3 months ago
Toronto, CanadaSenior
Responsibilities
- Own end-to-end architecture and execution of AI agent builds for enterprise customers from scoping and systems design through implementation, evaluation, and production deployment
- Design and engineer agentic logic to optimize quality, reliability, and correctness across non-deterministic model outputs
- Engineer and validate layered guardrails and supervisory controls for safe, compliant, and predictable agent performance
- Architect, build, and test integrations with customer systems, including data pipelines, CRMs, and ticketing systems
- Build the tools, APIs, and workflows required for reliable deployments at scale
- Work with senior customer technical stakeholders to define success criteria and system requirements and drive delivery against timelines
- Diagnose and resolve probabilistic and technical failures using execution traces, error logs, and model behavior
- Design evaluation and regression-testing frameworks to validate agent behavior and prevent performance drift
- Document customer needs and provide feedback to Engineering to improve the agent-building platform
- Partner with Agent PMs, Agent Success, Engineering, Design, APMs, and Go-To-Market teams
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
- Native or business-level fluency in written and spoken English and Spanish
- Strong technical foundation, including the ability to write code, work with APIs, and build and validate integrations end to end
- Experience delivering production-grade customer solutions through structured execution, testing, validation, and iteration
- Ability to communicate with senior technical stakeholders, translate requirements into implementation plans, and drive delivery
- Comfort working in fast-moving and ambiguous environments
- Preferred experience building with or around LLMs and AI agents, including prompting, evaluation, guardrails, tooling, or workflow design
- Preferred experience with enterprise SaaS integrations, ticketing systems, CRM, data pipelines, and security or compliance considerations
- A Computer Science, Engineering, or Math degree, or equivalent technical experience, is preferred
- Strong product instinct, including the ability to write PRDs, define success metrics, and contribute customer insights to the product roadmap
Benefits
- Take-what-you-need vacation policy, with UK employees receiving 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, in-office role; benefits may vary by location
Categories
Solutions 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.