Customer Engineer, Agent Builder

About the role

Become a vital member of our technical delivery team, known as the Agent Builder Organization, where you will be responsible for the execution and deployment of AI agents tailored for our key clientele. This position requires hands-on involvement in the implementation process, ensuring that the solutions meet enterprise-level standards for performance and reliability. You will collaborate closely with both customers and internal teams to transform AI concepts into operational solutions.

Key facts

What you'll do

• Spearhead the entire architecture and implementation process for AI agents designed for enterprise clients, overseeing everything from the initial concept to full production deployment.
• Develop the foundational logic that dictates agent behavior, prioritizing quality and reliability even when faced with unpredictable model outputs.
• Design and validate multi-layered safety protocols and guidelines to guarantee that agents operate predictably and in compliance with real-world requirements.
• Construct, test, and integrate with client systems such as data pipelines, customer relationship management (CRM) tools, and ticketing platforms, while creating the necessary tools and APIs for scalable solutions.
• Work in tandem with senior technical contacts at customer organizations to establish success metrics and system requirements, ensuring timely technical delivery.
• Diagnose and resolve both probabilistic and technical issues by scrutinizing execution traces, error logs, and model behavior.
• Create evaluation and regression testing frameworks to verify agent performance against expected results and to prevent any decline in quality.
• Convert customer specifications into precise internal documentation and relay feedback to the Engineering team to improve the platform.
• Collaborate with product managers, engineers, designers, and go-to-market teams to consistently produce high-quality agent builds.

Requirements

• A minimum of 5 years of experience in a technical customer-facing role, such as solutions engineering, forward-deployed engineering, technical consulting, implementation engineering, or similar positions.
• Proficiency in both written and spoken English and Spanish at a native or business level.
• A solid technical foundation, including skills in coding, API interactions, and the development and validation of integrations.
• A proven history of delivering production-ready solutions for customers, demonstrating structured execution, thorough testing, and iterative improvement.
• Strong communication skills to effectively engage with senior technical stakeholders, translating requirements into actionable implementation plans and ensuring project completion.
• Comfort in dynamic and ambiguous environments where you can influence solutions as well as execute them.

Nice to have

• Familiarity with large language models (LLMs) or AI agents, including aspects such as prompting, evaluation, safety measures, tooling, and workflow design.
• Knowledge of enterprise software-as-a-service (SaaS) integrations, including ticketing systems, CRM tools, and data pipelines, along with an understanding of associated security and compliance challenges.
• A degree in Computer Science, Engineering, Mathematics, or equivalent technical experience.
• Strong product intuition, with the ability to articulate clear product requirements, define success metrics, and provide valuable customer insights to inform the product roadmap.

Skills & tools

• APIs
• Coding
• System integration
• Debugging
• Root-cause analysis
• Evaluation frameworks
• Regression testing

Practical notes

We offer comprehensive medical, dental, and vision benefits for you and your family. Additional perks include life insurance, disability coverage, a retirement plan (such as a 401K), parental leave, and fertility/family building support through Carrot. Employees also receive a monthly stipend aimed at promoting wellness, lifestyle, and work-life balance, along with daily lunches and snacks provided in the office. Our vacation policy is flexible, allowing employees to take what they need (subject to local regulations; employees in the UK receive a minimum of 25 days of statutory leave). Benefits may differ based on location and are subject to change.

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.