Customer Engineer, Agent Builder

About the role

In this role, you will be tasked with the development of AI agents tailored for major clients, overseeing the entire process from conceptualization to deployment. Your primary responsibility will be to ensure the technical execution required to successfully launch and scale these sophisticated agents for enterprise use. Collaboration with both clients and internal teams will be essential to define objectives, strategize implementations, and deliver agents that enhance operational efficiency for customers.

Key facts

What you'll do

• Oversee the entire architecture and implementation process for AI agent projects aimed at enterprise clients, which includes system design, initial project scope, execution, assessment, and final production rollout.
• Develop the foundational logic that dictates agent behavior, utilizing engineering principles to enhance the quality, reliability, and accuracy of outputs from non-deterministic models.
• Design and implement layered safety measures and control systems to guarantee that agents operate safely, in compliance with regulations, and predictably in real-world applications.
• Create, test, and validate connections with client systems, including data pipelines, customer relationship management (CRM) systems, and ticketing platforms, while also developing essential tools, APIs, and workflows for dependable large-scale deployments.
• Collaborate with senior technical representatives at client locations to define success metrics and system requirements, ensuring that technical deliverables are met within established timelines.
• Identify, troubleshoot, and resolve both probabilistic and technical challenges by conducting thorough analyses of execution traces, error logs, and model performance.
• Establish evaluation and regression-testing frameworks to ensure agent behavior aligns with expected outcomes and to prevent any decline in performance.
• Transform customer specifications into comprehensive internal documentation while maintaining ongoing communication with the Engineering team to facilitate platform improvements.
• Work closely with Product Managers, Engineering, Design, and Go-To-Market teams to ensure the delivery of consistent and high-quality agent builds.

Requirements

• A minimum of 5 years of experience in a technical role that involves direct customer interaction, such as solutions engineering, forward-deployed engineering, technical consulting, implementation engineering, or technical product management.
• Proficiency in both written and spoken English and French at a native or business level.
• A solid technical foundation, including comfort with programming, API usage, and the end-to-end process of building and validating integrations.
• Proven experience in delivering customer solutions that are production-ready, requiring structured execution, thorough testing, validation, and iterative improvement.
• Strong communication skills, particularly in conveying complex technical concepts to senior stakeholders, translating requirements into actionable implementation plans, and managing project delivery.
• Ability to thrive in fast-paced and ambiguous environments, contributing to the development of solutions as well as their implementation.

Nice to have

• Familiarity with the development of large language models (LLMs) or AI agents, including aspects such as prompting, evaluation, guardrails, tooling, and workflow design.
• Experience with enterprise software as a service (SaaS) integrations, including ticketing systems, CRM platforms, or data pipelines, along with an understanding of related security and compliance considerations.
• A degree in Computer Science, Engineering, Mathematics, or equivalent technical experience.
• Strong product insight, including the capability to draft clear Product Requirements Documents (PRDs), define success metrics, and offer customer insights to inform the product roadmap.

Skills & tools

• AI agent development
• API integration
• System design
• Debugging techniques
• Root-cause analysis
• Evaluation frameworks
• Regression testing methodologies
• Coding proficiency
• Enterprise SaaS integration experience

Practical notes

• This position requires onsite presence in London.
• The benefits package includes medical, dental, and vision insurance, life insurance, disability coverage, a retirement plan (e.g., 401K), parental leave, fertility and family-building benefits through Carrot, a monthly wellness stipend, and daily office lunches and snacks.
• Employees in the UK are entitled to 25 days of statutory leave.

About the company

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, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.