Tech Lead – Conversational AI & Driver Automation

About the Role

Snoonu is seeking an experienced Engineering Lead to spearhead the development and operation of its Conversational AI and Driver Automation platform used across Qatar. This role involves ownership over a suite of technologies including IVR systems, chatbot services, and an agentic AI framework running on AWS Bedrock. The leader will guide a team of AI and Python Backend Engineers to convert operational processes into dependable autonomous workflows that serve drivers in real time.

Responsibilities

• Lead and mentor a multi-disciplinary engineering team to ensure high technical standards, efficient delivery, and a strong engineering culture.
• Plan sprints, define technical scopes, and manage delivery timelines within the conversational AI and driver automation domains.
• Conduct system design reviews, enforce coding standards, and ensure robust engineering practices across relevant codebases.
• Serve as the main technical liaison between engineering, product, and operations teams for driver automation projects.
• Collaborate with senior leadership to chart the technical roadmap and assess emerging AI technologies.
• Design and maintain Snoonu's IVR system architecture to guarantee low latency, high reliability, and effective escalation protocols.
• Oversee design decisions for call logic, including intent and slot management, DTMF routing, and voice command fulfillment.
• Set and monitor service level agreements related to IVR uptime, routing accuracy, and human escalation rates.
• Architect and deliver a multi-agent conversational AI chatbot system supporting real-time driver interactions.
• Manage a four-agent structure (Coordinator, Data Collector, Rules Agent, Action Executor) using AWS Bedrock or similar platforms.
• Ensure chatbot handling of various driver intents such as order changes, vehicle issues, timing updates, merchant disputes, and escalation scenarios.
• Lead large language model (LLM) evaluations, prompt engineering, and design safety guardrails to maintain consistent, accurate chatbot responses.
• Integrate chatbot operations with order management, Salesforce CRM, Slack, and driver-facing applications using secure, event-driven architectures.
• Lead development of an SOPs-as-Code framework that translates operational procedures into machine-readable, executable policies within the multi-agent system.
• Manage configuration pipelines that transform PDF-based SOPs into deployable agent configurations hosted on AWS Bedrock.
• Govern a structured rules engine to deliver deterministic, auditable decisions without ambiguity from LLM interpretation.
• Design human-in-the-loop checkpoints, escalation triggers, confidence levels, and operator override functions to enhance reliability.
• Implement version control, rollback capabilities, and safe deployment strategies for SOP changes in live environments.
• Oversee AWS infrastructure supporting AI services, including Lambda, ECS/Fargate, SQS/SNS, DynamoDB, MongoDB, S3, CloudWatch, and Bedrock.
• Develop and maintain continuous integration/continuous deployment (CI/CD) pipelines for AI prompt versioning, deployment automation, and evaluation gating.
• Define observability and monitoring standards such as latency SLAs, cost tracking, drift detection, and error alerting.
• Manage capacity planning and cost optimization in response to scaling interaction volumes.
• Explore and assess advanced LLMs and orchestration tools to innovate Snoonu's AI capabilities from conception through validation.
• Produce formal architecture documentation, prompt engineering playbooks, and comprehensive team guidelines.

Candidate Profile

• Holds a Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Software Engineering, or related disciplines.
• Brings 6 to 10 years of software engineering experience, including at least 3 years in a leadership or managerial capacity.
• Proven success shipping full-stack production conversational AI, IVR, or agentic systems with detailed portfolios or case studies.
• Hands-on expertise in multi-agent orchestration, particularly on AWS Bedrock or comparable frameworks.
• Proficient in leading teams of 3 to 8 engineers with a focus on mentorship and technical excellence.
• Strong command of Python programming and backend development with emphasis on clean, maintainable production code.
• Excellent problem solver and decision maker with ownership across entire platforms rather than isolated tasks.
• Deep understanding of operational contexts such as driver support, logistics, and real-time system reliability.
• Exceptional communicator skilled at balancing technical trade-offs and guiding product roadmaps through clear articulation.
• Organized and methodical approach to ambiguous, fast-paced R&D environments with evolving requirements.
• Prefers iterative development with rapid prototyping, early validation, and strict quality control.
• Collaborative yet assertive in raising architectural risks and clarifying requirements before impacting delivery timelines.

Technical Expertise

• Extensive experience with AWS Bedrock services including agent management, guardrail policies, and knowledge base integration.
• Proficient in multi-agent architectural principles such as agent orchestration, tool-based agents, inter-agent communication, and fault isolation.
• Skilled in advanced prompt engineering strategies including system prompts, structured outputs, multi-turn interactions, evaluation-driven refinements, and safety red-teaming.
• Competent in developing rule-based decision engines using condition/operator/value schemas suitable for deterministic logic in production AI agents.
• Familiarity with Retrieval-Augmented Generation (RAG) pipelines, embedding technologies, vector databases, and hybrid knowledge retrieval methods.
• IVR system design expertise covering call flows, intent recognition, DTMF processing, escalations, and SLA compliance.
• Experience with speech-to-text and text-to-speech pipelines or voice bot platforms is highly valued.
• Well-versed in AWS cloud services such as Lambda, API Gateway, SQS/SNS, Step Functions, DynamoDB, S3, CloudWatch, IAM, VPC, and Secrets Manager for secure, serverless AI deployments.
• Familiar with backend technologies including Python (async programming, object-oriented design), REST API frameworks (FastAPI, Flask), MongoDB, DynamoDB, Docker, ECS/Fargate, Git, automated testing, and CI/CD processes.
• Experience integrating with Salesforce APIs, event systems, and data synchronization is advantageous.

Preferred Additional Skills

• Domain knowledge in logistics, food delivery, or real-time operational environments.
• Experience developing NLP solutions or products targeting Arabic-speaking users.
• Hands-on or conceptual familiarity with open-weight model inference systems like Ollama, vLLM, or HuggingFace Transformers.
• Exposure to multi-modal AI systems or voice-first interaction designs.

About Snoonu

Snoonu is Qatar's flagship super app combining rapid delivery, shopping, and a range of everyday services in one unified platform. Powered by a global team dedicated to innovation, Snoonu aims to redefine lifestyle convenience and bring cutting-edge technology experiences to the region.

Values and Culture

• Customer Centricity: Prioritize the customer in every decision.
• Integrity: Act with honesty, ethics, and trustworthiness.
• Creativity and Curiosity: Innovate constantly with a focus on impactful solutions.
• Ownership and Leadership: Lead by example and take responsibility.
• Efficiency: Deliver excellent results through smart, focused efforts.
• Teamwork: Foster collaboration and inclusivity as core to success.

Benefits and Work Environment

• Work with a diverse, international team and gain global exposure.
• Access to learning resources, training budgets, and growth opportunities.
• Opportunity to own projects with autonomy and impact.
• Flexible leave and wellness programs emphasizing work-life balance.
• Agile development culture emphasizing rapid delivery and continuous improvement.
• Recognized as a Great Place to Work® with ISO certifications for quality and safety.

Corporate Social Responsibility and Diversity

Snoonu is committed to sustainable business practices and community contribution through CSR initiatives and eco-friendly policies. The company promotes equity and an inclusive work environment that welcomes diversity, encouraging individuals to bring their authentic selves.