About the role
Launched in 2018, Forethought offers the world's most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought's AI agents think, act, and improve — delivering better customer experiences and scalable business impact.
We're looking for talented Engineering Manager with a growth mindset; managers who thrive on solving complex challenges and want to help shape the future of AI-driven customer support.
As a manager on the team, you'll play a critical role in managing the team of engineers, helping with technical architecture, mentoring, while still being able to jump in and support on core development. Our product has over 1 billion monthly interactions so the work you and your team will do has a big impact for our customers. You will have an opportunity to lead a team building a product that is a leader in our space using the latest models and techniques in AI. Our tech stack leverages modern technologies, including Docker, Kubernetes, Redis, MongoDB, and ElasticSearch
What You'll Be Doing (Responsibilities):
- Manage a team of product engineers (Full-Stack, Frontend, and Backend engineers)
- Design engineering services that power Forethought's core AI features, directly impacting the customer experience across our platform.
- Collaborate with product and design teams to translate user needs into scalable solutions that enhance customer support automation.
- Scale and optimize our product to handle over 1 billion monthly interactions, ensuring high performance, reliability, and efficiency across all customer touchpoints.
- Partner with AI/ML engineers to integrate LLM-based capabilities into production workflows, with a focus on reliability, observability, and speed.
- Drive technical excellence by owning projects end-to-end—from architecture and implementation to deployment and monitoring.
Who You Are (Requirements):
- A Bachelor's or Master's degree in Computer Science, Statistics, Informatics, Information Systems, or a related field is preferred.
- Demonstrated 7+ years of experience in a software engineering role is required.
- Experience managing a team of engineers.
- Expertise in Python is essential with proficiency in one of the mainstream Python frameworks (FastAPI/Django/Flask)
- Proven experience in constructing large-scale distributed systems is necessary.
- Ability to craft high quality, well-tested code to address customer requirements.
- Experience with MongoDB, Redis, and Elasticsearch is preferred.
- Experience working with generative AI frameworks (e.g., LangChain, RAG pipelines, multi-agent systems) is a plus.
- Familiarity with integrating and building applications on top of large language models (e.g., OpenAI, Anthropic, open-source LLMs) is highly valued.
About Forethought
Forethought is a Marketing Advisory, Strategy and Analytics company, focused on partnering clients to provide the market and customer evidence that drives business outcomes across Brand, Communications, Customer Experience and Offer Optimisation.
Forethought is an international award-winning marketing science consultancy partnering with marketers and brands operating in B2B or B2C environments to help them grow market share and improve margin.
To better understand consumer behaviour, Forethought pioneered modelling consumers’ implicit, discrete emotions versus their rational drivers of choice. This work has underpinned significant outcomes for our clients, and its success has been recognised by numerous international awards, including the ARF David Ogilvy Awards, the CX Awards and the AMSRS Awards.
Using quantitative methods underpinned by world-leading advanced analytics and qualitative methods, Forethought gives marketers decision-making precision. Our customer insights, evidence, diagnostics and frameworks enables management to confidently impact their organisation’s ability to gain and retain customers via brand, communications, advertising and customer experience programs.
We specialise in: • Brand • Advertising • Communications • Customer experience
We provide insights, diagnostics and measurement for: • Strategy • Execution • Performance tracking
Forethought offers exclusive access to the Prophecy® Customer Analytics including modelling, diagnostics, and simulators for impactful customer strategy: • Prophecy Thoughts & Feelings® = modelling rational vs implicit emotions driving choice for brand and advertising strategy and creative execution. • Prophecy ADvance = advertising testing with cost effective, rapid turnaround.
• Prophecy Experiences = modelling and diagnostics for customer experience. • Prophecy Protect = modelling and diagnostics on drivers of defection.
• Prophecy Tribes = machine-learning enhanced accuracy in segmentation.
About the role
Launched in 2018, Forethought offers the world's most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought's AI agents think, act, and improve — delivering better customer experiences and scalable business impact.
We're looking for talented Engineering Manager with a growth mindset; managers who thrive on solving complex challenges and want to help shape the future of AI-driven customer support.
As a manager on the team, you'll play a critical role in managing the team of engineers, helping with technical architecture, mentoring, while still being able to jump in and support on core development. Our product has over 1 billion monthly interactions so the work you and your team will do has a big impact for our customers. You will have an opportunity to lead a team building a product that is a leader in our space using the latest models and techniques in AI. Our tech stack leverages modern technologies, including Docker, Kubernetes, Redis, MongoDB, and ElasticSearch
What You'll Be Doing (Responsibilities):
- Manage a team of product engineers (Full-Stack, Frontend, and Backend engineers)
- Design engineering services that power Forethought's core AI features, directly impacting the customer experience across our platform.
- Collaborate with product and design teams to translate user needs into scalable solutions that enhance customer support automation.
- Scale and optimize our product to handle over 1 billion monthly interactions, ensuring high performance, reliability, and efficiency across all customer touchpoints.
- Partner with AI/ML engineers to integrate LLM-based capabilities into production workflows, with a focus on reliability, observability, and speed.
- Drive technical excellence by owning projects end-to-end—from architecture and implementation to deployment and monitoring.
Who You Are (Requirements):
- A Bachelor's or Master's degree in Computer Science, Statistics, Informatics, Information Systems, or a related field is preferred.
- Demonstrated 7+ years of experience in a software engineering role is required.
- Experience managing a team of engineers.
- Expertise in Python is essential with proficiency in one of the mainstream Python frameworks (FastAPI/Django/Flask)
- Proven experience in constructing large-scale distributed systems is necessary.
- Ability to craft high quality, well-tested code to address customer requirements.
- Experience with MongoDB, Redis, and Elasticsearch is preferred.
- Experience working with generative AI frameworks (e.g., LangChain, RAG pipelines, multi-agent systems) is a plus.
- Familiarity with integrating and building applications on top of large language models (e.g., OpenAI, Anthropic, open-source LLMs) is highly valued.
About Forethought
Forethought is a Marketing Advisory, Strategy and Analytics company, focused on partnering clients to provide the market and customer evidence that drives business outcomes across Brand, Communications, Customer Experience and Offer Optimisation.
Forethought is an international award-winning marketing science consultancy partnering with marketers and brands operating in B2B or B2C environments to help them grow market share and improve margin.
To better understand consumer behaviour, Forethought pioneered modelling consumers’ implicit, discrete emotions versus their rational drivers of choice. This work has underpinned significant outcomes for our clients, and its success has been recognised by numerous international awards, including the ARF David Ogilvy Awards, the CX Awards and the AMSRS Awards.
Using quantitative methods underpinned by world-leading advanced analytics and qualitative methods, Forethought gives marketers decision-making precision. Our customer insights, evidence, diagnostics and frameworks enables management to confidently impact their organisation’s ability to gain and retain customers via brand, communications, advertising and customer experience programs.
We specialise in: • Brand • Advertising • Communications • Customer experience
We provide insights, diagnostics and measurement for: • Strategy • Execution • Performance tracking
Forethought offers exclusive access to the Prophecy® Customer Analytics including modelling, diagnostics, and simulators for impactful customer strategy: • Prophecy Thoughts & Feelings® = modelling rational vs implicit emotions driving choice for brand and advertising strategy and creative execution. • Prophecy ADvance = advertising testing with cost effective, rapid turnaround.
• Prophecy Experiences = modelling and diagnostics for customer experience. • Prophecy Protect = modelling and diagnostics on drivers of defection.
• Prophecy Tribes = machine-learning enhanced accuracy in segmentation.