AI Technical Lead

We're the team behind the AI‑powered customer engagement platform that transforms how businesses connect with their customers—turning every conversation into a revenue‑driving moment.

Our platform helps contact centre teams achieve their goals through intelligent automation, predictive insights, and seamless customer experiences. We build technology that empowers people, not replaces them.

We are proud of our reputation for combining cutting‑edge tech with down‑to‑earth people. We have big ambitions and a clear sense of who we are. Our culture is driven by our values: we take ownership, move fast, challenge the status‑quo, and learn constantly. Working at Max Contact means being stretched—you’ll be trusted with responsibility early, expected to think commercially, and encouraged to act decisively.

We don’t stand still, and neither will you.

At the same time, we believe high performance only works in a safe, supportive environment. You’ll be surrounded by smart, driven people who want to see you succeed, who value openness and honesty, and who see mistakes as part of learning quickly and getting better.

We’re builders, problem‑solvers, and customer champions who believe in innovation with purpose, human‑first technology, and delivering results that matter. You’ll work alongside passionate colleagues building technology that directly impacts how thousands of businesses connect with millions of customers every day. If you’re ambitious, curious, and excited by the idea of building something meaningful in a fast‑moving tech business.

You’ll lead a high‑impact team building production‑grade, cost‑efficient, enterprise‑ready AI systems used by real customers, at real scale.

We are looking for an ambitious and impact‑driven Technical Lead to lead the development of next‑generation AI solutions, combining hands‑on engineering with team leadership and architectural ownership.

• Voice & Omnichannel engagement
• Chatbots and Voice Agents
• Conversation analytics and workflow automation

• Delivery of AI features used in live customer interactions (chat + voice)
• Own architecture for agent orchestration, RAG pipelines, model serving and the data stack supporting models.
• Design and operate cloud‑native production services, including Kubernetes/serverless microservices, model hosting and vector search infrastructure.
• Set the standard for testing non‑deterministic AI systems, leading the adoption of LLM‑as‑judge and automated evaluation frameworks as a core part of engineering and release discipline.
• Implement observability across models and services with metrics, dashboards and alerts for latency, availability, relevance and drift.
• Enforce secure data handling, encryption, tenancy and role‑based access, plus audit logging and compliance processes.

• Represent the AI Agents team to Product, Sales, Customer Success and Platform teams, providing technical leadership and stakeholder alignment
• Mentor engineers through design and code reviews, technical coaching and active career development support.
• Lead customer‑facing technical discussions and scope integrations, pilots and proofs of concept.

• Lead sprint planning, backlog refinement and release coordination for the AI Agents team
• Enforce engineering standards, CI/CD, peer review, automated testing and release automation across the team
• Balance technical debt with roadmap commitments, prioritising work that preserves velocity and platform health.
• Own incident response, triage production issues, lead root‑cause analysis and reduce mean time to recovery.

• Customer Centric – Design and deliver features, integrations and reliability improvements that directly improve customer success.
• Own It – Take end‑to‑end responsibility for delivery, quality and technical debt, be accountable for successful outcomes.
• One Team – Collaborate tightly with Product and Platform to build trust, share goals, remove blockers and coach the team to succeed together.
• Ma…