ibex. is seeking a technically strong and experienced Principal Software Engineer to lead the design, development, integration, and deployment of enterprise-grade AI-powered voice and digital agent solutions for clients. 

The role combines deep software engineering expertise, AI agent development, solution architecture, and client-facing technical leadership. The Principal Software Engineer will work closely with clients and cross-functional teams to understand complex business requirements, define technical solutions, guide implementation, and ensure successful delivery of scalable and production-ready AI solutions. 

The role also serves as a technical leader for the engineering team, establishing reusable patterns, driving engineering best practices, and mentoring engineers across AI agent development and integrations.

• Lead the technical design and architecture of AI-powered voice and digital agent solutions for enterprise clients. 
• Work directly with clients and business stakeholders to understand complex requirements and translate them 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, while determining where platform capabilities should be extended through custom engineering. 
• Design and develop complex integrations using TypeScript/JavaScript, REST APIs, webhooks, SDKs, and JSON-based interfaces. 
• Define integration patterns for enterprise systems, authentication, data exchange, backend services, and external APIs. 
• Apply advanced prompt engineering, RAG, context design, tool/function calling, and AI agent patterns to solve complex use cases and improve solution quality. 
• Lead technical troubleshooting and resolution of complex issues spanning AI platforms, integrations, backend systems, data flows, and production environments. 
• Establish technical standards, reusable components, frameworks, and integration patterns that can be leveraged across multiple client implementations. 
• Lead technical discussions, architecture reviews, solution walkthroughs, client demos, and technical UAT activities. 
• Partner with Product, Engineering, QA, Solutions, and client technical teams throughout the solution lifecycle from discovery through production deployment. 
• Review technical implementations and provide guidance to SSEs and other engineers 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 appropriate mitigation strategies. 
• Evaluate new AI capabilities, platform features, SDKs, and integration approaches and determine their applicability to client solutions.
• Drive continuous improvement in solution delivery by identifying opportunities for automation, standardization, and reuse.

• 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 engineering roles. 
• Demonstrated experience leading the technical design and delivery of complex software or AI solutions. 
• Strong hands-on expertise in TypeScript/JavaScript. 
• Strong experience with REST APIs, webhooks, SDKs, JSON, Git, SQL/databases, and backend integrations. 
• Strong practical experience with Generative AI, 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. 
• Strong understanding of integration architecture, authentication, data flows, asynchronous communication, and enterprise system integration. 
• Understanding of voice and telephony concepts including SIP, IVR, call routing, transfers, and related integrations is desirable. 
• Strong analytical and problem-solving skills with the ability to diagnose complex technical and production issues. 
• Excellent communication and stakeholder management skills with demonstrated 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 raise engineering standards across a team.