Senior AI Engineer – Voice & Conversational AI

Tower Loan of Mississippi, LLC; United States; Remote; USD 120,000 - 210,000; Full time

Job summary

Tower Loan is seeking a Senior AI Engineer - Voice & Conversational AI to design, develop, and deploy real-time AI voice solutions that enhance customer engagement and operational efficiency across our financial services network.

You will work with OpenAI Live/Realtime APIs, SIP/VoIP integrations, and secure, scalable architectures using C#, .NET, Python, and JavaScript/TypeScript to support customer service, payments, and account servicing initiatives.

Qualifications

• 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.
• 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.

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.

Skills

Software engineering

APIs & microservices

LLMs & Conversational AI

Real-time architectures

Security & compliance

Project management

Education

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

Equivalent professional experience

5+ years professional software development

Tools

OpenAI Live/Realtime APIs

SIP/VoIP integrations

C#, .NET, Python, TS/JS

REST APIs, Git, CI/CD

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. With over 260 locations across 8 states, our team builds strong customer relationships by offering personalized financial solutions in person, by phone, and online. We're dedicated to our communities, foster employee growth, and offer clear career paths through internal promotion.

Established since 1936, Tower Loan is proud to be one of America's largest privately owned consumer finance companies, operating more than 260 office locations across eight states. We are dedicated to building strong customer relationships by providing personalized financial solutions and are deeply committed to serving our communities. We foster a culture of growth and development for our employees, with a strong promote-from-within philosophy. For decades, Tower Loan has empowered our customers and team members to build brighter futures.