Principal Software Engineer, Dev

ibex. is looking for a highly skilled and experienced Principal Software Engineer to lead the design, development, integration, and deployment of enterprise-grade AI-powered voice and digital agent solutions. This role requires a blend of deep software engineering expertise, AI agent development, solution architecture, and client-facing technical leadership. The successful candidate will collaborate closely with clients and cross-functional teams to understand complex business needs, define scalable technical solutions, guide implementation, and ensure the delivery of robust, production-ready AI systems. Additionally, this position involves leading the engineering team by establishing reusable patterns, promoting best practices, and mentoring engineers in AI agent development and integrations.

Key Responsibilities

- Lead the technical design and architecture of AI-powered voice and digital agent solutions for enterprise clients.
- Collaborate directly with clients and business stakeholders to translate complex requirements into scalable technical solutions.
- Design conversational architectures, including agent personas, prompts, conversation journeys, workflows, business rules, tools, and integrations.
- Build and customize AI agents using enterprise AI platforms, identifying opportunities to extend platform capabilities through custom engineering.
- Develop complex integrations using TypeScript/JavaScript, REST APIs, webhooks, SDKs, and JSON-based interfaces.
- Define integration patterns for enterprise systems, including authentication, data exchange, backend services, and external APIs.
- Apply advanced prompt engineering, retrieval-augmented generation (RAG), context design, tool/function calling, and AI agent patterns to address complex use cases and enhance solution quality.
- Lead troubleshooting and resolution of complex technical issues across AI platforms, integrations, backend systems, data flows, and production environments.
- Establish technical standards, reusable components, frameworks, and integration patterns for use across multiple client projects.
- Conduct technical discussions, architecture reviews, solution walkthroughs, client demos, and technical user acceptance testing (UAT).
- Partner with Product, Engineering, QA, Solutions, and client technical teams throughout the solution lifecycle from discovery to production deployment.
- Review technical implementations and provide guidance to Senior Software Engineers and other team members to ensure quality, scalability, maintainability, and adherence to engineering standards.
- Mentor and coach engineers on AI agent development, integrations, debugging, solution design, and engineering best practices.
- Identify technical risks, dependencies, and scalability concerns early and drive mitigation strategies.
- Evaluate new AI capabilities, platform features, SDKs, and integration approaches for applicability to client solutions.
- Drive continuous improvement by identifying opportunities for automation, standardization, and reuse.

Required Qualifications

- Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field.
- 5-7 years of experience in software engineering, backend development, technical solution delivery, or related roles.
- Proven experience leading the technical design and delivery of complex software or AI solutions.
- Strong hands-on expertise in TypeScript and JavaScript.
- Extensive experience with REST APIs, webhooks, SDKs, JSON, Git, SQL/databases, and backend integrations.
- Practical experience with Generative AI, large language models (LLMs), conversational AI, prompt engineering, RAG, and AI agent architectures.
- Hands-on experience building and deploying AI agents, chatbots, voicebots, or enterprise automation solutions.
- Experience working with low-code/no-code AI platforms and extending their capabilities through custom engineering.
- Solid understanding of integration architecture, authentication, data flows, asynchronous communication, and enterprise system integration.
- Strong analytical and problem-solving skills with the ability to diagnose complex technical and production issues.
- Excellent communication and stakeholder management skills, with experience working directly with enterprise clients.
- Ability to lead technical discussions and influence solution decisions across engineering, product, business, and client teams.
- Demonstrated ability to mentor engineers and elevate engineering standards within a team.

Preferred Qualifications

- Understanding of voice and telephony concepts such as SIP, IVR, call routing, transfers, and related integrations is desirable.

This role offers the opportunity to work at the forefront of AI-powered enterprise solutions, driving innovation and excellence in software engineering and client delivery.