Senior Principal Engineer – AI Content Systems(all genders)

ABOUT PARLOA Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale. ABOUT THE ROLE: Voice is one of the most demanding and differentiated parts of what we do. As Principal Software Engineer for Voice/VoIP, you'll own the technical direction of our real-time voice infrastructure — the systems that let AI agents have natural, low-latency phone conversations at enterprise scale, across telephony providers, carriers, and global markets. This is a hands-on technical leadership role. You'll set architectural direction, solve the hardest problems yourself, and raise the bar for how the wider engineering org builds and reasons about voice systems. You'll work closely with infrastructure, AI/ML, and product teams to ensure our voice stack is fast, reliable, and ready to scale globally. AREAS OF OWNERSHIP: * Own the architecture and technical roadmap for Parloa's Voice/VoIP infrastructure, including SIP trunking, media handling, and real-time audio pipelines * Design for low-latency, high-availability voice at enterprise scale — across global telephony carriers and providers * Drive technical decisions on protocols and standards (SIP, SDP, RTP/SRTP, RTCP, WebRTC, ICE, STUN/TURN) and real-time media transport * Partner with AI/ML teams to optimise the integration between voice infrastructure and conversational AI models (ASR, TTS, turn-taking, barge-in) * Diagnose and resolve deep, systemic issues in call quality, latency, jitter, and packet loss across distributed, multi-region deployments * Define and uphold engineering standards for reliability, observability, and security across the voice stack * Mentor senior and staff engineers, acting as a technical multiplier across the organisation * Evaluate and integrate with telephony providers, carriers, and SIP trunk vendors as Parloa expands into new markets * Represent Parloa's technical voice expertise in conversations with enterprise customers and partners where needed WHO YOU ARE: * 10+ years of engineering experience, including 5+ years hands-on building, operating, or debugging production Voice/VoIP, SIP, WebRTC, or carrier-grade voice infrastructure * Strong knowledge of SIP, SDP, RTP/SRTP, RTCP, WebRTC, ICE, and real-time media transport protocols * Hands-on understanding of audio codecs and media behavior, including Opus, G.711/G.722, codec negotiation/transcoding, DTMF/RFC2833, jitter buffers, packetization, and codec-related quality/latency trade-offs * Experience building or operating large-scale, distributed, real-time systems with strict latency and availability requirements * A track record of owning architecture for complex systems and driving technical decisions with broad organisational impact * Experience working with telephony carriers, SIP trunk providers, or PSTN integrations at scale * Deep, hands-on ownership of production SIP-based voice infrastructure at enterprise scale (e.g. Kamailio, FreeSWITCH, Asterisk, pjsip) * Strong systems programming skills in one or more of Go, C, C++ or Rust, with the ability to work at the media/transport layer. * Comfort operating in cloud environments (AWS, GCP, or Azure) and with container orchestration (Kubernetes) * Excellent communication skills — able to explain complex technical trade-offs to engineers and non-engineers alike * A genuine interest in AI and conversational technology, and how voice infrastructure underpins it * Experience instrumenting and operating voice-quality observability — call-quality metrics (e.g. MOS), per-leg call tracing, and diagnosing jitter, latency, and packet loss from telemetry OUR ENGINEERING VALUES: At Parloa, we hire, promote, and evaluate based on cultural and technical excellence. You’ll thrive here if you: * Earn Trust – act with transparency and reliability. * Obsess Over Customers – always start with the customer problem. * Think Big – set bold goals and pursue them fearlessly. * Have Integrity – do the right thing, especially when it’s hard. * Disagree & Commit – debate with candor, align fast, and deliver. * Own It – take full responsibility for outcomes, not just tasks. * Dive Deep – master the details without losing sight of the big picture. * Bias for Action – move fast, decide quickly, iterate fearlessly. * Deliver Value – measure success by customer and business impact. * Insist on the Highest Standards – raise the bar continuously. * Go the Extra Mile – make the impossible possible. * Hire & Elevate the Best – raise the bar with every hire OUR RECRUITING PROCESS: Recruiter Call → Technical Peer Interview → 360° Tech Interview Loop → Bar Raiser WHY PARLOA? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale—and want your work to matter in real, everyday moments—this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.   ---------------------------------------------------------------------------------------------------------------------------------- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.

