Director of Software Engineering

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PerfectServe

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

⚕️ Healthcare Insurance

☁️ SaaS

💰 Private Equity Round on 2018-05

Healthcare Insurance • SaaS

PerfectServe is a healthcare technology company that specializes in clinical communication and collaboration solutions. The company provides tools to improve communication between healthcare professionals, streamline clinical workflows, and enhance patient engagement. Its products include medical answering services, provider scheduling, and a healthcare operator console, all designed to ensure effective and secure communication across care settings. PerfectServe aims to reduce administrative burdens and support provider wellness while maintaining compliance with industry regulations. Trusted by over 30,000 healthcare organizations, PerfectServe integrates with existing healthcare systems to optimize provider scheduling, improve patient and family communication, and enable virtual care.

📋 Description

• Own the end-to-end technical architecture of the AI answering service, including voice pipeline design, LLM orchestration, API integration layers, and real-time telephony infrastructure. • Define and enforce architectural patterns for AI system reliability, latency management, failure recovery, and scalability across production environments. • Make build-vs-buy-vs-integrate decisions for new AI capabilities; evaluate third-party models, frameworks, and platforms with a critical engineering eye. • Establish and maintain technical documentation standards across all AI components, ensuring accuracy is kept current as systems evolve. • Actively participate in design reviews, code reviews, and technical spike work — especially for high-risk or high-complexity components. • Lead the implementation of core platform components where needed, including AI service integrations, orchestration logic, and platform APIs. • Diagnose and resolve complex production issues including inference latency, integration regressions, and telephony quality problems. • Prototype and validate new AI capabilities before committing to full implementation cycles. • Build and lead a high-performing engineering team as headcount grows; initially operate as both a technical lead and individual contributor. • Hire, onboard, and develop engineers with a focus on AI/ML fluency, software craftsmanship, and a bias toward continuous improvement. • Foster a culture of psychological safety, technical rigor, and iterative delivery — where engineers learn from failure as readily as from success. • Conduct regular 1:1s, provide candid performance feedback, and create individualized growth plans for direct reports. • Serve as the primary engineering accountability owner for outsourced development partners as required; setting quality standards, reviewing deliverables, and managing the integration of external work into production systems. • Evaluate third-party AI platforms, cloud services, and tooling; make and document vendor selection decisions. • Ensure security, compliance, and data governance requirements are embedded into partner contracts and delivery expectations. • Define and track engineering KPIs: deployment frequency, system uptime, latency SLAs, error rates, and mean time to recovery. • Lead the team's adoption of modern development practices including AI-augmented development workflows, automated testing for ML outputs, and continuous deployment pipelines. • Own the engineering budget and resource allocation; communicate tradeoffs clearly to the CTO. • Collaborate with Product, Clinical, and Operations to translate requirements into reliable, scalable software — and to push back constructively when timelines or scope are unrealistic. • Partner with the Director of Product Management to align technical roadmap sequencing with product strategy and customer commitments. • Represent engineering in executive conversations; translate technical realities into business risk and opportunity language. • Contribute to PerfectServe's broader AI strategy, sharing perspectives on emerging capabilities, architectural evolution, and responsible AI practices.

🎯 Requirements

• 10+ years of software engineering experience, with at least 4 years in a technical leadership role with direct reports. • Demonstrated hands-on experience designing and operating AI/ML or NLP systems in production — not just overseeing teams that build them. • Deep familiarity with LLM integration patterns, prompt engineering pipelines, retrieval-augmented generation (RAG), and AI evaluation frameworks. • Strong command of cloud-native architecture on AWS, including serverless, containerization, and event-driven patterns. • Experience with real-time communication systems (voice/telephony infrastructure, VoIP, WebRTC, or similar) is a significant advantage. • Proficiency in at least two of the platform's core languages/frameworks: Python, C#, .NET, React. • Track record of delivering high-reliability SaaS products with defined uptime and latency requirements. • Experience managing or collaborating with outsourced development partners, including quality oversight and delivery accountability. • Strong written and verbal communication; able to present technical strategy clearly to non-technical executives.

🏖️ Benefits

• Remote first work environment • Health, Dental, Vision, Life and Disability Insurance options available day one. • 401K - with match and immediately vested. • 17 company holidays, 2 floating holidays plus competitive paid time off policy • Internal Advancement Opportunities