3 months ago
Responsibilities
- Own customer AI agents through discovery, design, build, evaluation, launch, and live operation.
- Map customer workflows and business rules into concrete agent scope, escalation behavior, and success criteria.
- Write and iterate prompts, instructions, and conversation flows using evaluations and real transcripts.
- Integrate agents with customer CRMs, ticketing systems, internal services, APIs, authentication, and external systems.
- Build test sets for happy paths, unhappy paths, edge cases, and hallucination risks, and harden agents for production.
- Monitor live conversations and tool-call health, debug logs and transcripts, and ship fixes under pressure.
- Feed recurring patterns and missing capabilities back to Product.
Requirements
- Demonstrated ability to work credibly with customers, build trust, communicate with technical and non-technical stakeholders, and translate ambiguous business problems into concrete plans.
- Understanding of integration patterns, APIs, endpoints, protocols, tool schemas, authentication, errors, and edge cases.
- Ability to write clear LLM instructions and prompts, diagnose prompt failures, work eval-first, and exercise product judgment about conversational quality.
- A computer science degree or software engineering title is not required; backgrounds in systems administration, integration engineering, technical support, or related systems work are welcomed.
- Preferred experience includes TypeScript, Python, SQL, forward-deployed or solutions engineering work, customer-embedded delivery, conversational AI, voice or contact center systems, LLM evaluation tooling, and observability.
Benefits
- Remote-by-design distributed work arrangement.
- Company-wide offsites and smaller team gatherings.
- Technology and learning stipend for conferences, books, and courses.
- Flexible vacation, paid sabbatical after five years, comprehensive benefits, and physical and mental wellness stipend.
- Equity in the company.
- Competitive salaries; specific compensation figures are not stated.
Tech Stack
Categories
Forward Deployed
About Replicant
Replicant builds a conversational AI platform for contact centers that automates customer service over voice and chat and provides conversation intelligence and QA. It sells its AI agents and analytics as a SaaS offering to enterprises aiming to resolve calls and deflect tickets. Founded in 2017 and headquartered in San Francisco, the company is privately held and last raised a Series B in 2022.