ABOUT PARLOA Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience - one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.  ABOUT THE ROLE: The Infrastructure Platform team owns the foundation that every other engineering team at Parloa builds on: cloud infrastructure, provisioning and orchestration, CI/CD, and the runtime environments that our AI agents execute in. Its current flagship initiative, Deployment Stamps, is re-platforming how Parloa delivers isolated, reliable, and compliant environments across public cloud and customer-owned private cloud and on-premises infrastructure. We are looking for a Staff or Principal Product Manager to own the product management for this team. This is one of the most technical product roles at Parloa. You will not be writing user stories for a UI, you will be shaping the architecture-adjacent product strategy for a platform whose "customers" are largely internal engineering teams and the most demanding enterprise security, compliance, and infrastructure stakeholders on the other side of the table. This is a builder role in a domain where the playbook is still being written. If you want to define what "good" looks like for enterprise-grade AI infrastructure, data residency and sovereignty, isolation, and a multi-cloud operating model, and you are energized by deeply technical problems and technical stakeholders, this is it. A note on background: We have a strong preference for candidates who have spent time as an Engineering Manager, Tech Lead, or senior engineer before moving into product. This domain rewards genuine technical depth and the instinct to earn trust with engineers by speaking their language. A former EM who has since developed strong product judgment is exactly the profile we have in mind.   AREAS OF OWNERSHIP: * Own the Infrastructure Platform product strategy and roadmap: translating reliability, isolation, data-residency, and multi-cloud goals into a sequenced, outcomes-driven plan that engineering can execute against. * Be the voice of internal and enterprise customers: your primary users are Parloa engineering teams (developer experience, deployment, runtime) and your most demanding external stakeholders are enterprise CISOs, CIOs, and infrastructure leaders with strict compliance and sovereignty requirements. * Drive discovery and write the PRDs that frame outcomes (isolation, compliance, availability) without over-prescribing implementation, then partner with engineering leads and architects to pressure-test feasibility and trade-offs. * Own the hard prioritization calls: balancing near-term delivery milestones against longer-term architecture evolution, and making explicit, defensible decisions about scope, sequencing, and risk. * Define and track the metrics that matter for a platform: availability and SLA attainment, provisioning lead time, deployment frequency, change-failure rate, adoption by internal teams, and developer satisfaction. * Establish mechanisms, not just features: repeatable processes for region readiness/certification, release management, and cross-team alignment that scale as the platform grows from a handful of environments to many. * Align a broad, technical stakeholder set: Engineering, Architecture, Security, Legal/Compliance, and the customer-facing teams (Deployment, Sales Engineering) who need to position the platform's capabilities to enterprise accounts. * Connect the platform to revenue: articulate how infrastructure capabilities (e.g., data residency, private cloud, isolation tiers) unlock enterprise deals, new regions, and expansion, and feed that back into prioritization. * Communicate clearly across technical and business contexts: equally comfortable in an architecture review and in a leadership readout.   WHO YOU ARE: * A technical-leadership background. 7+ years of combined engineering and product experience for Staff (L4); 10+ years with demonstrated product leadership for Principal (L5). Prior experience as an Engineering Manager, Tech Lead, or senior/staff engineer is strongly preferred. * Deep infrastructure fluency. Hands-on familiarity with cloud platforms (Azure, AWS, and/or GCP), Kubernetes, infrastructure-as-code, CI/CD, networking, identity/auth, and observability. You can read an architecture diagram, follow a design trade-off, and hold your own with principal engineers. * Platform product judgment. You understand the difference between building a feature and building a platform capability, and you instinctively design for reusability, operability, and the long-term developer experience rather than one-off solutions. * Comfort with ambiguity and complexity. You can take an under-defined, multi-team initiative with competing constraints and bring clarity, sequencing, and momentum, designing and delivering long-term solutions with limited oversight. * Strong product fundamentals. Discovery, roadmapping, writing crisp PRDs and narratives, defining measurable success criteria, and running a disciplined delivery process with engineering. * Stakeholder leadership and influence without authority. A track record of aligning engineering, security, and business stakeholders around a shared technical direction and resolving contentious trade-offs. * Excellent written and verbal communication tailored to audiences of varying technical depth, from engineers to enterprise security reviewers to company leadership. * An ownership mindset and bias for action: you take responsibility for outcomes end-to-end and move with appropriate urgency. NICE TO HAVE * Direct experience with enterprise data residency, sovereignty, or compliance requirements (e.g., regulated industries, regional data boundaries). * Familiarity with multi-cloud or hybrid / on-premises delivery, and the patterns (and pitfalls) of orchestration at scale. * Experience building internal developer platforms and applying Team Topologies / platform-as-a-product thinking. * Background in B2B SaaS infrastructure, cloud, or developer-tools companies. * Exposure to AI/ML platform or runtime infrastructure.   OUR RECRUITING PROCESS: Recruiter Interview → Hiring Manager Interview → 360° Interviews → Case Interview → Bar Raiser Interview   WHY PARLOA? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale - and want your work to matter in real, everyday moments - this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.   ---------------------------------------------------------------------------------------------------------------------------------- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.