Engineering Manager (AI)

TL;DR

Engineering Manager (AI): Leading and scaling an engineering team to build and optimize AI-powered automated chat resolution and Help Center experiences with an accent on secure, compliant, and reliable support systems. Focus on defining technical strategy, driving execution for AI-assisted self-serve support, and improving customer outcomes through thoughtful experimentation and cross-functional collaboration.

Location: This role is based in India, with required in-person participation for team and company-wide offsites multiple times annually.

Salary: ₹9,424,500—₹9,424,500 INR annual base salary.

Company

hirify.global is building the emerging onchain platform and the future global financial system with a mission to increase economic freedom in the world.

What you will do

• Lead a high-ownership engineering team building Help Center and automated chat experiences that improve customer outcomes and reduce cost-to-serve.
• Own end-to-end delivery of core support capabilities, including self-serve discovery, conversational resolution, intelligent routing/escalation, and seamless human handoff.
• Partner cross-functionally with Product, Design, CX Ops, Risk, Compliance, Legal, Privacy, and Security to define roadmaps, success metrics, and execution plans.
• Drive build-vs-buy decisions for CX automation and knowledge solutions; evaluate and integrate third-party platforms to accelerate iteration.
• Define and evolve the technical architecture for secure, reliable, and scalable support systems, including search, knowledge retrieval, chat orchestration, and CRM/ticketing integrations.
• Deliver complex initiatives incrementally through experimentation, A/B testing, and measured rollouts while owning SLAs/SLOs, incident response, and operational readiness.

Requirements

• 8+ years of software engineering experience, including 2+ years leading high-performing teams (hiring, coaching, performance management, team health).
• Strong technical foundation with deep understanding of engineering best practices, including system design, testing strategy, code review rigor, and operational readiness.
• Experience building and operating scalable, distributed systems with strong reliability, performance, and security standards for customer-facing services.
• Execution-focused leader who can navigate ambiguity, set clear priorities, and deliver measurable outcomes in fast-moving environments.
• Ability to balance long-term platform strategy with iterative, experiment-driven delivery.
• Strong product and UX sensibilities, with experience building customer-facing experiences such as self-serve help, chat resolution, search, or escalation flows.

Nice to have

• Experience building or maintaining foundational infrastructure or shared platform libraries used broadly in production.
• Experience with modern cloud-native infrastructure and tooling (e.g., AWS, Kubernetes, Terraform, CI/CD systems) and distributed data/messaging technologies.
• Proficiency in Ruby or Golang, or demonstrated ability to ramp quickly in new languages.

Culture & Benefits

• In-person participation is required throughout the year for team and company-wide offsites to foster collaboration and connection.
• Medical insurance including Dental & Vision for employees and dependants.
• Group Personal Accidental Insurance and Group Term Life Insurance.
• Employee Stock Purchase Plan (ESPP).
• Wellness Stipend and Mobile/Internet Reimbursement.
• Learning and Development Allowance and Employee Assistance Program.