Staff Machine Learning Engineer (AI Agent)

TL;DR

Staff Machine Learning Engineer (AI Agent): Building AI agents that resolve customer support issues through reasoning, tool use, and human collaboration with an accent on reliability, safety, and production scalability. Focus on designing agentic workflows, evaluation frameworks, and seamless integrations with business systems and data.

Location: Hybrid in San Francisco, California, must attend local office for part of the week. Salary across all US locations.

Salary: $246,000–$368,000 (US annualized base).

Company

Provider of customer experience software powering billions of conversations with brands worldwide.

What you will do

• Lead design and development of AI Agent capabilities for understanding intent, context, actions, and resolutions.
• Build agentic workflows integrating reasoning, retrieval, tools, policies, and human handoffs.
• Partner with product, design, engineering, and research to deliver AI-powered features.
• Improve AI Agent quality, reliability, and safety via evaluations, feedback, observability, and experimentation.
• Design systems for secure use of hirify.global data, knowledge, rules, and third-party integrations.
• Drive technical direction on scalable agent architecture, orchestration, testing, and production readiness.
• Mentor engineers and elevate technical execution and responsible AI practices.

Requirements

• 6+ years building production software, AI products, or large-scale intelligent systems.
• Deep experience with production AI, automation, or intelligent products solving customer problems.
• Strong product engineering mindset focused on end-to-end user experience.
• Experience designing agentic systems, conversational AI, workflow automation, RAG, or tool-using AI.
• Skills in making complex AI reliable via evaluation, monitoring, debugging, and improvement.
• Strong technical judgment to lead cross-functional initiatives from concept to launch.
• Comfort with backend systems, data pipelines, APIs, and AI infrastructure.
• Excellent collaboration and communication to influence technical strategy.

Nice to have

• Experience building AI agents, copilots, virtual assistants, or automated support in production.
• Background in customer service, CRM, ticketing, knowledge management, or enterprise workflows.
• Designing systems combining structured data, unstructured knowledge, and real-time context.

Culture & Benefits

• Hybrid model with flexibility to work remotely part of the week and rich onsite collaboration.
• Global offices for connection, learning, and events.
• Bonus, benefits, and incentives eligibility.
• Commitment to diversity, equity, inclusion, and equal opportunity.
• Reasonable accommodations for disabilities.