Senior Technical Program Manager (AI)

TL;DR

Senior Technical Program Manager (AI): Designing and building the technical foundation for GCS service delivery, including intelligent automation and knowledge systems with an accent on AI workflows and observability. Focus on architecting LLM-powered agents, implementing RAG architectures, and tying technical performance to business outcomes.

Location: Remote (US). Not eligible for hire in San Francisco, Oakland, San Jose, or the surrounding Bay Area.

Salary: $188,240 – $276,700 (varies by location)

Company

A global cloud communications platform that empowers businesses to create personalized customer experiences for millions of developers worldwide.

What you will do

• Architect and build systems for account health observability, intelligent routing, and workflow automation across TAM, PS, and EM motions.
• Develop AI workflows using Anthropic Claude API, Claude Agent SDK, and MCP servers to connect agents to Slack, Jira, and Zendesk.
• Design decision frameworks and guardrails to determine autonomous system actions and prevent unintended behaviors.
• Create production-quality dashboards and integrations across Grafana, Salesforce, Tableau, and Looker.
• Instrument system performance, measuring retrieval accuracy and action success rates to tie them to GCS business outcomes.
• Translate complex technical system behaviors into documentation and plain language for executive audiences.

Requirements

• 7+ years of experience building production software or technical systems in platform engineering or solutions architecture.
• Production-quality proficiency in Python and/or TypeScript (Node.js) and fluency in REST API integration.
• Hands-on experience building AI systems with LLMs, including tool use, prompt architecture, and RAG architectures.
• Advanced SQL skills, specifically for analytical queries against columnar stores such as ClickHouse.
• Experience developing applications and dashboards across Grafana, Salesforce, Tableau, and Looker.
• Must be based in the United States.

Nice to have

• Experience working within support or professional services organizations.
• Knowledge of Zendesk APIs, triggers, and routing logic.
• Experience defining observability metrics for production AI systems and running A/B tests.
• Familiarity with Twilio's product suite or the CPaaS/SaaS domain.

Culture & Benefits

• Remote-first work environment with a strong culture of global inclusion.
• Competitive compensation including equity and corporate bonus plans.
• Comprehensive healthcare, 401(k) retirement account, and wellness leave.
• Generous paid time off, including sick leave and parental leave.