[Remote] Principal Software Engineer - AI

Convoso is a technology company that develops and markets a cloud-based contact center platform and dialer solution designed to support high-volume outbound and blended inbound/outbound call centers. The company provides software-as-a-service (SaaS) products focused on automating and optimizing call center workflows, improving agent productivity, managing leads and campaigns, and helping organizations meet regulatory compliance requirements. Convoso’s core offering centers on intelligent dialing technologies, campaign and lead management, real-time monitoring and analytics, and integrations that allow contact centers to operate efficiently in sales, collections, and customer service environments. Core business activities Convoso’s primary business activity is the design, delivery, and support of contact center software that enables organizations to run large-scale outbound calling operations and blended contact center workflows in the cloud. The company markets and sells its platform to a range of customers including third-party contact centers, in-house sales and collections teams, and other businesses that rely on high-volume voice outreach and lead conversion. Convoso’s operations include platform development (feature releases, reliability and scalability work), professional services and onboarding (implementation, campaign setup and data migration), customer success and technical support, and compliance consulting for regulated calling environments. Main products and services - Predictive, power, and preview dialers: Convoso provides multiple dialing modes designed to maximize agent talk time while maintaining compliance controls. Predictive dialing dynamically adjusts pacing to available agent capacity, power dialing dials a set number per agent, and preview dialing gives agents contextual lead details before calls are placed. These dialing engines are central to the Convoso offering and are used to improve connect rates and reduce idle time. - Cloud contact center platform: The SaaS platform delivers browser-based agent and supervisor interfaces for call handling, dispositioning, call recording, campaign management, and real-time dashboards. The cloud deployment model supports rapid provisioning, geographic distribution of agents, and centralized administration. - Lead and campaign management: Convoso includes tools for importing, deduplicating, prioritizing, and distributing leads across campaigns. Features typically include custom lead scoring, prioritization rules, lead recycling, and advanced filtering to ensure agents focus on the most relevant contacts. - Integrations and APIs: Convoso exposes APIs and connectors to integrate with third-party customer relationship management systems (CRMs), marketing automation, back-office platforms, and other enterprise systems. Native or common integrations enable synchronization of lead and disposition data, improving workflow continuity between the dialer and CRM systems. - Reporting and analytics: The platform provides real-time monitoring and historical reporting capabilities for supervisors and administrators. Standard reporting covers agent performance, campaign statistics, call outcomes, compliance metrics, and SLA tracking. Advanced analytics components help identify bottlenecks, optimize pacing, and support data-driven campaign adjustments. - Compliance and call controls: Convoso offers features to help customers meet regulatory requirements and internal compliance policies, including DNC management, call recording with retention controls, TCPA and other regulatory screening workflows, number management, and opt-out handling. Supervisory controls such as whisper, barge, and silent monitoring support quality assurance and training. - Omnichannel and messaging capabilities: While voice dialing is the core capability, Convoso’s platform also supports complementary messaging channels (such as SMS and two-way texting) to enable multi-touch outreach strategies depending on customer use cases and compliance constraints. - Workforce and quality tools: The platform includes agent coaching, performance management, and quality assurance features that enable supervisors to monitor interactions, review recorded calls, provide feedback, and manage staffing and scheduling to match call volume. Target customers and use cases Convoso targets organizations that rely heavily on outbound calling and lead-driven engagement—examples include sales-focused teams, lead generation companies, collections agencies, and businesses in mortgage, insurance, financial services, and related verticals that require high-throughput contact capabilities. Its feature set supports both aggressive outbound campaigns aimed at lead conversion and blended contact center environments that must balance inbound service with outbound outreach. Deployment and technical posture As a cloud-native SaaS vendor, Convoso emphasizes scalability, reliability, and remote-agent enablement. The platform is designed to support distributed agent workforces and centralized campaign administration. Technical capabilities include APIs for integration, browser-based agent interfaces for quick onboarding, and back-office tools for campaign setup and reporting. Convoso also provides professional services and onboarding assistance to help customers migrate data and configure campaigns to meet business and compliance requirements. Competitive positioning and value proposition Convoso positions itself as a dialer and contact center platform that increases agent productivity and campaign efficiency through intelligent dial pacing, lead prioritization, automation, and comprehensive reporting. Its value proposition focuses on improving contact rates and conversion outcomes while providing the necessary controls for compliant, repeatable outbound operations. By offering cloud delivery, API-enabled integrations, and a suite of compliance and quality tools, Convoso aims to serve both mid-market and larger contact center organizations that require robust dialing functionality without managing on-premises telephony infrastructure.