Your role
We are hiring AI Systems Engineers to help build that machinery. This role is for engineers who like consequential junctions: between training outputs and deployable artifacts, between runtime systems and safe release, between quality claims and evidence, and between ambitious AI plans and systems that can actually carry them.This is not a research role, and it is not a generic support role. It is an implementation-heavy, building-focused engineering role on a small team responsible for making in-house AI capabilities easier to package, evaluate, deploy, promote, operate, and improve.

AI Platform Engineering exists to shorten the path from emerging AI capability to reliable production impact. We build the shared systems, standards, and delivery pathways that let in-house models and AI capability packages move from candidate state into observable, rollback-safe production operation. Our work sits at the junction between model development, runtime systems, evaluation, and delivery. We enable the broader AI Platform division by making it faster and safer to ship new capabilities, improve existing ones, and learn from production behavior.

This is a new team. The systems, interfaces, and standards are still being shaped. The work is highly consequential, highly practical, and closely tied to the company’s broader AI strategy. We are not building one-off demos or isolated launches. We are building the machinery by which a growing AI organization can repeatedly deliver real capability into production.

This is a full-time, in-office position based out of our Kitchener location. Daily on-site attendance is required. 

What you’ll do

You will help design, build, and improve the systems that connect AI capability development to production reality.

Depending on your strengths, that may include work such as:

• Improving how model and capability artifacts are packaged, versioned, promoted, and rolled back.
• Building or improving deployment and release pathways for AI-backed services.
• Enabling shadow-serving, staged rollout, and candidate-versus-incumbent comparison.
• Strengthening runtime behavior, observability, and debugging for model-backed systems.
• Building or automating evaluation systems that make release decisions evidence-based.
• Reducing bespoke coordination and strengthening the shared rails used by multiple AI teams.

The exact balance will depend on your background and the team’s evolving needs. What will not vary is the mission: your work should make the broader AI Platform organization faster, safer, and more effective at turning in-house AI capability into production reality.

Skills you’ll bring

• Bachelor's degree in Computer Science, Engineering, or equivalent related experience.
• 2 to 6 years of professional software engineering experience, with a proven track record of shipping production infrastructure or real systems that matter.
• Experience in writing solid, maintainable production code and applying strong software engineering fundamentals to solve complex debugging challenges.
• Experience in operating within ambiguous, cross-functional environments where requirements evolve and interfaces are real.
• Expertise in building for reproducibility, operability, and rollout safety, focusing on the quality of change rather than just local implementation.

Nice to have

• Experience with cloud infrastructure, containerized environments, managed ML platforms, or service orchestration systems.
• Experience with model serving, deployment systems, experiment tracking, artifact/version management, or ML lifecycle tooling.
• Experience with distributed systems, service platforms, search/relevance systems, internal enablement tooling, or production AI platforms.
• Experience with testing, benchmarking, experimentation systems, or evaluation frameworks that informed release decisions.
• Exposure to applied AI, speech, conversational systems, customer-facing workflows, or other production ML domains.

Your role
At Dialpad, we are building the future of AI-driven communication. As a Software Development Engineer in Test (SDET), you will lead the charge in building scalable, world-class mobile test automation frameworks that empower our engineering teams to ship with confidence and speed.

We are looking for a quality advocate who bridges development and testing. You bring excellent written and verbal communication skills and the ability to collaborate with a geo-distributed team on a shared vision. You will enhance and maintain mobile testing frameworks, lead design decisions, and work closely with other senior developers.

This position reports to a Quality Engineering Manager in the USA.

What you’ll do

• Design and optimize high-performance mobile automation frameworks (iOS/Android) that are fast, reliable, and scalable.
• Maintain performant and reliable CI/CD pipelines.
• Independently analyze test results and investigate failures to identify potential root causes and provide detailed reports.
• Build advanced reporting and tools to provide real-time visibility into product health and failure patterns.
• Develop and execute system performance testing against a variety of systems.
• Work closely with mobile engineers, QA partners, and product teams to ensure features are testable and automation-ready.
• Develop and execute a comprehensive test strategy.
• Perform functional, regression, and performance testing using automation tools.
• Lead the AI Frontier and integrate AI-powered tooling into the testing lifecycle to accelerate defect detection and script generation.
• Advocate for doing the right thing even if it’s difficult.

