Senior AI Engineer – Voice & Conversational AI

Tower Loan; Flowood (MS); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Tower Loan in Flowood, MS is seeking a Senior AI Engineer - Voice & Conversational AI to design and implement AI-powered voice solutions across customer service and operations.

The role focuses on real-time AI, secure scalable systems, and integration with SIP/VoIP, OpenAI Live/Realtime APIs, and enterprise data sources. Requires strong software engineering and AI expertise.

Qualifications

• Must have experience delivering production software systems.
• Strong knowledge of large language models and generative AI.
• Experience with real-time voice technologies and SIP/WebRTC is preferred.
• Proven ability to design secure, scalable AI-enabled solutions.

Responsibilities

• Design, develop, and maintain real-time AI voice applications.
• Create automated conversational workflows for customer service and payments.
• Configure prompts, policies, security controls, and escalation procedures.
• Implement conversation management, fallback, and live transfers.
• Develop and integrate apps using OpenAI Live/Realtime APIs and other AI tech.
• Manage streaming audio, transcription, and system integrations.
• Integrate AI with SIP, VoIP, PBX, and enterprise telephony.
• Build APIs and microservices in C#, .NET, Python, and JS/TS.
• Maintain AI-enabled functions for account lookup and payments.
• Ensure compliance with policies, security, and regulatory standards.
• Maintain auditable records of conversations and actions.
• Perform automated testing, QA, and performance monitoring.

Skills

APIs & microservices

Real-time architectures

Conversational AI

Prompt engineering

Troubleshooting

Project management

Education

Bachelor's degree in CS/SE/IT/AI

5+ years of software development

Tools

C#

.NET

Python

JavaScript/TypeScript

SQL Server

Redis

Kafka

Docker

Kubernetes

Job description

**We take pride in what we do! Deciding to come grow with us is an exciting opportunity to enhance your career success stories. You are the center to what we do. We would love to have you here!**The Senior AI Engineer - Voice & Conversational AI is responsible for designing, developing, and implementing AI-powered voice solutions that enhance customer engagement and operational efficiency at Tower Loan. This position plays a key role in advancing the company's use of artificial intelligence to support customer service, account servicing, payment reminders, and other business operations. The ideal candidate is an experienced software engineer with a strong background in conversational AI, real-time technologies, and developing secure, scalable solutions.**Duties/Responsibilities:*** Design, develop, and maintain real-time AI voice applications using large language models, speech-to-speech technologies, and conversational AI platforms.* Develop automated conversational workflows for customer service, payment reminders, promise-to-pay interactions, account servicing, and other business needs.* Configure AI prompts, conversation policies, security controls, escalation procedures, and automated tool-calling capabilities.* Implement conversation management features, including interruption handling, contextual awareness, fallback logic, and transfers to live representatives.* Develop and integrate applications using OpenAI Live/Realtime APIs and other real-time AI technologies.* Manage streaming audio, transcription, session processing, and system integrations to ensure reliable, responsive AI interactions.* Integrate AI voice applications with SIP, VoIP, PBX systems, and enterprise telecommunications infrastructure to support inbound and outbound calling.* Develop and maintain applications, APIs, and microservices using C#, .NET, Python, JavaScript/TypeScript, or other appropriate technologies.* Integrate AI applications with company databases, customer systems, payment platforms, messaging systems, and other business applications.* Develop secure AI-enabled functions for account lookup, customer verification, payment-related interactions, scheduling, and transfers to live representatives.* Implement safeguards to ensure AI interactions comply with company policies, security requirements, and applicable legal and regulatory standards.* Maintain accurate and auditable records of AI conversations, system activities, decisions, and automated transactions.* Develop and perform automated testing, conversation evaluations, and quality assurance processes to improve AI accuracy, reliability, and performance.* Monitor system performance, including call outcomes, response times, errors, escalation rates, and other operational metrics.* Design and maintain scalable, highly available systems with appropriate controls for system capacity, error handling, and service interruptions.* Lead technical development from initial concept through production implementation while maintaining system security, reliability, and cost efficiency.* Serve as a senior technical resource for conversational AI technologies and provide guidance to other engineers.* Perform all other duties as assigned.**Required Skills/Abilities:*** Strong software engineering skills with experience developing and supporting production applications.* Advanced knowledge of APIs, microservices, distributed systems, and real-time application architectures.* Strong understanding of large language models, generative AI, conversational AI, and prompt engineering.* Advanced troubleshooting, problem-solving, and systems analysis skills.* Ability to design secure, scalable, and reliable technical solutions.* Strong organizational and project management skills with the ability to manage multiple priorities effectively.**Education and Experience:*** Bachelor's degree in Computer Science, Software Engineering, Information Technology, Artificial Intelligence, or a related field preferred. Equivalent professional experience may be considered.* Five or more years of professional software development experience preferred.* Demonstrated experience developing and delivering production software systems required.* Experience developing AI-powered applications, particularly conversational AI or large language model solutions, strongly preferred.* Experience with real-time voice technologies, streaming APIs, SIP, RTP, WebRTC, WebSocket, or enterprise telephony systems preferred.* Experience with OpenAI Live/Realtime APIs and related AI development platforms preferred.* Proficiency with C#, .NET, Python, JavaScript/TypeScript, or similar programming languages preferred.* Experience with technologies such as SQL Server, Redis, Kafka, Docker, Kubernetes, REST APIs, Git, and CI/CD pipelines preferred.* Familiarity with speech recognition, text-to-speech, retrieval-augmented generation (RAG), AI evaluation frameworks, and AI safety controls preferred.* Experience in consumer finance, lending, collections, banking, payment processing, telecommunications, or another regulated industry preferred.**Physical Requirements:*** Stand, walk, and/or sit for eight (8) hours a day.* Communicate effectively, verbally, written, in person, via telephone, or electronically.* Lift and maneuver up to 20 lbs.**The above description outlines the most significant job functions performed, but may include other similar functions or assignments not explicitly mentioned.**