About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
Conversational AI Engineering Manager
Roles and Responsibilities:
People leadership & team development
Manage and coach engineers across levels (L1–L5), including onboarding, performance
management, career development, and promotion readiness.
Build a high-trust feedback culture with strong engineering fundamentals (code review, testing,
documentation, incident learning).
Recruit and hire across multiple levels; help scale the team responsibly.
Delivery & execution
Own delivery outcomes: planning, prioritization, scope control, and risk management across
concurrent projects.
Collaborate with Product, clients, and stakeholders to translate business requirements into clear
technical plans and measurable milestones.
Strong client interaction and stakeholder management experience.
Hands-on experience creating and reviewing BRD, PRD, FRD, SOW, and NFRD.
Experience documenting AI solutions, including AI-specific BRDs/PRDs, use cases, workflows, and
integrations
Establish and improve agile operating rhythms (sprint/kanban, roadmapping, retros, metrics).
Enforce CI/CD workflows (both with and without repositories)
Conversational AI platform leadership
Lead implementation and enhancement of solutions built on Cognigy and/or Amazon Lex +
Amazon Q (chat/voice bots, routing, integrations, and knowledge-driven experiences).
Ensure best practices for conversational design implementation, NLU/LLM prompt/tooling
hygiene, and safe fallbacks/hand-offs to live agents.
Improve bot quality through evaluation, testing strategies, monitoring, and iterative
optimization.
Operational excellence & Cross-functional collaboration
Define and enforce standards for reliability, observability, and on-call readiness (SLOs, logging,
dashboards, alerts).
Drive incident response and root-cause reviews; ensure learnings translate into durable
engineering changes.
Work with security/compliance stakeholders for data handling, retention, and access controls
when integrating customer data sources.
