Senior Software Engineer, Agents
Core
Build and deploy AI agents for contact centers to handle customer calls, resolve issues, and integrate with customer systems.
Role type
Senior Software Engineer, Agents (Customer-Embedded)
Builds
Production AI agents that answer calls, resolve problems, and integrate with customer CRMs and ticketing systems.
Domain
AI / Contact Center / Enterprise Software
Deliverable
production ML models | product features
Required skills
Prompt engineering, LLM instruction design, API integration, system debugging, test set creation, business logic translation, stakeholder management
Preferred skills
TypeScript, Python, SQL, conversational AI, voice AI, LLM evaluation tooling, observability
Technologies
LLMs, APIs, CRMs, ticketing systems
Responsibilities
Own AI agents across the full lifecycle (discovery to live operation); map customer workflows and define agent scope; design prompts and conversation flows; wire agents into customer systems via API integration; build test sets and harden agents for production; monitor live conversations and debug issues; feed patterns back to Product.
Seniority
Senior, hands-on IC