• Hands-on with prompt engineering, retrieval-augmented generation, tooling, and orchestration frameworks.
• Comfort with build-vs-buy decisions and evaluating third-party platforms.

Responsibilities

• Define the AI technical strategy for customer experience and evaluate frameworks, platforms, and vendor solutions.
• Own the technical roadmap for voice, email, chat, and SMS agents handling real customer interactions.
• Write code alongside the team: review pull requests, prototype new capabilities, and debug production issues.
• Partner with Product, CX, and Operations to identify opportunities for AI to replace or augment manual workflows and deploy solutions.
• Design reliable agent architectures with orchestration, tool use, guardrails, and production-scale fallbacks.
• Establish success metrics for agent performance and use data to prioritize the roadmap.
• Lead and grow a senior engineering team, removing blockers and enabling deep work.
• Drive observability and reliability across the AI stack using modern evaluation tooling.

Job description

pointdigitalfinance is seeking a hands-on Technical Lead Manager to build AI-powered customer experience agents (voice, email, chat, SMS) for a fintech serving homeowners. The role combines people leadership with direct technical contribution, owning AI strategy, shipping production code, and partnering with Product, Operations, and CX teams.

This remote-first role is US-based with occasional onsite at the Palo Alto headquarters.