Skills you’ll bring

• 4+ years of experience as an SDET, Software Engineer, or Test Automation Engineer in SaaS environments.
• Strong programming experience in any top language, such as Python or Java.
• Experience with AI code generation, subagents, and modern code generation workflows.
• Deep, hands-on experience building scalable frameworks from scratch. The ability to articulate complex technical trade-offs to both engineers and non-technical stakeholders across global time zones.
• Highly organized with excellent written and verbal communication skills.
• Experience with cloud-based mobile device testing platforms like LambdaTest, BrowserStack, etc.
• Direct experience applying testing methodologies, including regression, integration, and performance testing
• Extensive knowledge of cloud technologies, including the testing of REST services.
• Strong people skills, as you'll work with other teams in different geographies.
• The "Plus" Factor includes: Experience with mobile programming languages Kotlin or Swift. Application of UX/Accessibility standards and a proactive approach to using Generative AI to optimize development workflows.

Your Role
As a Technical Support Engineer at Dialpad, you will play a critical role in supporting our cloud-based communications platform and ensuring a seamless customer experience. You’ll act as a key partner across Engineering, Product, and Sales, owning complex technical issues and driving them through to resolution. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.

What You’ll Do

• Manage carrier escalations, trouble tickets, and interoperability issues across telco networks.
• Monitor network performance, conduct DID probes and test calls, and proactively identify potential issues.
• Support customers across a range of inquiries—from basic product questions to complex technical troubleshooting.
• Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive timely resolution.
• Maintain and exceed established service levels and productivity standards.
• Collaborate closely with Sales, Engineering, and Product teams to improve the customer experience.
• Identify opportunities to enhance support processes, educate users, and scale our support model.

Skills You’ll Bring

• 3+ years of experience in Customer Support within telecom, carrier, or VoIP environments.
• Strong understanding of LAN/WAN networking and cloud-based technologies.
• Experience with VoIP, SIP environments, and desk phone provisioning.
• Solid troubleshooting and problem-solving skills with the ability to navigate complex technical issues.
• Strong written and verbal communication skills.
• Self-starter mindset with a strong sense of ownership and a team-oriented approach.
  Familiarity with Contact Center IVR workflows and 3rd party CRM integrations.
• Knowledge of telco carrier networks and interoperability.
  Familiarity with communication platforms and mobile networks.
• Experience with ticketing systems such as Zendesk or Jira.
• SIP messaging and Wireshark experience.
• Understanding of enterprise IT environments and security requirements.

Your role
As a Sr. SDET in Agentic QA, you will own the test automation and quality frameworks that support Dialpad’s AI Voice Agent services. You will develop automated tests for end-to-end product experiences, from frontend UI to backend services to APIs to audio/text interactions. You will test orchestration flows, agent configuration experiences, and guardian safeguards to create robust automated coverage for functionality, performance, reliability, UX, and more. 

In this role, you will develop substantial amounts of automated test infrastructure and partner deeply with the development team to make our fast-growing AI platform more testable, more stable, and more delightful for customers.

This position is based at one of Dialpad’s Canadian offices and reports to a QA Eng Manager in the United States.

What you’ll do

• Own end-to-end quality for agentic features and workflows, including strategy, development, execution, and release qualification.
• Design and build automation tooling and frameworks for AI/LLM-driven systems, including prompt flows, agent orchestration, and tool integrations.
• Develop and maintain evaluation frameworks (evals) to measure response quality, accuracy, and hallucination rates.
• Drive automation coverage (80%+ for critical AI workflows) using deterministic + probabilistic validation approaches.
• Integrate AI quality checks into CI/CD pipelines with fast feedback cycles (<15 minutes for PR validation).
• Build tooling for LLM observability and debugging, including prompt tracing and response analysis.
• Partner with Applied AI teams on prompt engineering, model selection, and evaluation strategies.
• Design and execute performance and load tests for AI services (latency, throughput, cost efficiency).
• Identify and mitigate risks related to hallucinations, bias, safety, and edge cases.
• Define and track AI quality KPIs (task success rates, precision/recall, latency, etc.).
• Participate in design and architecture reviews to ensure systems are testable, observable, and resilient.
• Mentor engineers and contribute to raising the bar on AI quality engineering practices.

