Conversational AI Engineering Manager

About UsFull Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Conversational AI Engineering Manager

Roles and Responsibilities:

People leadership & team development

Manage and coach engineers across levels (L1–L5), including onboarding, performance

management, career development, and promotion readiness.

Build a high-trust feedback culture with strong engineering fundamentals (code review, testing,

documentation, incident learning).

Recruit and hire across multiple levels; help scale the team responsibly.

Delivery & execution

Own delivery outcomes: planning, prioritization, scope control, and risk management across

concurrent projects.

Collaborate with Product, clients, and stakeholders to translate business requirements into clear

technical plans and measurable milestones.

Strong client interaction and stakeholder management experience.

Hands-on experience creating and reviewing BRD, PRD, FRD, SOW, and NFRD.

Experience documenting AI solutions, including AI-specific BRDs/PRDs, use cases, workflows, and

integrations

Establish and improve agile operating rhythms (sprint/kanban, roadmapping, retros, metrics).

Enforce CI/CD workflows (both with and without repositories)

Conversational AI platform leadership

Lead implementation and enhancement of solutions built on Cognigy and/or Amazon Lex +

Amazon Q (chat/voice bots, routing, integrations, and knowledge-driven experiences).

Ensure best practices for conversational design implementation, NLU/LLM prompt/tooling

hygiene, and safe fallbacks/hand-offs to live agents.

Improve bot quality through evaluation, testing strategies, monitoring, and iterative

optimization.

Operational excellence & Cross-functional collaboration

Define and enforce standards for reliability, observability, and on-call readiness (SLOs, logging,

dashboards, alerts).

Drive incident response and root-cause reviews; ensure learnings translate into durable

engineering changes.

Work with security/compliance stakeholders for data handling, retention, and access controls

when integrating customer data sources.