5 months ago
Toronto, CanadaSenior
Responsibilities
- Own end-to-end execution of AI agent builds for enterprise customers from initial scoping through launch and iteration
- Write and maintain agent-building artifacts such as AOPs and configure agent behavior for quality, reliability, and business outcomes
- Configure and validate guardrails for safe, compliant, and predictable agent performance
- Set up, test, and validate customer integrations, including ticketing systems, tools, and workflows
- Interface with senior customer technical stakeholders to define success criteria, gather requirements, and drive delivery timelines
- Translate customer needs into internal documentation and provide feedback to Engineering for platform improvements
- Partner with Agent PMs, Agent Success, Engineering, Design, and Go-To-Market teams to deliver repeatable agent builds
Requirements
- 5+ years of relevant experience in a technical customer-facing role such as solutions engineering, forward-deployed engineering, technical consulting, implementation engineering, or technical product/PM
- Strong technical foundation, including comfort writing code, working with APIs, and building and validating integrations end-to-end
- Experience delivering production-grade customer solutions requiring structured execution, testing, validation, and iteration
- Ability to communicate clearly with senior technical stakeholders, translate requirements into implementation plans, and drive delivery
- Comfort working in fast-moving, ambiguous environments
- Experience building with or around LLMs or AI agents, including prompting, evaluation, guardrails, tooling, or workflow design, is preferred
- Experience with enterprise SaaS integrations such as ticketing systems, CRM, or data pipelines and related security and compliance considerations is preferred
- Bachelor’s degree in Computer Science, Engineering, or Math, or equivalent technical experience, is preferred
- Strong product instinct, including the ability to write crisp PRDs, define success metrics, and contribute customer insight to the product roadmap, is preferred
Benefits
- Take-what-you-need vacation policy; UK employees receive 25 days of statutory leave
- Medical, dental, and vision benefits for employees and families
- Life insurance and disability benefits
- Retirement plan, such as a 401(k) or pension
- Parental leave
- Fertility and family-building benefits through Carrot
- Daily lunches and snacks in the office
- Full-time employee benefits may vary by location and applicable policies
- In-office work arrangement
Categories
Forward DeployedSolutions Engineering
About Decagon
Decagon builds an enterprise conversational AI platform that deploys customer-support agents across voice, chat, email, SMS, and other channels. It sells to large brands via enterprise subscriptions and services, helping automate and personalize support workflows. Founded in 2023 and headquartered in San Francisco, Decagon’s customers include Avis Budget Group, Chime, Oura Health, and 1-800-Flowers.