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.
Skills Required
- Experience managing and coaching engineers across multiple levels
- Experience recruiting and hiring engineering talent
- Experience owning delivery outcomes across concurrent projects, including planning, prioritization, scope control, and risk management
- Strong client interaction and stakeholder management experience
- Hands-on experience creating and reviewing BRD, PRD, FRD, SOW, and NFRD documents
- Experience documenting AI solutions, use cases, workflows, and integrations
- Experience establishing Agile operating rhythms, including sprint or Kanban practices, roadmapping, retrospectives, and metrics
- Experience enforcing CI/CD workflows
- Experience implementing or enhancing solutions on Cognigy and/or Amazon Lex with Amazon Q
- Knowledge of conversational design, NLU/LLM prompt and tooling hygiene, and live-agent handoffs
- Experience with bot evaluation, testing strategies, monitoring, and optimization
- Experience defining reliability, observability, on-call readiness, SLOs, logging, dashboards, and alerts
- Experience leading incident response and root-cause reviews
- Experience working with security and compliance stakeholders on data handling, retention, and access controls
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
