2 months ago
Responsibilities
- Own the architecture and execution of AI agent builds for enterprise customers from systems design and scoping through implementation, evaluation, and production deployment
- Design and engineer agentic logic to optimize quality, reliability, and correctness across non-deterministic model outputs
- Build 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 tools, APIs, and workflows needed for reliable deployments at scale
- Define success criteria and system requirements with senior customer technical stakeholders and drive delivery against timelines
- Diagnose and resolve probabilistic and technical failures using execution traces, error logs, and model behavior analysis
- 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 French
- 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 involving 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
- Experience building with or around LLMs or AI agents, including prompting, evaluation, guardrails, tooling, or workflow design is preferred
- Experience with enterprise SaaS integrations, ticketing systems, CRM systems, data pipelines, and related security or compliance considerations is preferred
- 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 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, in-office role; benefits may vary by location
Categories
Solutions Engineering
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Chime, Oura Health, 1-800-FLOWERS.COM, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.