3 months ago
Remote, CanadaSenior
Responsibilities
- Own assigned customer AI agents across discovery, design, build, evaluation, launch, and live operation.
- Map customer workflows and translate business goals and rules into concrete agent scope and behavior.
- Design and iterate prompts, instructions, conversation flows, and agent behavior using evaluations and real transcripts.
- Integrate agents with customer CRMs, ticketing systems, internal services, APIs, endpoints, and protocols, including tool schemas, authentication, errors, and edge cases.
- Build test sets covering happy paths, unhappy paths, edge cases, and hallucination risks, and improve production quality, guardrails, latency, and cost.
- Monitor live conversations and tool-call health, debug from logs and transcripts, and ship fixes under pressure.
- Feed recurring patterns and missing capabilities back to Product.
Requirements
- Ability to work credibly with customers, earn stakeholder trust, communicate with technical and non-technical audiences, and translate ambiguous business problems into concrete plans.
- Understanding of integration patterns, customer APIs, endpoints, protocols, tool schemas, authentication, errors, edge cases, and third-party systems.
- Ability to write clear LLM instructions and prompts, understand prompt failures, work eval-first, and apply judgment about effective conversations.
- A computer science degree or software engineering title is not required; relevant backgrounds include systems administration, integration engineering, and technical support.
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 participation for full-time employees.
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.