What you’ll bring

• 5+ years of experience in software engineering or SDET roles with an emphasis on software development.
• Strong programming skills in Python (preferred), Java, or JavaScript.
• Experience testing distributed, cloud-native SaaS systems and APIs.
• Demonstrated proficiency in coding with AI agents to accelerate development and improve code quality.
• Hands-on exposure to LLMs or AI/ML systems (e.g., OpenAI, Claude, Gemini, or similar platforms).
• Understanding of non-deterministic systems and probabilistic testing approaches.
• Experience building test frameworks and scalable automation systems.
• Familiarity with AI evaluation techniques (benchmarking, golden datasets, human-in-the-loop validation).
• Experience with CI/CD pipelines (e.g., Jenkins, GitHub Actions).
• Strong collaboration skills with the ability to work across distributed teams and time zones.
• Bachelor’s degree in Computer Science or equivalent practical experience.
• Backend: Python, Go, Google Cloud Platform, Cloud Run / App Engine, Kubernetes, Datastore, Redis, ElasticSearch.
• Frontend: Vue3, React.
• AI Stack: LLM APIs, LiveKit, prompt orchestration frameworks, evaluation tooling.

Your role
As a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.

This position reports to our Manager of Customer Success and has the opportunity to be based in Dialpad's Kitchener, Ontario office. 

What you’ll do 

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Conduct Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights. 
• Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.

Skills you’ll bring 

• Minimum 2-5+ years of customer success experience at a SaaS company.
• Experience working with and general knowledge of Telecommunications and Contact Center space preferred.
• Experience and comfort interacting with and influencing C-level executives.
• Strong presentation, meeting facilitation, and written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.
• Ability to work cross-departmentally.
• Must have the ability to lead, manage, or influence both internal and customer resources to achieve positive outcomes.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.
• Willingness to travel to customer locations and team offsites.

Your role
At Dialpad, we are building the future of AI-driven communication. As a Software Development Engineer in Test (SDET), you will lead the charge in building scalable, world-class mobile test automation frameworks that empower our engineering teams to ship with confidence and speed.

We are looking for a quality advocate who bridges development and testing. You bring excellent written and verbal communication skills and the ability to collaborate with a geo-distributed team on a shared vision. You will enhance and maintain mobile testing frameworks, lead design decisions, and work closely with other senior developers.

This position reports to a Quality Engineering Manager in the USA.

What you’ll do

• Design and optimize high-performance mobile automation frameworks (iOS/Android) that are fast, reliable, and scalable.
• Maintain performant and reliable CI/CD pipelines.
• Independently analyze test results and investigate failures to identify potential root causes and provide detailed reports.
• Build advanced reporting and tools to provide real-time visibility into product health and failure patterns.
• Develop and execute system performance testing against a variety of systems.
• Work closely with mobile engineers, QA partners, and product teams to ensure features are testable and automation-ready.
• Develop and execute a comprehensive test strategy.
• Perform functional, regression, and performance testing using automation tools.
• Lead the AI Frontier and integrate AI-powered tooling into the testing lifecycle to accelerate defect detection and script generation.
• Advocate for doing the right thing even if it’s difficult.

Skills you’ll bring

• 4+ years of experience as an SDET, Software Engineer, or Test Automation Engineer in SaaS environments.
• Strong programming experience in any top language, such as Python or Java.
• Experience with AI code generation, subagents, and modern code generation workflows.
• Deep, hands-on experience building scalable frameworks from scratch. The ability to articulate complex technical trade-offs to both engineers and non-technical stakeholders across global time zones.
• Highly organized with excellent written and verbal communication skills.
• Experience with cloud-based mobile device testing platforms like LambdaTest, BrowserStack, etc.
• Direct experience applying testing methodologies, including regression, integration, and performance testing
• Extensive knowledge of cloud technologies, including the testing of REST services.
• Strong people skills, as you'll work with other teams in different geographies.
• The "Plus" Factor includes: Experience with mobile programming languages Kotlin or Swift. Application of UX/Accessibility standards and a proactive approach to using Generative AI to optimize development workflows.

