Voice AI Platform Engineer

Bernardhq; New York, Northern (NY, KY); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Bernard is building an AI-powered platform for appliance repair from New York City. You will own the Voice domain end to end, delivering production voice agents and coordinating across telephony, speech, models, and tools to support Chat and Diagnostics.

You will reduce latency, improve instruction following, and help shape Bernard's unified agent platform. This is a hands-on, platform-level role in a fast-moving startup.

Qualifications

• 2+ years of professional software engineering experience.
• Shipped production backend, real-time, telephony, or conversational systems.
• Strong in TypeScript or Python and able to reason about async state and observability.
• Balance latency, reliability, and instruction following in multi-channel apps.
• Willing to build across Voice, Chat, Diagnostics and other agent surfaces.

Responsibilities

• Build and operate production voice agents for inbound and outbound conversations.
• Improve instruction following, conversational control, and latency budgets.
• Design and operate Twilio infrastructure including Voice, Flex, Studio, and routing.
• Create evaluations, simulations, and regression tests for task completion and quality.
• Develop the common brain across channels: context, instructions, tools, memory, and policies.
• Integrate agents with scheduling, diagnostics, CRM, and operational systems.
• Build observability for live conversations: traces, transcripts, and latency alerts.
• Partner with product and customer teams to ship rapid improvements.

Skills

Software engineering

TypeScript

Python

Asynchronous state

Observability

Latency optimization

System reasoning

Tools

Twilio Programmable Voice

Twilio Flex

Twilio Studio

Twilio TaskRouter

SIP

WebSockets

Event-driven systems

Job description

Bernard is building an AI-powered platform for appliance repair from New York City. You will own the Voice domain end to end, delivering production voice agents and coordinating across telephony, speech, models, and tools to support Chat and Diagnostics.

You will reduce latency, improve instruction following, and help shape Bernard's unified agent platform. This is a hands-on, platform-level role in a fast-moving startup.