Software Engineer

REPORTING TO: Head of AI

LOCATION: New York, NY (Onsite M-F)

Who The Flip Is Flip?

Flip is leading the next wave of innovation across customer support with AI-powered call automation. Launched back in 2015, we have over a decade of combined experience in AI, LLMs, NLP, and ML; allowing us to rise as the category leader for Voice AI across the eCommerce/Retail, Healthcare and Transportation verticals.

We integrate with our client's tech stack, keeping it easy for customers and customizable for Flip. We personalize every customer-facing call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty. Our software is continuously evolving, with millions of real customer conversations a week, we deliver human-level understanding and handling with exceptional precision.

We are in-office, with spaces in NYC, LA, and the UK. Our culture you ask? Blends of owner-operators, reverse hackers, deep collaboration and solution oriented mindsets.

What You’ll Do

At Flip, you'll create user experiences, design and implement new features, and oversee entire pipelines of the Flip assistant. You'll also get deep into the data, interact with our customers, and help shape the direction of the product. We have a few excellent senior engineers already on the team, one of which will become your direct mentor!

You will get to work on intricate Python-based systems that interface with a wide range of external APIs (OMS, CRM), develop optimized LLM interfaces, handle complex dialogue management and flows, shape conversational workflows, and ensure low-latency, high-availability voice experiences.

Who You Are, As An Engineer

• You’re able to dive into the deep end of a complex Python codebase, and quickly understand what’s going on from the syntax.
• You write clean, pythonic, well-tested, and maintainable code, using existing functionality appropriately, and mimicking existing code style.
• You can perform thorough yet swift PR code reviews – for code written by the R&D team and your own.
• You are fast yet meticulous, proactive yet careful, autonomous yet unafraid to ask for help.
• You own your work and take responsibility, fostering trust with all your colleagues. 
• You are able to multitask, actually and literally.
• You constantly monitor performance and can troubleshoot production issues across services and integrations in a timely manner.
• You thrive working on (python) backends – we're almost all backend.
• You strive to always push the product forwards, and generally not concerned about theoretical engineering perfection when it doesn’t matter.
• You really, really care about the customer.

Who You Are, As A Person

• You hold a BS in Computer Science, Mathematics or Engineering, or related scientific or technical discipline
• You are a proficient programmer, and have a strong proficiency in Python (minimum of 3-5 years): you can write pythonic code and have experience working with asyncio, decorators, advanced class usage (dataclasses, inheritance), an array of modules, and frameworks like FastAPI or Pipecat
• Familiarity with REST APIs, authentication methods (OAuth2, JWT, Bearer Tokens, etc), and third-party E-Commerce integrations such as some examples below:
• OMSs (E.g. Shopify, Salesforce, MAO, proprietary APIs)
• Helpdesks (E.g. Kustomer, Zendesk, Gladly, Gorgias, Richpanel)
• Subscription APIs (E.g. Ordergroove, Recharge, Loop, Skio)
• Phone systems (E.g. Aircall, Five9, Vonage)
• CRMs (E.g. Narvar, Hubspot)
• Tracking APIs (E.g. Shippo, TrackingMore, AfterShip)
• Other platforms (E.g. Returnly, Attentive, OrderProtection, and many more)
• You have experience writing effective LLM prompts across a range of LLM models and vendors
• You have a good working knowledge of data analytics and metrics pipelines, and have worked with data analytics systems such as Omni, Tableau, Looker, etc
• You put in the time and dedication to write, iterate, deploy, and monitor work you're proud of
• You can effectively communicate with non-technical teammates and occasionally clients (i.e. Ecomm Customer Experience Leaders)
• You are eager and willing to support your teammates –  just like they will be with you!

Bonuses

• You have a background in NLP or conversational AI systems.
• You are an experienced LLM Prompt Engineer and have fine-tuned or deployed LLMs yourself.
• You have experience with Pipecat, or TTS and STT pipelines in general.
• You have experience working with AWS cloud services, Google Cloud, Kubernetes, and/or Ansible, and know your way around a terminal.
• You have an entrepreneurial drive, and know what it’s really like to work at a successful startup.
• You can work onsite in our LA office – Playa Vista to be exact! Partnering closely with the rest of the R&D Team, and Product and Customer Success Managers.

More About Us

• We're international, spanning the US, UK, and Canada.
• Our tech stack includes Python, MongoDB, AWS, Twilio, Datadog, Snowflake, and Omni.
• We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon.
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year.

#FlippinLegend