Your role
As the Manager of the Technical Account Managers (TAMs), you will lead and develop a team of Technical Account Managers who support Dialpad’s largest and most complex users. You’ll be responsible for people leadership, operational excellence, and driving TAM performance against clearly defined OKRs, including proactive customer touchpoints, time-to-resolution, and CSAT.

You’ve previously worked as a TAM (or equivalent) and are comfortable rolling up your sleeves: coaching on complex technical scenarios, refining processes, and stepping in as a senior point of escalation when needed. You will work cross-functionally with Support, Customer Success, Sales, Product, and Engineering to ensure our TAM offering is predictable, scalable, and deeply aligned to customer outcomes.

This position reports to our Director of Advanced Support Services and has the opportunity to be based remotely. The preferred schedule will be based on EST business hours but will be flexible depending on the needs of the business.

What you’ll do 

• Lead, coach, and develop a team of TAMs supporting Dialpad’s largest and most complex users, with a focus on consistent, high-quality execution and career development.
• Own the TAM OKRs and operating rhythm, ensuring the team meets or exceeds targets for:
• Proactive customer touchpoints per account (e.g., regular check-ins, QBRs, health reviews).
• Mean Time to Resolve (MTTR) for TAM-owned Zendesk tickets and high-priority JIRA escalations.
• Customer sentiment / CSAT on TAM-associated tickets & engagements.
• Contribution to internal CX technical resources (cross-training sessions, content, and enablement).
• Provide a gold-standard experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors rather than front-line support.
• Establish and refine TAM playbooks, processes, and standards for: strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing onboarding/expansion support.
• Monitor and review account health across the TAM portfolio, using data from tickets, JIRAs, product usage, and customer feedback to identify trends, risks, and opportunities for improvement.
• Serve as a senior escalation and coordination point for high-severity, cross-team, or executive-level issues, partnering closely with Platinum Support, Engineering, Product, and Customer Success to drive resolution and clear communication.
• Drive alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, Professional Services) to ensure we present a unified, predictable model of how Dialpad supports strategic customers.
• Own hiring, onboarding, and performance management for the TAM team, including clear role expectations, feedback, coaching plans, and growth paths.
• Contribute to the continued design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, Professional Services, and Customer Success, so the model is sustainable and scalable across accounts.
• Create and review customer-facing content and internal documentation that enable long-term solutions, improve self-service, and support both TAMs and the broader CX organization.
• Optionally maintain a limited portfolio of strategic accounts to stay close to the work, model expected behaviors, and gather direct feedback on how to improve the TAM program. 

Skills you’ll bring 

• 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar).
• Direct experience as a Technical Account Manager (or equivalent), supporting large/complex customers with a consultative, outcomes-driven approach.
• Familiarity with, and ownership of, team or personal OKRs/KPIs such as proactive engagement frequency, MTTR, CSAT, and contribution to internal enablement resources.
• Strong product sense and energized by the challenge of solving difficult user-related problems.
• Strong written and verbal communication skills with the ability to communicate with various levels of expertise.
• Ability to lead complex integration conversations in a highly consultative and proactive manner.
• Familiarity with APIs and the ability to explain API concepts to Dialpad’s largest and most technical customers.
• Strong technical troubleshooting skills and experience interfacing with technical teams.
• Adept client relationship management skills.
• Ability to engage in business-level and technical conversations at multiple levels of the organization.
• Ability to work with minimal guidance or supervision in a time-critical environment. 
• Ability to be flexible and quickly adapt to changing business needs and processes. 
• Strong ability to use facts and data to influence decisions to prioritize and make appropriate decisions. 
• Ability to source information when it does not exist.