About MosaicVoice

MosaicVoice makes it easy for call centers to automate their Quality Assurance function. Our software listens to customer conversations in real-time and identifies and alerts agents and managers to any compliance violations as they happen.

About the role

At MosaicVoice, we're using artificial intelligence to transform the way call centers operate.

The problem: Despite the size and complexity of the call center market (valued at nearly half-a-trillion dollars annually), the day-to-day workflows and processes remain cumbersome and inefficient. Agents read from scripts and quality assurance is done by manually listening to call recordings.

The MosaicVoice solution: Our software leverages the power of real-time transcription, streaming analytics and artificial intelligence to automate much of the call center workflow.

Our software listens to 100% of customer conversations as they happen and ensures agents stay on message and manage customer questions and objections appropriately. When agents go off script or violate a compliance rule, agents and managers are sent an immediate alert. Once the call is complete, our AI provides a fully customizable scorecard that is available immediately.

About the role

As the VP of Engineering, you will be a key member of the leadership team and will be responsible for all manners of the SDLC. And as MosaicVoice scales up, you will also be a key contributor to operations and productization. Specifically,

You will…

partner with the CEO to help build the future of the product and organization
serve as acting technical product lead and help in identifying, scoping and prioritizing customer requests
turn customer requests into actionable tickets
act as the scrum master, run weekly sprints - manage tickets backlog, with help from the rest of the leadership team, prioritize tickets and assign to engineers
manage and mentor a small team of software engineers
act as the first-tier support, identify production issues, fix / delegate as needed
lead an effort to productize the maturing application base
last but not least, help out in coding as needed

You are someone who…

values speed over perfection and process
has worked for a small startup before (fewer than 20 people)
is comfortable wearing many hats
is just as good with customers as with code
is a top-notch software engineer, even though you may not be coding as much as you want anymore
is familiar with modern web UI (e.g. React), even if you do not code in it very much
is somewhat familiar and comfortable with opinionated frameworks, like Ruby on Rails

A little bit (more) about us

We're a small team of ~10 with a large and growing customer base. We serve enterprise call centers that often have in excess of 1,000 agents. Our software is built in Ruby on Rails by a talented engineering team of 4.

Our investors include Y-Combinator, Tier I VC firms and well-known angels.

Technology

A combination of Ruby on Rails and React with a bit of Python.

MosaicVoice remote jobs

VP of Engineering